Auxillis non-fault claim & unfair charges for "damage" to hire car

FFairy

I have been browsing the MSE and honestjohn website for some advice regarding credit-hire cars and dishonesty on the part of the accident management companies. I would be very grateful for any advice you can give.

My vehicle was involved in a no-fault claim in December, when it was hit  by a third party whilst parked outside my home. The insurance company immediately put me in contact with Auxillis, who required me to sign various documents online for my car to be taken to assessment, including a credit-hire agreement and provide card details. The claim was concluded in January, with the third party admitting fault, after my car was declared a total loss, and the hire car returned within 3 weeks. I only drove the hire car around 100-150 miles in total and minimised by usage of it, because it was much newer than my own car and I was scared to damage it.

I was not given any paperwork concerning the condition of the hire-car when it was dropped off to me, and I did not think to take any photos of its condition, the driver did a quick walk round and said its undamaged. When it was collected, the pick-up driver did mention a scuffed alloy and a small scratch on the rear passenger wing. I had no knowledge of this damage and did not accept any responsibility for them at the time. I later received a call from Auxillis regarding the damage and again advised I was not aware of any incident occurring where the damage was caused whilst I had possession of the car and did not accept responsibility for it.

I have now received an emailed Invoice from Auxillis, for £500, stating the car was returned damaged and as per their t&cs I am responsible for payment, which will be taken from my card details they hold on file. I have not been provided with condition reports of the car at any stage, nor do I believe I am responsible for any damage to the car. The repair charges also seem excessive. I would be very grateful for any advice on how to argue against this payment demand.

penners324

Go back to them denying their claim. Advise them no payment will be accepted.

If they do, advise your card company it's Fraudulent 

sheramber

The costs will include a charge for the day/s the car is out of use while being repaired.

KimJongUn88

What evidence do you have that the damage was already there when the car was delivered to you? You already advise that you didn’t take any photos. So, the delivery driver advised that there was no damage when the car was dropped off to you. What evidence do you have to dispute that?

KimJongUn88

penners324 said:

Go back to them denying their claim. Advise them no payment will be accepted.

If they do, advise your card company it's Fraudulent 

There's no evidence that the charges are fraudulent. Stupid advice like the above is no help to anyone. 

born_again

penners324 said:

Go back to them denying their claim. Advise them no payment will be accepted.

If they do, advise your card company it's Fraudulent 

Till they reject the claim giving the OP's name address & reason for the car..

Op then risks bank cancelling account for breach of trust.

FFairy

I unfortunately didn't take pictures either when the car was delivered or of its condition when it was collected. I had expected a document to sign, showing a diagram of the car with any damage marked when it was dropped to me (as has happened on a previous occasion when we had use of  credit-hire car in a similar no-fault accident), but nothing was provided. So I have no proof either way, I have emailed requesting Auxillis provide me with the vehicle condition reports they refer to in their email and am awaiting their response. In the meantime, I believe its their word against mine that the car wasn't previously damaged or damaged during its return journey to the car hire company, especially considering its been 2 months since it was returned.

rigolith

Your only real hope is that they have lost their evidence, but even then you will have a fight on your hands.

KimJongUn88

Remember you still need to maintain a working relationship ship with them as you’ve got to help them recover their outlay from the other side. You might end up going to Court for them.

NWDave

There should have been a car condition form filled out when the HV was delivered (signed by their delivery driver) and again when it was collected, some even take photos/video of the vehicle on your driveway. It could be that their driver delivering it may have missed the damage especially if it was driven to your address and say it was raining?

However if no vehicle condition form was completed, then put the onus on them to prove the damage was not present when you took delivery of it - as it was your insurer that pointed you to them make a complaint to them.

KimJongUn is correct - they still need your co-operation in the settlement of your claim, especially if the TPI dispute it. That said if you refuse to help them then you could be held liable for the hire charges, so its possibly best not to head down that path!

My advice is remain co-operative and keep the issue over damage to the HV as a separate matter. Complain like mad requesting a copy of the vehicle damage form which of course would have been countersigned by you accepting the condition of it. Also complain to your insurer.

Auxillis

Hi FFairy,

Could you please email [email protected] with your Auxillis reference number, so we can identify your case and arrange for you to be contacted directly regarding this?

Kind Regards,

Auxillis Online Team