Car insurance issues

twitchywitchygirl1

Hi, hopefully I’m going to bake this concise 🥴 a deer collided with my car on January 21st 2026, because the insurance could notguarantee a courtesy car they suggested that I go to one of my own choosing which I did. About a week later they called me saying they were writing my car off. They hadn’t been to see the car and the garage thought it was really repairable so I asked them to assess it properly. So they came out about a week later. Some time after, they said my car was a total loss. I work for the NHS and my car is necessary for work in the community and commuting so I have to have it. The garage wanted their courtesy car back so I thought I would keep the car. The insurance didn’t and haven’t ever shared the quote they receive for the car and didn’t keep me any options about accepting total loss or keeping it so I didn’t know the process of either way. I did ask but the staff I spoke to but they didn’t know and any emails were automated which was very frustrating. Without any answers and feeling pressure from the garage, I borrowed on my credit card and the work done, I couldn’t afford to have the work done with proper Toyota parts so my car has a universal bonnet, wing, front headlight and mirror. The insurance complained that I had the car stripped and repaired and offered my a settlement roughly £1000 below what approximate the work would have been with Toyota parts. It is just coming up to May now and they have offered me my final settlement, sighting that it was more than I was due because of an automated mistake with the process.
The whole process has been very stressful, expensive and frustrating and the automated emails are insisting that I accept the settlement.

Do I have any rights to claim interest during the whole process and money covering the quote they received? If I had been told they wouldn’t cover repairs I would have accepted total loss but all of the staff didn’t know anything and they seem to be relying on AI. Can I go through the Financial ombudsmen?

Thankyou for anyone reading this….i know that it’s a big chunk of text and I really really would appreciate any words of wisdom

Ayr_Rage

As you appear to have had the repairs carried out without authorisation from your insurer and have used non OEM parts then you're on a pretty sticky wicket.

They offered a settlement for a total loss, did you formally reject that or just carry on in your own merry way?

What have the repairs actually cost you and what have the insurance now offered?

Is that on the basis of covering the repairs?

In view of the way you have proceeded I think taking that offer may be your only option, I cannot see how you are entitled to any other compensation.

Baldytyke88

I have never heard of a universal bonnet, they are either new or second hand, nothing wrong with headlights and mirrors that are not bought from the dealer.

It sounds like the repair garage wanted the job so they made it happen, regardless, but your insurer is paying, so they should be in charge.