Accident Claim woes - what to do?

sammynunes

Hi all,

I have a problem with a car insurance claim I am making because the insurance company is completely incompetent and unhelpful. I wondered if anyone could offer advice.

The claim is being handled by a claim management company who I got put through to after phoning the claim number on my motor insurance certificate. The policy was originally arranged through a broker.

The claim is about an accident I had in my van four months ago when I ran into another car. I made the claim straight away and they sent an assessor out after 2 weeks. It then took ten weeks of chasing before I finally received an analysis that the van was a total loss and they made an offer.

The offer was very low compared to the current market value (VW Transporter) and I informed them the same day that I rejected the offer and expected something more realistic. That was now three weeks ago and I've chased them three times with no success. I fear that every stage is going to be met with a three month delay if I allow them to proceed in the manner they are.

So I think I need to make a formal complaint so it can be progressed to the Ombudsman because I already believe it will not be resolved if I don't do this. Do I need to address this complaint to the broker, the insurer or the claims management company?

Does anyone have any other ideas how to deal with an insurer/claims management company who appear to have the business model of trying to avoid paying claims by just ignoring their customers?

Sandtree

Presumably this is a TPA (third party administrator) acting on behalf of your insurers rather than an accident management company (AMC) that acts on your behalf and presents the claim to the third party insurer for you whilst dealing with some aspects of your claim on credit?

Assuming it is a TPA then follow the complaints process in your policy book... in most cases it will be a complaint to the TPA and then escalation to the ombudsman but a few insurers delegate claims authority but not complaints in which case its the insurer. The broker may be able to help prod things along but is unlikely to be involved in your complaint.

sammynunes

Thanks.

I put a complaint in.....although I suspect that it will be ignored like any other communication.

It's unclear what I need to do next if they do ignore me as the usual procedure for the Ombudsman is to wait for the result of the complaint.....and I'm certain I will not get one.

Car_54

sammynunes said:

Thanks.

I put a complaint in.....although I suspect that it will be ignored like any other communication.

It's unclear what I need to do next if they do ignore me as the usual procedure for the Ombudsman is to wait for the result of the complaint.....and I'm certain I will not get one.

No, the Ombudsman has a time limit, and if you have no resolution within x weeks you can go him. From memory it's 8 weeks, but you need to check the website.

born_again

8 Weeks for the company to either resolve or issue a deadlock letter. Then you can go to FOS. Just make sure they are FOS regulated.
They can not ignore a complaint. That will see them in even more bother.