Auxillis Total Loss Settlement

PerranDriver

So my wife's Qashqai (69 plate Tekna 1.3 45k miles) was rear-ended a couple of weeks ago. It was 100% the third party's fault (driving too close/fast) and they accepted that at the roadside.

Admiral offered to claim via Auxillis. The big advantage being no upfront excess to pay and wouldn't count as a claim, although it was very vague as to what we were actually agreeing to. 

A week later, a hire car was delivered and the Qashqai was collected. All seemed to be very efficient from Auxillis so far.

They called my wife today to inform her that it is a Total Loss Cat S and the third party's insurer has offered a settlement figure of £2,982. A far cry from the market value (£12-15k). The Auxillis guy did note that they had come back very quickly with that offer...

We've never had to claim on our insurance. Is this normal? Part of a game that we have to play when dealing with car insurance companies?

We rejected the offer and they said they would have to pass it back to Admiral as it was a total loss.

It would be useful to hear from people who have been through a similar process or who know how he system works. What can I expect next? Will Admiral negotiate on our behalf? Should I complain to the ombudsman if they keep offering ridiculous settlement figures?

Thanks in advance.

Tucosalamanca

A 2019 Nissan Qashqui for less than £3,000, has someone got their wires crossed somewhere, as this doesn't seem right? (no it's not normal and I would expect to negotiate from a far higher starting point).

DullGreyGuy

PerranDriver said:

We rejected the offer and they said they would have to pass it back to Admiral as it was a total loss.

It would be useful to hear from people who have been through a similar process or who know how he system works. What can I expect next? Will Admiral negotiate on our behalf? Should I complain to the ombudsman if they keep offering ridiculous settlement figures?

Ordinarily Auxilis would arrange for an independent engineer to inspect the vehicle who would put a value on it. This would then be sent to the third party insurer who'll either accept it or make their own offer. They would however normally tell you the engineers valuation too.

Whilst Auxillis are managing the claim Admiral will have no involvement. You also have no right to go to the ombudsman whilst claiming from a third party insurer, ombudsman's remit is only for complaints originating from customers not third parties. 

First step is to ask Auxillis if they did get an engineers report and if they did then what value they put on the vehicle. Clearly if your engineer has valued it at £2,982 and the third party insurer have simply accepted that then it's a bit awkward to say the least. 

If it passes back to Admiral then it will be a fault claim on your own policy until such time as they are reimbursed and settlement will be net of the excess which then you reclaim from the third party insurer. They may or may not use the engineer report if it exists. 

If Admiral recover their outlay in full then it will revert to being a non-fault claim (same as if you continued with Auxillis, it never becomes a non-claim). The fact the TPI has put a value on the vehicle before Admiral request their outlay may make things more complex but again it depends on where the value came from 

Nobbie1967

The figure you quote sounds more like the current salvage value of the car. Maybe there has been a miscommunication somewhere. Just reply and tell them it’s ridiculous.

sheslookinhot

Another reason to let your own insurance company deal with your “claim”. 

Why do people avoid going through their own insurance company ?

Your premium will be affected either way.

DullGreyGuy

sheslookinhot said:

Why do people avoid going through their own insurance company ?

Your premium will be affected either way.

A number of reasons...

• Some select an excess they cannot easily afford to pay
• They're told it will be easier/quicker/less hassle by their insurer/garage/mates/random guy in the pub
• They google their insurer's telephone number and pick up a claims management company's because they were doing paid advertisements 
• They're told its a fault claim until its settled so will impact NCD and premiums until settlement by the TPI
• You can't cancel your policy with a claim made but can with a claim going via a claims management company

Your premiums will be impacted more significantly if the claim is unsettled at renewal, some will count the claim as non-fault for the whole period in certain circumstances where recovery is all but guaranteed but many won't. It then somewhat creates lock in at renewal too if recoveries are outstanding.