NO FAULT CAR INSURANCE CLAIM. HELP NEEDED PLEASE

islandhealer

No fault car accident claim in March. Driver admitted liability straight away. My claim was passed to Total Loss at IM Solutions Ltd. I am still waiting………………. All they keep saying is that they have no control over how long this could take? They have just told me if I am not happy they will refer the claim back to my underwriters.

What should I do?

Brie

Talk to your insurers - I'm assuming they are not Total Loss. Insurance companies do pass work along to other organisations and thus probably have no idea that no progress is being made. But your agreement is with the insurance company not their subcontractors so go to the people who took the money you paid for the policy. That's what I had to do.

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/6671256/no-fault-car-insurance-claim-help-needed-please

This isnt a company I know of, it seems they certainly provide outsourcing services to insurance companies (a TPA) but it's unclear if they also offer accident management (aka ambulance chaser) services too; some firms do both.

Do you have Comprehensive cover?

How did this firm get involved?

Did they give you a hire car?

If they are a TPA then they will assess the value of your vehicle, depending on their arrangement they may be able to then offer you that amount and deal with the whole thing or they may not have delegated authority therefore they have to go to your insurers and ask for authorisation to settle.

If they are an AMC instead then they get the engineers report and send it to the third party insurer and ask them to pay up. In most cases with an AMC you are in credit hire which is how they make the most of their money so there is no interest in chasing up the claim etc. Ultimately the TPI makes their own decision on the vehicles worth and settle based on that.

islandhealer

I do have comprehensive cover, also legal cover.

I have no idea how this firm got involved, no-one informed me my claim had been transferred to IM Solutions. I stupidly thought I was dealing with the Total Loss Dept of my Insurer.

I had to refuse a hire car as there was only one car on offer and I couldn't drive it.

Also my car has gone from Fix Auto to Co-part who wanted my V5 registration document, which I refused to give. Also the contents which were in my car seem to have all disappeared and both Fix Auto and Co-part are saying nothing was in the car???

It makes no sense, a car hits your car and it's a total loss. Driver admits liability and so does his insurance company. I have done nothing wrong. Why do I have to wait however long for a payout? All this hassle and no car, which is severely impacting on my life.

Thank you for your help

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/comment/82024594#Comment_82024594

Well back in my claims days I would be dealing with circa 750 open claims at any one time and so there is only so much attention I can give each file on any given day; though I dealt with disputed liability and low value injuries so some files could go weeks or months without action whilst awaiting doctor reports etc.

Without knowing what role they are playing its hard to say why… I've had total losses solved in a few days from the accident, when the starts aligned, I've had others take 6 months or more when dealing with complex cases.

Dealing with your own insurers is typically quick and protected by the FOS, but you may have your excess deducted and it's a fault claim until they get their money back. Dealing with their insurers can be even quicker as they dont have indemnity checks to do but they'll only deal if liability and indemnity for their policyholder is sorted and you have no FOS protection. Accident management companies are typically the slowest but most the time you're in hire, often a better car than your own, so many dont care so much and certainly not the AMC thats charging 3-5x the normal rate for the car.