Insurance Nightmare

bashir33

I have been involved in what feels like a vicious and never-ending insurance nightmare, where a lack of accountability, professionalism, and desire to see the matter closed is completely non-existent. I would appreciate any advice or assistance.

4th of June this year, a car was involved in an accident with my vehicle, there was damage to my doors and bodywork, fortunately, I was not in the car at the time, as my vehicle was parked safely.

The driver attempted to leave the scene but was stopped by a contractor working on the site. However, he then refused to provide any contact information but offered a few hundred pounds as compensation. I refused to take the cash, as it was quite evident, that there was substantial damage to my vehicle. The conversation continued and it was established that a mutual friend could assist.

He attended the scene and vouched for the driver. It was agreed that the driver will pay for the repairs and replace the two doors with used but in good condition replacements.

Two weeks had passed but to no avail.

The driver's father became involved in the situation, he requested for the vehicle to be sent to a local body repair shop of his choosing. Once it was confirmed of the location, unbeknown to them, the owner of that business informed me that the doors are not going to be replaced, but a repair was requested.

I was very unhappy with this as it was clear they only wanted to do a superficial repair and feared for the safety of my vehicle. At this stage, due to being misled, the trust was broken, and I decided we should go through our insurance companies.

17th June, the incident was reported to the insurance company, the advisor requested for work quotations to be sent. This was completed on the 18th.

3rd July, a very frustrating experience with the insurance company, no advisor able to assist with any update, the agent dealing with my claim was non-existent, numerous calls were being transferred around what felt like the same office, but no clarity on the situation.

It felt unprofessional and deliberate; I gave up and asked for the third-party insurer details. The details received were of a company called “AVI”. The incident was reported to this company.

16th July, AVI confirmed that they are not the underwriters for this policy and provided details for a company called “SAB”.

23rd July, Incident reported to “SAB”. They provided details for a company called “GO”.

24th July, Incident reported to “GO”, they confirmed the policy is active and accepted the information provided. I have provided this company with CCTV footage, witness statements, quotes for the work. I have chased this company many times for an update but to no avail. Each time, I am informed that they are still waiting for their client to respond.

30 November, GO sent the following “Our enquiries are ongoing at this stage, you may wish to return to your insurer as we are unable to confirm our position or how long our enquiries may take to complete”. My car insurance policy has since been renewed, I am using a different company now.

This whole saga has had a profound and detrimental effect on my mental health, I suffer from anxiety and depression, with each negative stage, I am struggling to function in my daily life, at times, I even lock myself in my room when having to deal with this never-ending nightmare. I feel like I have exhausted all my options and cannot deal with this much longer. However, the driver and unprofessional insurance company will end up not having to take responsibility for their actions If I do not continue to fight this injustice.

Any help or advice will be much appreciated.

Sandtree

You are a third party to the insurance company and whilst the matter may be in their interests to deal with quickly there is little you can do to force their hand as your not their customer.

So you have three options:

1) Wait for the third party claims handlers 
2) Send a letter before action to the third party and then issue court proceedings if they dont respond within a reasonable time frame as set out in your letter
3) Get someone else to take on your case

The most obvious option for number 3 is your own insurance company (the one at the time of the incident).  With them at least you have the right of complaint and escalation to the FOS if you are unhappy with their actions. Alternatively you could approach an accident management company and have credit hire/repairs but there can be certain challenges there (though most go through fine) if you are of a nervous disposition. 

AdrianC

bashir33 said:

I have been involved in what feels like a vicious and never-ending insurance nightmare, where a lack of accountability, professionalism, and desire to see the matter closed is completely non-existent.

Hmm... I suspect that might be just a little OTT.

4th of June this year, a car was involved in an accident with my vehicle, there was damage to my doors and bodywork, fortunately, I was not in the car at the time, as my vehicle was parked safely.

The driver attempted to leave the scene but was stopped by a contractor working on the site. However, he then refused to provide any contact information but offered a few hundred pounds as compensation. I refused to take the cash, as it was quite evident, that there was substantial damage to my vehicle.

Sensible.

The conversation continued and it was established that a mutual friend could assist

He attended the scene and vouched for the driver. It was agreed that the driver will pay for the repairs and replace the two doors with used but in good condition replacements.

Less sensible. The sensible answer would have been to hand it straight to your insurer at this point.

Two weeks had passed but to no avail. ... At this stage, due to being misled, the trust was broken, and I decided we should go through our insurance companies.

17th June, the incident was reported to the insurance company

Finally! Two weeks late, but...

3rd July, a very frustrating experience with the insurance company, no advisor able to assist with any update, the agent dealing with my claim was non-existent, numerous calls were being transferred around what felt like the same office, but no clarity on the situation.

It felt unprofessional and deliberate

Then make a note never to buy insurance off that company again, and - if the internal complaints process gets nowhere - escalate to the ombudsman.

But...
Did you have comprehensive insurance? They really should be the ones processing your claim. These are the people your claim is against. If the other party can be agreed to be at fault, then the other party's insurer will cover your insurer's costs.
Of course, if you only have third party insurance...

I gave up and asked for the third-party insurer details.

You mean you cancelled the claim with your insurer, assuming a comp policy?

The details received were of a company called “AVI”...

16th July, AVI confirmed that they are not the underwriters for this policy and provided details for a company called “SAB”.

Do you mean Aviva? Sabre are a large UK motor insurer.

23rd July, Incident reported to “SAB”. They provided details for a company called “GO”.

An accident management outfit? Go Girl brokers? Go Compare?

24th July, Incident reported to “GO”, they confirmed the policy is active and accepted the information provided. I have provided this company with CCTV footage, witness statements, quotes for the work. I have chased this company many times for an update but to no avail. Each time, I am informed that they are still waiting for their client to respond.

Which is no more than you'd expect. You are claiming directly off their insurance. They need to confirm their policyholder is liable. They cannot do that just from your word.

So we're now just 8 days after you first contacted the third party insurer, even though that's a month and a half from the collision. 

30 November, GO sent the following “Our enquiries are ongoing at this stage, you may wish to return to your insurer as we are unable to confirm our position or how long our enquiries may take to complete”. My car insurance policy has since been renewed, I am using a different company now.

Your renewal with a different insurer makes no difference. Claim from the insurer at the time of the collision, if you have comp, and let them decide liability with the other driver's insurer. If the other driver does not play ball, their insurer will - eventually - call time and decide they are avoiding answering for a reason.

Scrapit

"30 November, GO sent the following “Our enquiries are ongoing at this stage, you may wish to return to your insurer as we are unable to confirm our position or how long our enquiries may take to complete”. My car insurance policy has since been renewed, I am using a different company now."
Yeah, do this. Go yo your insurance company, get it sorted, they can chase the third party insurers at their leisure.

sheslookinhot

The lesson, for everyone whose car is damaged, notify your own Insurance company and let them deal with all aspects of the claim. A good insurance company will immediately arrange the repair of your own car.