Car Insurance Non-Fault Claim Using Insurer Recommended Repairer

henrygregory

Unfortunately, I was rear ended at a roundabout. My car insurer: Kwikfit have passed me to Enterprise Rent A Car to deal with everything. No major damage but bumper cracked and paint damaged. My car is a 2018, in excellent condition other than this damage, it should be a fast and simple repair, there is no damage to the bottom of the boot or under the bumper as it was a very low speed bump. I am not happy with the garage they recommend. Around 10 years ago, my car was repaired through insurance at this garage, it came back filthy and the repair (re-skinned door) went rusty within two years and had to be done again through the insurance. Having read recent reviews of this company, it would appear that nothing has changed and I don’t need the stress of repeat visits, and having the car come back in worse condition than it went in.

I did ask about Kwikfit about the possibility of using another authorised repair centre as I know I am legally able to do this, but the insurer again told me to go through Enterprise. I am getting constant text messages, voicemails and calls from Enterprise, Insure The Box whoever they are, the repair company I am not keen to use, legal representatives I don’t need help from… it is exhausting. I am autistic and really struggle with being barraged with info and phone calls. I have had no sleep and don’t know what to do as being asked for image uploads of damage from various companies. I was expecting to just send everything to my insurer and let them deal with it.

I raised the above with Enterprise who told me I would have to speak to Kwikfit about using a non-approved repairers but I may have to pay the excess, but Kwikfit keep saying I should use the approved repairer.  

The insurance company have already told me that there would be no excess for me to pay because of the type of incident and the courtesy car is included with my cover. I also have full legal cover which they said I should use, but I said I don’t see the point as I am not injured and the damage is minimal. 

My policy excess is £50 voluntary and £150 compulsory - do I get that back as the person went into the back of me? 

Can someone please tell me if there is any issue in me going direct to a trusted insurance repairer? There are two local to me with fantastic reviews, open at weekends also which means I can easily drop the car off and collect. The approved repairers have restrictive hours and I have explained I travel a long way for work on the train so it will be hard for me to get back in time to drop hire cars off and collect mine. 

I just don’t understand what happens about the excess and courtesy car if I use a non-approved repairers centre. I would be grateful of any help on this and sorry it is long.  

Jaybee_16

Check the T&C of your policy. When I was getting insurance quotes a few months ago there were a number of insurers who doubled the excess for using a non-recommended repairer. 
Not sure the other party insurers would be willing to pay an increased excess because you had the repair done elsewhere.

cw8825

henrygregory said:

Unfortunately, I was rear ended at a roundabout. My car insurer: Kwikfit have passed me to Enterprise Rent A Car to deal with everything. No major damage but bumper cracked and paint damaged. My car is a 2018, in excellent condition other than this damage, it should be a fast and simple repair, there is no damage to the bottom of the boot or under the bumper as it was a very low speed bump. I am not happy with the garage they recommend. Around 10 years ago, my car was repaired through insurance at this garage, it came back filthy and the repair (re-skinned door) went rusty within two years and had to be done again through the insurance. Having read recent reviews of this company, it would appear that nothing has changed and I don’t need the stress of repeat visits, and having the car come back in worse condition than it went in.

I did ask about Kwikfit about the possibility of using another authorised repair centre as I know I am legally able to do this, but the insurer again told me to go through Enterprise. I am getting constant text messages, voicemails and calls from Enterprise, Insure The Box whoever they are, the repair company I am not keen to use, legal representatives I don’t need help from… it is exhausting. I am autistic and really struggle with being barraged with info and phone calls. I have had no sleep and don’t know what to do as being asked for image uploads of damage from various companies. I was expecting to just send everything to my insurer and let them deal with it.

I raised the above with Enterprise who told me I would have to speak to Kwikfit about using a non-approved repairers but I may have to pay the excess, but Kwikfit keep saying I should use the approved repairer.  

The insurance company have already told me that there would be no excess for me to pay because of the type of incident and the courtesy car is included with my cover. I also have full legal cover which they said I should use, but I said I don’t see the point as I am not injured and the damage is minimal. 

My policy excess is £50 voluntary and £150 compulsory - do I get that back as the person went into the back of me? 

Can someone please tell me if there is any issue in me going direct to a trusted insurance repairer? There are two local to me with fantastic reviews, open at weekends also which means I can easily drop the car off and collect. The approved repairers have restrictive hours and I have explained I travel a long way for work on the train so it will be hard for me to get back in time to drop hire cars off and collect mine. 

I just don’t understand what happens about the excess and courtesy car if I use a non-approved repairers centre. I would be grateful of any help on this and sorry it is long.  

as already stated check your policy
there are more cons to using a non approved repairer - no guaranteed courtesy car, no guarantee on standard of work, no route for comeback, may require you to get estimates approved

The excess you should be able to reclaim for the other drivers insurance, assuming they admit liability.

I would be careful with going through enterprise as that will likely be a credit agreement/accident management scenario

henrygregory

cw8825 said:

henrygregory said:

Unfortunately, I was rear ended at a roundabout. My car insurer: Kwikfit have passed me to Enterprise Rent A Car to deal with everything. No major damage but bumper cracked and paint damaged. My car is a 2018, in excellent condition other than this damage, it should be a fast and simple repair, there is no damage to the bottom of the boot or under the bumper as it was a very low speed bump. I am not happy with the garage they recommend. Around 10 years ago, my car was repaired through insurance at this garage, it came back filthy and the repair (re-skinned door) went rusty within two years and had to be done again through the insurance. Having read recent reviews of this company, it would appear that nothing has changed and I don’t need the stress of repeat visits, and having the car come back in worse condition than it went in.

I did ask about Kwikfit about the possibility of using another authorised repair centre as I know I am legally able to do this, but the insurer again told me to go through Enterprise. I am getting constant text messages, voicemails and calls from Enterprise, Insure The Box whoever they are, the repair company I am not keen to use, legal representatives I don’t need help from… it is exhausting. I am autistic and really struggle with being barraged with info and phone calls. I have had no sleep and don’t know what to do as being asked for image uploads of damage from various companies. I was expecting to just send everything to my insurer and let them deal with it.

I raised the above with Enterprise who told me I would have to speak to Kwikfit about using a non-approved repairers but I may have to pay the excess, but Kwikfit keep saying I should use the approved repairer.  

The insurance company have already told me that there would be no excess for me to pay because of the type of incident and the courtesy car is included with my cover. I also have full legal cover which they said I should use, but I said I don’t see the point as I am not injured and the damage is minimal. 

My policy excess is £50 voluntary and £150 compulsory - do I get that back as the person went into the back of me? 

Can someone please tell me if there is any issue in me going direct to a trusted insurance repairer? There are two local to me with fantastic reviews, open at weekends also which means I can easily drop the car off and collect. The approved repairers have restrictive hours and I have explained I travel a long way for work on the train so it will be hard for me to get back in time to drop hire cars off and collect mine. 

I just don’t understand what happens about the excess and courtesy car if I use a non-approved repairers centre. I would be grateful of any help on this and sorry it is long.  

as already stated check your policy
there are more cons to using a non approved repairer - no guaranteed courtesy car, no guarantee on standard of work, no route for comeback, may require you to get estimates approved

The excess you should be able to reclaim for the other drivers insurance, assuming they admit liability.

I would be careful with going through enterprise as that will likely be a credit agreement/accident management scenario

Thanks both it sounds like 3rd party repair might not be a sensible choice then. I guess I might have to go with their approved repairer and go over the car with a fine toothcomb after and expect to reject the car the first time I go to collect it which is a horrible way to have to think.

Enterprise is who my insurer passed me to, so if I am to use an approved-repairer, it doesn't look like I have a choice in using anyone but Enterprise. They told me on the phone I won't need to pay an excess due to the nature of the claim and it is very unlikely that the other driver will dispute this due to them going into back of me. They said I would get a replacement car as I have that option on the policy. 

Enterprise sent me something over to sign, but I have rejected it and emailed them back stating that at the top of the document, the accident date is incorrect. Not a great start if they can't even get the date of the accident right. I have not had to deal with an insurance claim in over a decade and I just can't believe how over-complicated things are now. I have never known so many text messages, voicemails, calls, emails, voicemails whilst you are already on the phone to them and they are ringing you but you are already talking to them, it is absoloutely exhausting. 

I have checked the documents the insurer provided me twice now. The Insurance Product Information Document states you should check the Policy Schedule for details on excesses and the amount you should have to pay towards any claim. It makes no mention about doubling an excess if I use another repair company. I found the following in the Insurance Policy Document. It seems from this that if I use a non-approved repairer, I would not get a courtesey car whilst mine is repaired and there would be no garuntee on the works done. 

DullGreyGuy

henrygregory said:

cw8825 said:

henrygregory said:

Unfortunately, I was rear ended at a roundabout. My car insurer: Kwikfit have passed me to Enterprise Rent A Car to deal with everything. No major damage but bumper cracked and paint damaged. My car is a 2018, in excellent condition other than this damage, it should be a fast and simple repair, there is no damage to the bottom of the boot or under the bumper as it was a very low speed bump. I am not happy with the garage they recommend. Around 10 years ago, my car was repaired through insurance at this garage, it came back filthy and the repair (re-skinned door) went rusty within two years and had to be done again through the insurance. Having read recent reviews of this company, it would appear that nothing has changed and I don’t need the stress of repeat visits, and having the car come back in worse condition than it went in.

I did ask about Kwikfit about the possibility of using another authorised repair centre as I know I am legally able to do this, but the insurer again told me to go through Enterprise. I am getting constant text messages, voicemails and calls from Enterprise, Insure The Box whoever they are, the repair company I am not keen to use, legal representatives I don’t need help from… it is exhausting. I am autistic and really struggle with being barraged with info and phone calls. I have had no sleep and don’t know what to do as being asked for image uploads of damage from various companies. I was expecting to just send everything to my insurer and let them deal with it.

I raised the above with Enterprise who told me I would have to speak to Kwikfit about using a non-approved repairers but I may have to pay the excess, but Kwikfit keep saying I should use the approved repairer.  

The insurance company have already told me that there would be no excess for me to pay because of the type of incident and the courtesy car is included with my cover. I also have full legal cover which they said I should use, but I said I don’t see the point as I am not injured and the damage is minimal. 

My policy excess is £50 voluntary and £150 compulsory - do I get that back as the person went into the back of me? 

Can someone please tell me if there is any issue in me going direct to a trusted insurance repairer? There are two local to me with fantastic reviews, open at weekends also which means I can easily drop the car off and collect. The approved repairers have restrictive hours and I have explained I travel a long way for work on the train so it will be hard for me to get back in time to drop hire cars off and collect mine. 

I just don’t understand what happens about the excess and courtesy car if I use a non-approved repairers centre. I would be grateful of any help on this and sorry it is long.  

as already stated check your policy
there are more cons to using a non approved repairer - no guaranteed courtesy car, no guarantee on standard of work, no route for comeback, may require you to get estimates approved

The excess you should be able to reclaim for the other drivers insurance, assuming they admit liability.

I would be careful with going through enterprise as that will likely be a credit agreement/accident management scenario

Thanks both it sounds like 3rd party repair might not be a sensible choice then. I guess I might have to go with their approved repairer and go over the car with a fine toothcomb after and expect to reject the car the first time I go to collect it which is a horrible way to have to think.

Enterprise is who my insurer passed me to, so if I am to use an approved-repairer, it doesn't look like I have a choice in using anyone but Enterprise. They told me on the phone I won't need to pay an excess due to the nature of the claim and it is very unlikely that the other driver will dispute this due to them going into back of me. They said I would get a replacement car as I have that option on the policy. 

Enterprise sent me something over to sign, but I have rejected it and emailed them back stating that at the top of the document, the accident date is incorrect. Not a great start if they can't even get the date of the accident right. I have not had to deal with an insurance claim in over a decade and I just can't believe how over-complicated things are now. I have never known so many text messages, voicemails, calls, emails, voicemails whilst you are already on the phone to them and they are ringing you but you are already talking to them, it is absoloutely exhausting. 

I have checked the documents the insurer provided me twice now. The Insurance Product Information Document states you should check the Policy Schedule for details on excesses and the amount you should have to pay towards any claim. It makes no mention about doubling an excess if I use another repair company. I found the following in the Insurance Policy Document. It seems from this that if I use a non-approved repairer, I would not get a courtesey car whilst mine is repaired and there would be no garuntee on the works done. 

Its not clear what role Enterprise are playing, has Kwik outsourced claims handling to them and so they are proceeding under the terms of your policy or have they sold passed your details to them as an accident management company and so its being dealt with on a credit basis instead? There is certainly some evidence that Kwik Fit used to pass to AMCs for non-fault cases. 

IPID is only a summary, it should include any "unusual" terms but the policybook is the one to really check. Obviously if this is an AMC case then the whole policybook is irrelevant. 

henrygregory

DullGreyGuy said:

henrygregory said:

cw8825 said:

henrygregory said:

Unfortunately, I was rear ended at a roundabout. My car insurer: Kwikfit have passed me to Enterprise Rent A Car to deal with everything. No major damage but bumper cracked and paint damaged. My car is a 2018, in excellent condition other than this damage, it should be a fast and simple repair, there is no damage to the bottom of the boot or under the bumper as it was a very low speed bump. I am not happy with the garage they recommend. Around 10 years ago, my car was repaired through insurance at this garage, it came back filthy and the repair (re-skinned door) went rusty within two years and had to be done again through the insurance. Having read recent reviews of this company, it would appear that nothing has changed and I don’t need the stress of repeat visits, and having the car come back in worse condition than it went in.

I did ask about Kwikfit about the possibility of using another authorised repair centre as I know I am legally able to do this, but the insurer again told me to go through Enterprise. I am getting constant text messages, voicemails and calls from Enterprise, Insure The Box whoever they are, the repair company I am not keen to use, legal representatives I don’t need help from… it is exhausting. I am autistic and really struggle with being barraged with info and phone calls. I have had no sleep and don’t know what to do as being asked for image uploads of damage from various companies. I was expecting to just send everything to my insurer and let them deal with it.

I raised the above with Enterprise who told me I would have to speak to Kwikfit about using a non-approved repairers but I may have to pay the excess, but Kwikfit keep saying I should use the approved repairer.  

The insurance company have already told me that there would be no excess for me to pay because of the type of incident and the courtesy car is included with my cover. I also have full legal cover which they said I should use, but I said I don’t see the point as I am not injured and the damage is minimal. 

My policy excess is £50 voluntary and £150 compulsory - do I get that back as the person went into the back of me? 

Can someone please tell me if there is any issue in me going direct to a trusted insurance repairer? There are two local to me with fantastic reviews, open at weekends also which means I can easily drop the car off and collect. The approved repairers have restrictive hours and I have explained I travel a long way for work on the train so it will be hard for me to get back in time to drop hire cars off and collect mine. 

I just don’t understand what happens about the excess and courtesy car if I use a non-approved repairers centre. I would be grateful of any help on this and sorry it is long.  

as already stated check your policy
there are more cons to using a non approved repairer - no guaranteed courtesy car, no guarantee on standard of work, no route for comeback, may require you to get estimates approved

The excess you should be able to reclaim for the other drivers insurance, assuming they admit liability.

I would be careful with going through enterprise as that will likely be a credit agreement/accident management scenario

Thanks both it sounds like 3rd party repair might not be a sensible choice then. I guess I might have to go with their approved repairer and go over the car with a fine toothcomb after and expect to reject the car the first time I go to collect it which is a horrible way to have to think.

Enterprise is who my insurer passed me to, so if I am to use an approved-repairer, it doesn't look like I have a choice in using anyone but Enterprise. They told me on the phone I won't need to pay an excess due to the nature of the claim and it is very unlikely that the other driver will dispute this due to them going into back of me. They said I would get a replacement car as I have that option on the policy. 

Enterprise sent me something over to sign, but I have rejected it and emailed them back stating that at the top of the document, the accident date is incorrect. Not a great start if they can't even get the date of the accident right. I have not had to deal with an insurance claim in over a decade and I just can't believe how over-complicated things are now. I have never known so many text messages, voicemails, calls, emails, voicemails whilst you are already on the phone to them and they are ringing you but you are already talking to them, it is absoloutely exhausting. 

I have checked the documents the insurer provided me twice now. The Insurance Product Information Document states you should check the Policy Schedule for details on excesses and the amount you should have to pay towards any claim. It makes no mention about doubling an excess if I use another repair company. I found the following in the Insurance Policy Document. It seems from this that if I use a non-approved repairer, I would not get a courtesey car whilst mine is repaired and there would be no garuntee on the works done. 

Its not clear what role Enterprise are playing, has Kwik outsourced claims handling to them and so they are proceeding under the terms of your policy or have they sold passed your details to them as an accident management company and so its being dealt with on a credit basis instead? There is certainly some evidence that Kwik Fit used to pass to AMCs for non-fault cases. 

IPID is only a summary, it should include any "unusual" terms but the policybook is the one to really check. Obviously if this is an AMC case then the whole policybook is irrelevant. 

I get the feeling this is being outsourced as once I was put through to Enterprise and they offered me a repair shop with a poor reputation locally, I said no, suggested two, was placed on hold to be told the manager won't let them book that so I said well what are the options as I should be able to choose where it goes within reason. They said they will keep the case open but I would need to go back to Kwikfit, rang Kwikfit again and then put it straight through to Enterprise and then I started getting texts (amoung many) from Insure the Box whom I have never had any dealings with.

Honestly, I have never known anything like this with so many different companies involved and all I did after the accident was rang Kwikfit to report that someone had run into the back of me. 

Aretnap

Jaybee_16 said:

Check the T&C of your policy. When I was getting insurance quotes a few months ago there were a number of insurers who doubled the excess for using a non-recommended repairer. 
Not sure the other party insurers would be willing to pay an increased excess because you had the repair done elsewhere.

The other party's insurers don't get a say in it. So long as the cost of repairs you incur is reasonable (note: reasonable does not mean cheapest available) then they will be liable for it. The size of your excess just affects how much of that costthey end up sending to you instead of your insurer.

henrygregory

Aretnap said:

Jaybee_16 said:

Check the T&C of your policy. When I was getting insurance quotes a few months ago there were a number of insurers who doubled the excess for using a non-recommended repairer. 
Not sure the other party insurers would be willing to pay an increased excess because you had the repair done elsewhere.

The other party's insurers don't get a say in it. So long as the cost of repairs you incur is reasonable (note: reasonable does not mean cheapest available) then they will be liable for it. The size of your excess just affects how much of that costthey end up sending to you instead of your insurer.

Thank you, that's helpful. I don't think I could get a courtesey car though if I used a non-recommended repairer which could be an issue. I am sure I could get a hire car and keep the receipts but I really don't have the money to be waiting weeks or months to get it paid back again. 

I am wondering if I should make use of the legal protection I have on the policy. 
They sent me through a long email through this morning, this was the top pharagraph:

We have today been asked by Insure The Box to act on your behalf in connection with the recovery of your uninsured losses arising out of the above accident but have been unable to make contact with you by telephone to discuss this matter further.

Maybe they can advise me on the best way forward. 

DullGreyGuy

henrygregory said:

DullGreyGuy said:

henrygregory said:

cw8825 said:

henrygregory said:

Unfortunately, I was rear ended at a roundabout. My car insurer: Kwikfit have passed me to Enterprise Rent A Car to deal with everything. No major damage but bumper cracked and paint damaged. My car is a 2018, in excellent condition other than this damage, it should be a fast and simple repair, there is no damage to the bottom of the boot or under the bumper as it was a very low speed bump. I am not happy with the garage they recommend. Around 10 years ago, my car was repaired through insurance at this garage, it came back filthy and the repair (re-skinned door) went rusty within two years and had to be done again through the insurance. Having read recent reviews of this company, it would appear that nothing has changed and I don’t need the stress of repeat visits, and having the car come back in worse condition than it went in.

I did ask about Kwikfit about the possibility of using another authorised repair centre as I know I am legally able to do this, but the insurer again told me to go through Enterprise. I am getting constant text messages, voicemails and calls from Enterprise, Insure The Box whoever they are, the repair company I am not keen to use, legal representatives I don’t need help from… it is exhausting. I am autistic and really struggle with being barraged with info and phone calls. I have had no sleep and don’t know what to do as being asked for image uploads of damage from various companies. I was expecting to just send everything to my insurer and let them deal with it.

I raised the above with Enterprise who told me I would have to speak to Kwikfit about using a non-approved repairers but I may have to pay the excess, but Kwikfit keep saying I should use the approved repairer.  

The insurance company have already told me that there would be no excess for me to pay because of the type of incident and the courtesy car is included with my cover. I also have full legal cover which they said I should use, but I said I don’t see the point as I am not injured and the damage is minimal. 

My policy excess is £50 voluntary and £150 compulsory - do I get that back as the person went into the back of me? 

Can someone please tell me if there is any issue in me going direct to a trusted insurance repairer? There are two local to me with fantastic reviews, open at weekends also which means I can easily drop the car off and collect. The approved repairers have restrictive hours and I have explained I travel a long way for work on the train so it will be hard for me to get back in time to drop hire cars off and collect mine. 

I just don’t understand what happens about the excess and courtesy car if I use a non-approved repairers centre. I would be grateful of any help on this and sorry it is long.  

as already stated check your policy
there are more cons to using a non approved repairer - no guaranteed courtesy car, no guarantee on standard of work, no route for comeback, may require you to get estimates approved

The excess you should be able to reclaim for the other drivers insurance, assuming they admit liability.

I would be careful with going through enterprise as that will likely be a credit agreement/accident management scenario

Thanks both it sounds like 3rd party repair might not be a sensible choice then. I guess I might have to go with their approved repairer and go over the car with a fine toothcomb after and expect to reject the car the first time I go to collect it which is a horrible way to have to think.

Enterprise is who my insurer passed me to, so if I am to use an approved-repairer, it doesn't look like I have a choice in using anyone but Enterprise. They told me on the phone I won't need to pay an excess due to the nature of the claim and it is very unlikely that the other driver will dispute this due to them going into back of me. They said I would get a replacement car as I have that option on the policy. 

Enterprise sent me something over to sign, but I have rejected it and emailed them back stating that at the top of the document, the accident date is incorrect. Not a great start if they can't even get the date of the accident right. I have not had to deal with an insurance claim in over a decade and I just can't believe how over-complicated things are now. I have never known so many text messages, voicemails, calls, emails, voicemails whilst you are already on the phone to them and they are ringing you but you are already talking to them, it is absoloutely exhausting. 

I have checked the documents the insurer provided me twice now. The Insurance Product Information Document states you should check the Policy Schedule for details on excesses and the amount you should have to pay towards any claim. It makes no mention about doubling an excess if I use another repair company. I found the following in the Insurance Policy Document. It seems from this that if I use a non-approved repairer, I would not get a courtesey car whilst mine is repaired and there would be no garuntee on the works done. 

Its not clear what role Enterprise are playing, has Kwik outsourced claims handling to them and so they are proceeding under the terms of your policy or have they sold passed your details to them as an accident management company and so its being dealt with on a credit basis instead? There is certainly some evidence that Kwik Fit used to pass to AMCs for non-fault cases. 

IPID is only a summary, it should include any "unusual" terms but the policybook is the one to really check. Obviously if this is an AMC case then the whole policybook is irrelevant. 

I get the feeling this is being outsourced as once I was put through to Enterprise and they offered me a repair shop with a poor reputation locally, I said no, suggested two, was placed on hold to be told the manager won't let them book that so I said well what are the options as I should be able to choose where it goes within reason. They said they will keep the case open but I would need to go back to Kwikfit, rang Kwikfit again and then put it straight through to Enterprise and then I started getting texts (amoung many) from Insure the Box whom I have never had any dealings with.

Honestly, I have never known anything like this with so many different companies involved and all I did after the accident was rang Kwikfit to report that someone had run into the back of me. 

That wouldn't change things...

An outsourcing can be 100% to a true TPA who has full authority to do whatever they want, this makes it an insurance activity so whatever fee they charge KwikFit is exempt from VAT. Or Kwik Fit could put certain boundaries in place which may move it closer to not being an insurance activity meaning VAT is applied, eg Kwik Fit may require Enterprise to use their rather their own network or refer claims over £X. 

If they are an AMC they too will have a preferred network. In both cases if its Enterprise's network they are likely to get annual kickbacks from the work they have supplied. An AMC they may not be interested in doing credit repairs if they arent going to get the kickback. 

To be honest, it's a relatively small number of companies, I'm dealing with another insurer at the moment and they've identified they have over 240 material suppliers and who knows how many immaterial ones. 

henrygregory

Thanks everyone for your helpful posts.
An update from my end: I decided to just use the company my insurer sent me to which is Enterprise Rent a Car, at least the repair work will be garunteed and if the car comes back in an unsatisfactory condition, I will just reject the repairs. Enterprise contacted me this evening to see if I am able to drop the car with them tomorrow which I am able to do.

They have asked me to come to their local car hire centre and leave my car with them, and take one of their hire cars. They will then transport my car to the approved repairer and let me know when it is fixed and I can collect it. I am not expecting this to take long as the damage is minimal but I understand from these sort of arrangements, the hire company inflate the rental prices as it is on credit so I am assuming they will want to earn some money out of this.

The man said I will need to bring my driving licence, a copy of my insurance certificate showing my excess amounts and a bank card as a £1 deposit is needed. 
As a deposit is needed, I am assuming this is in case of damages. I have never used a national car hire company and to be honest, not sure if I trust them - I have always used local car hire firms and never had any bother.
Would it be prudent for me to purchase hire car excess insurance this evening? As I am unsure how long I will have the car, I am tempted to purchase a 1 year excess insurance. If I select 1 month of cover, it is £1 cheaper than selecting an annual policy, so an annual policy might be a safer option just in case for any reason, they keep my car past 19th December. 

There is lots of info from Enterprise but this is the main part which sums up how they operate. All makes sense to me and I am happy to provide them with whatever is needed. Still really surprised that my insurer isn't dealing with all of this on my behalf.

Thanks in advance for all of the helpful comments. 

This is not a free courtesy car, but the good news is, the accident circumstances you’ve described would suggest you

are not at fault and we will be providing you the hire car on a credit basis. Whilst you are responsible for the hire

charges, these charges are deferred which means you are not being asked to pay right now and our commitment to

you is to recover the charges for this vehicle from the at fault driver’s insurer. On rare occasions we may encounter

issues with these insurers at which point we will require your further cooperation to help recover these charges.

With your full cooperation we will secure payment from the at fault drivers insurer.

Step 1

• We will allocate a

repairer from our

expert repair

network

• Our partners IMS

will arrange an

independent

engineer inspection

to determine

whether your car

can be safely

repaired

• If your vehicle

cannot be repaired,

IMS will discuss all

available options

available with you.

Step 2

• Our local branch will

assist you to fill in

the necessary

documentation and

provide you with

your hire vehicle for

the duration of your

repairs

• We will monitor your

repairs and contact

you when your

repairs have been

completed to

arrange a suitable

time for you to return

our vehicle.

Step 3

• Our friendly team of

dedicated claims

specialists recover

the cost of your hire

and repairs from the

at-fault driver’s

insurance company.

chrisw

I had no problems at all with them. I paid the £1 initially. There were a few marks on the hire car when I picked it up so I videoed each mark round the car in case of any come back. When I took it back, they just did a cursory look over and we both signed it back in. I never heard any more apart from the £1 being refunded.