The other driver admitted fault at scene but decided to claim after one month

Moneywaster123

i sent them an email to provide more info such as photos of the cars involved showing the damages.
Asking if they need the details of the accident like where it happened

Apparently they just don’t care, they just can’t be bothered to reply to my email. It’s been a week since I sent them the email.:mad::mad::mad: the email address I sent to was the one I received from that case ‘claims specialist’ who sent me the email earlier. So it can’t be an automated no-reply email

Avoid Esure at all cost... I just don’t get why they have a pretty good rating as an insurance provider

I can’t really talk to them on the phone because the lady who I’ve spoken to had really strong scottish accent and I couldn’t understand her very well. And it seems the claims department are based in Scotland.

Boggles190

i sent them an email to provide more info such as photos of the cars involved showing the damages.
Asking if they need the details of the accident like where it happened

For what reason? It's very unlikely they will send you this, I wouldn't have done when I was handling liability claims. If they have received the claim from the other parties insurer, then that insurer will have done all of the validation and fraud checks on the claim and so long as esure are satisfied it was definitely your vehicle invovled (which they now will be because you have confirmed it) they will take it on the basis of what the other insurer is telling them, which is probably why they appear not to be interested in finding out the detail from you.

That said, it's not acceptable for them to be ignoring you, you are their customer so they should engage with you. Just don't expect them to go providing you with details the Third Party insurer has given them. It's up to them to handle the claim and agree a liability position, not you as the policyholder.

kingstreet

How many people were in the other vehicle?

Ask your insurer how many people have made injury claims.

Check for possible 'cash for crash' scenario.

lisyloo

Moneywaster123 wrote: »

i sent them an email to provide more info such as photos of the cars involved showing the damages.
Asking if they need the details of the accident like where it happened

Apparently they just don’t care

They have processes and claims forms for this.
You’ll have to wait in line and follow the processes that the insurer dictates.
It will all take time and they’ll drag out paying for as long as they can (this is standard across the industry).
It’s even possible you might get court threats from the other insurer in the post (that simply means your insurer has dragged their feet).
All of this is absolutely standard so you won’t find other insurers to be any different.
I am afraid you are going to have to be patient and wait in line.
There is nothing urgent or priority about your case.

Be aware that injury claims can come in up to 3 years after the event. Sometimes it takes a while for long term effects of injuries to be known.

I’d suggest keeping all your insurance docs for 6 years (time limit for property damage).