No progress -Accident repair by insurance - Very annoyed

edited 25 May 2022 at 9:47AM in Insurance & life assurance
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everfor007everfor007 Forumite
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Second Anniversary 10 Posts
edited 25 May 2022 at 9:47AM in Insurance & life assurance
First time, 4 weeks ago had a minor accident, bumper got well down and side wing got pressed.  Due to bumper well down, it's not driveable. Insurance tried their local authorised garage, due to busy they shifted the car through recovery to their storage stating will find other garage shortly and get it repair done. 
After continuous chasing for 10 days to customer service and with manager escalation they've given a courtesy car.

 Whenever i called to customer  service to know repair status, surprisingly they are asking me, where is the car or take the car to repair centre..when i reply, you took the car and left  it in their insurance storage, they'll check system for few mins and come back  say apology and asking me whether i am able find the garage myself and i said i am only aware my authorised OEM service center and they are replying insurance won't send to OEM centre's and  assigning it random garage in their network and asking me to contact the garage if they not contacted within 48hours. When i called to garage they've no clue about my car and not aware such request came to them.  it happened 3 times and every time i've revert to customer service.

Last week they've assigned to their national garage network group to search garage's and this week got a call to me from one of their partner garage, to bring the car.  i said it was with insurance storage, you've to check with them.  Later i called to insurance to know the status, whether they able to send the car from their storage to garage, they've no clue from which garage i got a call.

I am annoyed almost 4 week passed till now and no progress and no proper info.   We are not comfortable to drive the courtesy garage continuously..
if it's happening continuously, finally are they going to write off my car, seem it's insurance valuation i.e £6K ? Due to recent car prices hike,  if i want to buy around same age/mileage of car it will cost additional £5K and on top of that they took 2 years no claim discount.

Any advice how to tackle this situation?


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