Onecall insurance "repaired my car"

stuey_aka_poppa

Hi all, new guy here, I was involved in a rear end shunt (sept 2021) where my insurer Onecall insurance Limited handled my claim against the guy that hit my vehicle. They took my vehicle to be assessed whether it would be a write off etc, heard nothing for a week and then I rang them for an update, they said they were waiting for an exhaust and then i'd get it back?? i was very surprised at this because the following asked for estimation was £400 less than the £8000 value of the car?? there was no communication between them during the process, I wasn't asked for any input, or if i'd like the car repaired locally etc. So the short version is they attempted repair and did a very very VERY poor job, i rejected it, they attempted a second repair and could not get it right again, just spraying a red paint over the black sealant from the first bodge and that took 2 weeks? It actually came back worse? I advised them I'd seek a local company to generate an estimate to which they could pay for to make the car pre-accident condition. i made an official complaint which guidelines on their website were just about adhered to by the skin of their teeth, despite me having to badger them for updates and to remind them I wanted a resolution. They offered me £150 compensation, which I refused, there is also a personal injury claim with the case to which I am being ignored from too, OneCall affiliated solicitors as it happens. you couldn't make it up......

After first repair it had an MOT before going back, it failed this mot on parts they had fitted. I should have realised that a garage that cannot fit a headlight properly have no chance of repairing a car hit at 40mph

Has anyone else had a bad experience with Onecall Insurance garages Liverpool or is it just me?? Did your case ever get resolved??

The only part they got right was the paperwork and the oh so beautiful vastly underpowered and over-specced 2021 MG3 courtesy car that struggled to do more than high 20's MPG.

GhibliFan

Shocking. I've never heard of them but a quick look just now at their Trustpilot reviews would have me running a mile.  Thanks for the warning and I hope you get some satisfaction from them. They sound an absolute shower.

Olinda99

Don't forget that if all else fails you could try claiming direct against the driver for a repair (and hence against their insurance company) as in the end they are responsible for putting you back in the position you were in before the accident.

Sandtree

Olinda99 said:

Don't forget that if all else fails you could try claiming direct against the driver for a repair (and hence against their insurance company) as in the end they are responsible for putting you back in the position you were in before the accident.

That not good advice at this point in time... if the OP did that then the counterclaim from OneCall would be rejected as the Third Party Insurer will claim they settled directly and as such the OP then has a fault claim on their record for 5 years because OneCall was unable to recover their outlay.

Worse still, OneCall may be doing this on credit terms rather than under the insurance (remember they aren't an insurance company) in which case the non-recovery would still be a problem but the OP would have to repay OneCall their costs including the "courtesy car" which would be at a typically excessive credit hire rate.