No fault insurance claim - procedural question

rubble2

After some guidance here please.

Daughter was involved in a no fault accident nearly three weeks ago - a company owned van pulled out of a side street and hit her car on nearside rear door and wheel arch area, she has an independent witness.

Details were exchanged at the scene, she was given the company name and the owners mobile number.
The driver didn't have any information on who the van was insured with.

She contacted her insurance to inform them of the incident and to make them aware that she was claiming directly off the third part insurance - she gave her insurance company the details she had and they confirmed to her that the van was insured by AXA.

She texted the owner to request insurance details (although she had already been given them by her Ins. company). She got no reply from the van owner but the following day the company rang her and confirmed the insurance details she already had.

She rang AXA directly to lodge a claim and they gave her a reference and said that they would contact the van owner to progress the claim.

Forward to last week she had heard nothing from AXA so she rang them again and they said that they had not heard back from their policy holder, that they allowed 14 days to get a response and that if they had heard nothing they would make a decision based on the information my Daughter had supplied.

The 14 days was up last Friday so she rang AXA for an update and was told they still hadn't heard from the van owner, she then asked what would happen now and was told that they would try once more to contact him but 'they didn't have any contact phone numbers for him' - is that credible?

She then gave them both his mobile number and the number that had been used to phone her with the insurance details (landline). She said that she would ring them back tomorrow for an update.

At one point during the conversation today AXA asked her if she was comprehensively insured herself, suggesting that she should claim through her own policy - she confirmed that she was comprehensively insured but that she had no intention of claiming off her own insurance for a no-fault accident.

Just wondered how this all works, what pressure if any can she put on AXA to expedite the claim?

Thanks

neilmcl

Inform AXA that if they won't proceed then you'll hand it over to an accident claims management company. That might concentrate their minds a little. If that doesn't work then you have little choice but to either use such a company or your own insurer. (For clarification when I saw "you", I do mean your daughter)

rubble2

Thanks for that, will see how we get on.