Insurance Company Lost Vehicle Registration Certificate

MitzS

Hi

Need some advice, my dads car was stolen and subsequently "written off" by the car insurance company and therefore they requested all of the car documents (service history V5C etc). After settlement discussions and some time passing the car was found and returned to us and due to the claim we were asked to pay the excess fee of which they have returned half due to inconvenience of taking so long for them to return the car (2 months from when it was found and cleared to be returned). Since its return we requested the documents to be sent back to us which they said was in process and will be sent to us. This was chased at least once a month (and more), 8 months on and today they have informed us that the documents have been lost and offered compensation of £100 for the inconvenience. We are truly frustrated that they have not only lost the documents however have spent 8 months lying about sending these to us. I am also not concerned that they have "lost" these documents which also contain personal details such as name and address. The loss of these documents many now have an impact on the value of the car if we were to resell as we no longer have the full service history therefore having a negative financial impact on us in the future.
What is the best way to deal with this with the insurance company and push for more than the £100 compensation? 
 

Flight3287462

Apply for a new VED document £25.  I think the fact the car is a write off will have more bearing on the price.

Sandtree

If you can show the impact of the service history loss is greater than the £100 then log a complaint and state what value would be acceptable. If you are not happy with their response, or their final response is not made within 8 weeks you can then take the matter to the Financial Ombudsman Service.

If you can get a hold of a copy of Glasses or another industry guide, or do an online comparison, it shouldnt be too hard to illustrate what the financial difference is today and so the only point of debate will be what proportion you should get unless you have already put the car up for sale.

foxy-stoat

Take the 1er, apply for the V5 with DVLA for £25 and sell it if you want.  Don't worry about the missing service history as it will be worth a lot less due to the written off status.

Has insurance company paid out and letting you keep the car? Your a winner already.

Manxman_in_exile

If the car was written off and the insurers paid out to you, but  "After settlement discussions and some time passing the car was found and returned to us..." I'm surprised you don't mention anything about having to pay the claim back to the insurers to get the car back?

If it's any consolation to you, my wife managed to lose the service history of our six year old car.  I'm not bothering to sue her for the loss in value.

(We've had two cars written off and never had to provide a service history to the insurer.  Why don't you ask for a copy of the service book from the dealer, and/or get copy invoices from the garages you've used?  If they ask for more than £100 tell your insurer what it's cost you.  Hopefully they won't think you are making another claim!        )

MitzS

So the car was written off then withdrawn as the car was found, so my dad has still had to pay the excess and the car was returned to us, so no financial gain. The car was repaired as they damaged the car and had new keys re-programmed. So the garage is the ones who have lost all our paperwork and have been saying its in the post until this week and accepted liability of loss of the paperwork, then said they will give us £100 for the inconvenience. Which i believe is unacceptable. GDPR is also a concern as it has my dads details and also car details on the paperwork. 

lesalanos

MitzS said:

So the car was written off then withdrawn as the car was found, so my dad has still had to pay the excess and the car was returned to us, so no financial gain. The car was repaired as they damaged the car and had new keys re-programmed. So the garage is the ones who have lost all our paperwork and have been saying its in the post until this week and accepted liability of loss of the paperwork, then said they will give us £100 for the inconvenience. Which i believe is unacceptable. GDPR is also a concern as it has my dads details and also car details on the paperwork. 

You had better not get another V5 through the post then as that will have your name, address and car details on 

Manxman_in_exile

MitzS said:

So the car was written off then withdrawn as the car was found, so my dad has still had to pay the excess and the car was returned to us, so no financial gain. The car was repaired as they damaged the car and had new keys re-programmed. So the garage is the ones who have lost all our paperwork and have been saying its in the post until this week and accepted liability of loss of the paperwork, then said they will give us £100 for the inconvenience. Which i believe is unacceptable. GDPR is also a concern as it has my dads details and also car details on the paperwork. 

So you didn't say that the car had to be repaired in your first post - just that it had been written off, then retrieved and that your father had to pay an excess - no explanation why.  Even though the insurers halved the excess you seemed to be complaining that it had to be paid at all.  Of course it was paid because he was claiming for the cost of the repairs - which you didn't mention.  The insurers seem quite generous in not requiring all of the excess to be paid.

If the garage lost the paperwork, why did you say the insurers did?  It's very difficult to take posters seriously if they omit relevant information, and also then contradict themselves...

MitzS

Our contact is with the insurance company and they have chosen the garage to repair the car once it was found. So we would deal with the insurance company correct? If the insurance company did not feel like they are liable why would they offer £100? 

Car_54

MitzS said:

Our contact is with the insurance company and they have chosen the garage to repair the car once it was found. So we would deal with the insurance company correct? If the insurance company did not feel like they are liable why would they offer £100? 

On 20th October you said the garage "accepted liability of loss of the paperwork, then said they will give us £100". So is that as well as the insurer, or instead of, or are you as confused as we are?