Courtesy Car not provided

Disappearingfruit23 · 1 April at 2:29PM

I’ve recently been involved in an accident where another driver hit me from behind whilst changing lanes. It was initially submitted as a non-fault claim on my part, however my insurance has since decided that they will be treating it as an at fault claim as they believe they won’t be able to claim costs from the 3rd party’s insurer despite the individual driver have admitted liability. My car is currently in the garage waiting to get fixed and my policy does provide a courtesy car whether I am at fault or not.

At the time it was a non-fault claim I was provided with a replacement car via my insurance/enterprise which was going to be covered by the 3rd parties insurer. When the claim got changed to an at fault claim, I was told I had to hand in the replacement car but that I would get one from my garage instead. It’s now been 3 days since I was informed of this and returned the replacement car but the garage are unable to provide me a car as they state my insurance/enterprise repairs have not informed them of this need. However, when I call my insurance they say that they have a process and that the garage has been informed and will get back to me.

The issue is that whilst I’m waiting, I’m having to get to work using public transport, train and walking which is taking 1.5hrs instead of 20 minutes and costing me a fortune as I don’t live in an area well served by public transport. I have already asked my insurance to escalate this which has taken them 3 working days to do. The garage say they have now received notification but they’ve no availability to provide a courtesy car and it could be up to a week before they provide one. Just wondering if anyone else has had this issue before and how to go about getting it sorted as it’s becoming a nuisance.