Car insurance nightmare

tberry4118

AdrianC said:

tberry4118 said:

AdrianC said:

How long had you had it?

Ultimately... 
https://www.financial-ombudsman.org.uk/businesses/complaints-deal/insurance/motor-insurance/vehicle-valuations-write-offs

7 months

And you're absolutely sure it's not even got a mildly hooky past...?

You checked all the stamped VINs etc were all present and correct?

I dont think I can go to the ombudsman until they have given me a decision.
They haven't denied my claim, they said they would be satisfied if I send them my phone bill which I did.
I dont know the process of an insurance claim but I can see this dragging on 

Hence "ultimately". Right now, you don't have much choice but work with them.

Yes I checked the vin plate and chassis number. The logbook was legit, legit mot. I still have the previous owners details which I've given the insurance company. I guess il just have to try and put it to the back of my head and just go with it 

tberry4118

Thanks for everyone's comments, I appreciate it. I understand where the insurance company is coming from. They are a business and they have to investigate all avenues. I just wanted a bit of guidance, ive given them everything I possibly can and the police statement backs me up that the car was white when it was found. Im not worried about their suspicions because I have done nothing wrong. I just don't know at what point they will be satisfied. Such a long, mentally challenging process 

Bigphil1474

OP, I think you've been unlucky here. But, from the insurers point of view, they are looking at a £15k ish pay-out on a vehicle where there is some confusion over the colour, raising red flags on whether there is a potential fraud etc. None of this is your fault from what you've said.
All this is going on during covid, which has had massive effects on staffing availability, people working at home, disjointed services, police are busy as well. I would suspect that during normal times this would have been resolved quicker, but we're not in normal times. 
As someone previously mentioned, an unscrupulous person could easily buy a clapped out shed, set fire to it, and claim it was the golden oldie you owned. They don't know you, or know you wouldn't do that. As I said, I think you've been unlucky, but all you can do is be patient.

tberry4118

Bigphil1474 said:

OP, I think you've been unlucky here. But, from the insurers point of view, they are looking at a £15k ish pay-out on a vehicle where there is some confusion over the colour, raising red flags on whether there is a potential fraud etc. None of this is your fault from what you've said.
All this is going on during covid, which has had massive effects on staffing availability, people working at home, disjointed services, police are busy as well. I would suspect that during normal times this would have been resolved quicker, but we're not in normal times. 
As someone previously mentioned, an unscrupulous person could easily buy a clapped out shed, set fire to it, and claim it was the golden oldie you owned. They don't know you, or know you wouldn't do that. As I said, I think you've been unlucky, but all you can do is be patient.

Thank you for your comment. I completely understand where the insurance company is coming from thats why I've co operated fully. I just don't know at what point they will be satisfied. Id prefer it to not have to go to the ombudsman because that's a long drawn out process too. They still havent applied for the police report so thats going to be another long wait. All I can do is hope 

Slinky

Can't you apply for a copy of the police report and send it to them?

tberry4118

Slinky said:

Can't you apply for a copy of the police report and send it to them?

Thats what I've done, I should recieve it soon. They did say they were going to send me an appendix D form though. So I'm not sure if the police report will have the information there after as an appendix D form gives information on specific things that the insurance company want to know 

jimjames

tberry4118 said:

Slinky said:

Can't you apply for a copy of the police report and send it to them?

Thats what I've done, I should recieve it soon. They did say they were going to send me an appendix D form though. So I'm not sure if the police report will have the information there after as an appendix D form gives information on specific things that the insurance company want to know 

Have you sent them the police photos that were taken after it was found as those show the correct colour and might help convince them?

tberry4118

jimjames said:

tberry4118 said:

Slinky said:

Can't you apply for a copy of the police report and send it to them?

Thats what I've done, I should recieve it soon. They did say they were going to send me an appendix D form though. So I'm not sure if the police report will have the information there after as an appendix D form gives information on specific things that the insurance company want to know 

Have you sent them the police photos that were taken after it was found as those show the correct colour and might help convince them?

Yes I sent them over two weeks ago and haven't heard anything since. I also asked them to speak to the police direct 

tberry4118

I've emailed my case handler twice in the past 2 weeks and I've had no reply, do I just leave them alone? I dont have a clue whats going on with my claim 

tberry4118

I recieved a letter today saying in order for them to consider my claim, they need the police report. The fraud team have passed me back to my normal claims handler so I'm feeling a bit more positive