Aviva Dragging their heels

sarapierson88

Hi All

I have a query with my Insurance company Aviva and i am looking for some advice.

on 6th Jan 22, my car was written off. 4 weeks later i had my settlement figure with an official letter from Co-part. this has now gone back to Aviva so settle. 

i raised a complaint about this as i was lied to and the customer service i received was disgraceful along with it taking 4 weeks. 

Now I am having to contact Aviva every day regarding them to pay the settlement as i do not hold a receipt for the purchase of my car. 

I have sent them the conversation i had with my ex-father in law, where he accepts the payment into his bank account, along with the transfer receipt, i have also sent them bank statements. 

it has now been 6 weeks since the accident, i have had to take a loan out to buy another car because of them delaying. 

Please could you let me know if what i have sent is enough information regarding the ownship of my car? if it's not what do i do?

 i still have £3k to pay off the loan i originally got out to pay my ex father in law and now a £12500 loan to pay for the current car. 

Kind regards

Sara Pierson 

Sandtree

Are Aviva your insurers or are they the insurers of the third party and you are claiming off their insurance as the non-fault third party?

How has Copart got involved? I only know them as a dealer in write offs, its not a great stretch to say they could do the engineering side of a total loss claim but wasnt aware that they did. 

Are you still on speaking terms with your former FiL? So if they wanted a retrospective sales invoice you could knock one up between you?

TELLIT01

If it's relevant to the delay, can you explain more about how the insurer has lied to you?  If you are in dispute with them, they may be checking records and recordings to get a transcript of any conversation before dealing any further with the matter.  What problems did you have with customer service?

sarapierson88

Hi Both
Aviva are my insurers, my car is a write off, co-part are the people who Aviva use to collect it from where ever the police took it, valuate it and send me the agreed settlement. this shouldn't take no more then 2-3weeks. Thursday it will be 7 weeks. 
I have spoke to my ex FIL and he said to hold on and see is the insurance company requires anything else. he is happy to speak to them too, but i kinda dont want my past involved in my present. 

the delays have been from co-part not picking the car up, co-part, also sent me confirmation of vehicle pick ups, when i phone the scrap yard they confirmed the car was still there and even sent me pictures of it still on their yard that evening after they closed. 
eventually co-part picked up, said it was going to their Wolverhampton yard, but ended up in Bristol. 
When speaking with co-part and Aviva no one knew what was going on, i was the one coordinating and informing them of the latest where about of the car. 

now i am waiting on Aviva to confirm they will transfer the settlement. 

im so worried they will find any excuse not to pay. 

 

Sandtree

Copart's main income is from selling written off vehicles, I dont know Aviva's commercial terms with them but for my days in Motor our salvage merchant paid us 20% of the total loss value. We equally wouldnt have a clue as to where the vehicle has gone once authorisation was given to the salvage company to recover the vehicle but then we would have instructed the policyholder to remove their personal possessions before that happened.

Ultimately register a complaint with them about the amount of time from offer to settlement

sarapierson88

Thank you Sandtree, i have a complaint registered with Aviva regarding all this.
the salvage company where my car was before co-part retrieved it, said they had 3 separate arrangement for them to come and they were no shows. i understand we are living in tougher times at the moment and there is a shortage of drivers, all i have ever wanted out of this is communication.