Confused over Zenith car insurance claim procedure

Jamezon

Hi,

Had a non-fault accident last night.

Called Zenith to report and they said did I want to go through Enterprise (the rent-a-car people I assume) or my underwriter? They did a spectacular job of not explaining the difference and there is no mention of Enterprise on their webpage or my documents so I said to proceed the claim with the underwriter (having declined recording as 'information only').

Anyway, was reading my policy in more depth and it talks about 'guaranteed replacement car', 'motor legal protection/uninsured losses' and 'the claim' almost as three separate entities, each with their own phone number.

The approved repairer booked in to collect my vehicle and offered a courtesy car which I thought was the 'guaranteed replacement' but in fact is provided by the garage itself. So what's the point of the 'guaranteed replacement'? In the off-chance there is no courtesy car? A little concerned I may be on more onerous conditions with the courtesy car. Also I only have 14 days to notify re. replacement car but is this covered by my original claim?

I phoned Zenith for some guidance and the lady I spoke with suggested 'Enterprise' deal with non-fault and 'underwriter' deal with fault claims. However I was crystal clear this was a non-fault claim and the original choice was presented purely as A vs B, there was no upside/downside highlighted through either. Wondering if I've done the right thing now...

Regarding the legal element, I was asked on the original call if I potentially wanted to pursue a personal claim, which I said I did...but not sure if this suffices as notifying their motor legal team or if this is something else.

Anyone had any similar experience or help clear the fog for me?
Many thanks!

Quentin

Do you have "motor legal protection" with your policy? If so, then you need to contact them yourself to use any injury compensation service.

If you don't have any legal cover then you need to source your own legal adviser - and the question being asked by your insurer was so they could get a commission by passing your details on to a claim specialist

You may be too late to now use the accident management company for repairs rather than claim off your policy.

But if you want to change then ask your insurer if it's possible

Jamezon

Quentin wrote: »

Do you have "motor legal protection" with your policy? If so, then you need to contact them yourself to use any injury compensation service.

If you don't have any legal cover then you need to source your own legal adviser - and the question being asked by your insurer was so they could get a commission by passing your details on to a claim specialist

You may be too late to now use the accident management company for repairs rather than claim off your policy.

But if you want to change then ask your insurer if it's possible

I innocently assumed the insurer was asking whether I wished to avail myself of the motor legal protection I do indeed have. Are you suggesting I will now be pestered by a third party outwith my insurance contract? :eek:

I can't be certain if there is any claimable injury as have not yet been to doctor (weekend), although by back is certainly rough just now. I'd also be looking to claim my childrens' car seats and any other expenses incurred.

What (in a nutshell) is the benefit of the accident management company vs. my policy as this was not explained to me? I fear the claim is already logged so I am stuck on this rail. I assume if it is indeed found to be a no-fault claim there theoretically shouldn't be any penalty to myself?

Thanks again.

Jamezon

Also, the lady I spoke to today said the claim, courtesy/replacement car and motor legal were all interlinked. I guess this is not strictly true? I don't follow why they'd try and refer me to someone if I'm already covered for motor legal (indirectly) via my policy...

Quentin

Jamezon wrote: »

I innocently assumed the insurer was asking whether I wished to avail myself of the motor legal protection I do indeed have. Are you suggesting I will now be pestered by a third party outwith my insurance contract? :eek:

I can't be certain if there is any claimable injury as have not yet been to doctor (weekend), although by back is certainly rough just now. I'd also be looking to claim my childrens' car seats and any other expenses incurred.

What (in a nutshell) is the benefit of the accident management company vs. my policy as this was not explained to me? I fear the claim is already logged so I am stuck on this rail. I assume if it is indeed found to be a no-fault claim there theoretically shouldn't be any penalty to myself?

Thanks again.

You can/will be pestered anyway! The question may have been innocent or your answer used to add you to a "prospect list" to be sold on, but you'll never know the truth!

As you do have motor legal protection read up on it to see how you can use it now you need it. Apart from hopefully looking after your injury compensation claim they will get back all your uninsured losses including the ones you mention.

If you avoid claiming off your own policy (and use the AMC or claim directly off the third party) then you have some advantages:

No excess to pay (and subsequently have to reclaim)
No (temporary) loss of NCD (helpful if your NCD is not protected and your renewal comes due before your NCD is reinstated)
If you claim directly off the third party then you will find it easier to use the repairer of your choice
A replacement car is usually provided whilst yours is off the road, whereas when you claim off your own policy the usual only replacement you get is a courtesy car off the garage whilst your car is in for repair

Ultimately claiming off your policy will mean no penalty, though there may be some time delay getting your "lost" NCD and excess back.

(You will have a non fault claim on your record to declare to any other insurer you approach for quotes over the next 3/5 years which is likely to cause a premium loading, but that will happen however the claim is dealt with)

Jamezon

Wish I'd been more aware of the options as it sounds like I would have better considered the AMC. I phoned in the immediate aftermath so was understandably shaken. Sounds like will be swings and roundabouts in long run. Other guy wanted to settle with NO insurance involvement which was a concern so went belt and braces.

Need to phone Zenith with info on Monday anyway so will query Motor Legal and revoke permission to spread my details if I need to. Easy mistake to make with limited info/clarity they give you, my bad.

I don't mind doing a bit of leg work as is definitely non fault. I doubt the chap could afford the combined bill in cash in any case...

Quentin

You have been fortunate not to have been receiving ambulance chaser type calls before now (prior to your crash I mean)


It's a PPI type cold calling operation, so even though you instruct them to keep you confidential you'll never know how the callers got your details (or if they are just phishing anyway)

Jamezon

Would I be right in saying if I have provided name, address and insurance info, I don't need to have any further contact with the third party? Keeps trying to get a hold of me, I assume with a view to avoiding insurance involvement. I don't need the aggro so am just ignoring as no possible upside for me. Does this sound fair enough?

Quentin

Jamezon wrote: »

... so am just ignoring as no possible upside for me. Does this sound fair enough?

Yes.

If he does manage to get in touch direct him to your insurer who are dealing with this and to stop making personal contact with you.

Jamezon

Thanks again. Transpired the motor legal call was indeed via my insurers and not a random third party. Also got my car removed/ courtesy car delivered today. Still seems very disjointed. Not heard from claim handler for my case which I would think would be the first event... Sorry if these are silly questions but this is my first 'non fault' experience.

Jamezon

Call me suspicious but I have been contacted by the 3rd party's insurer. In a nutshell, they were fishing for information. I was very reluctant to give anything relevant as my insurer has it in hand, and the 3rd party's insurer confirmed they were accepting liability.

The thrust of the guy's communication was that if I pursued the claim via them rather than my own insurer ultimately it would be more beneficial to myself as I would not have a claim. I have seen online talk of non-fault claims pushing premiums up... Colour me cynical however but reading between the lines they wanted as much information regarding what my insurer was providing not to benefit me but mitigate their costs? (Under the banner of giving me an 'option')

My understanding is now I have notified my own insurer, this is 'on the books' so it makes 0 difference as they would still have the accident on record, even if they don't raise my premium.

Am I being too harsh, surely the 3rd party insurer has no interest in maximising the benefit to myself?

Result on the admission of liability though...