Crash involving a Motability car, their insurers (Direct Line) & Proximo

Guss

I was involved in a car crash a couple of weeks ago and the other driver's insurer, Admiral admitted liability and offered to take care of everything later that same day. It was a low speed crash and not serious. My partner who is registered disabled and has the car under Motability was advised by Direct Line which is the insurer for Motability against Admiral taking over the claim and to instead let them take care of everything so we declined and felt assured by the friendly Direct Line agent everything would be taken care of. Incidentally both air bags deployed and we've discovered since it's likely the car could be written off due to this. We were surprised at this since it's only done 8K miles and is only 2 years old but this has yet to be confirmed.

The reason for this post is what ensued. After a week the car was picked up and we got a replacement from Proximo, we got this within the 48 hours. My partner enjoys her independence so on her days off work she will use the car to see friends and attend appointments so having a car which is adapted and has the auto features really makes this possible. The car we received whilst it has the push/pull brake/accelerator did not have the auto driver's seat but more importantly also didn't have the auto boot. This is a real problem for her as getting her wheelchair in and out of the boot means struggling and I mean really struggling to open and close the boot and has nearly involved her falling on one occasion. I am not exaggerating here. Even I, an able bodied person find the boot a bit heavy to open and close.

When my partner followed this up and fully explained the issues she was having Direct Line sympathised but told her she would need to follow this up with Proximo who provide the replacement vehicles. Proximo then in turn also sympathised and said they don't provide any cars with an auto boot. Okay hang on a mo, this is the leading provider of Wheelchair Accessible Vehicles in the UK and Proximo are a partner of the Motability Scheme yet they don't provide cars with auto boots!!

When I Googled Proximo part of the blurb that came up was as follows:

Proximo is the UK's leading independent provider of temporary replacement Wheelchair Accessible Vehicles (WAVs) and adapted vehicles. They partner directly with the Motability Scheme to provide replacement travel if your primary adapted vehicle is off the road for more than 48 hours.

Forget all the other features, apart from the push/pull brake/accelerator of course but an auto boot you would think would be essential for any wheelchair user. I don't get it. I'm not sure where we go from here because whatever happens with the car i.e. repair or write off we will be relying on a replacement for at least a couple of months I would think. I am very angry about this situation, yes everyone is sympathetic, for a few seconds, but you get the feeling they ultimately don't care as nothing changes for her in the end.

beanielou

Not sure I can offer anything in the way of advice. However I just want to say I hear you. If you don’t get any resolution I suggest you contact Andrew Miller who is the CEO of Motability operations.

Guss

https://forums.moneysavingexpert.com/discussion/comment/82037513#Comment_82037513

Thank you that is certainly an option and a quick Google suggests it could be

andrewmiller@motabilityoperations.co.uk

beanielou

https://forums.moneysavingexpert.com/discussion/comment/82037568#Comment_82037568

From memory that is correct.

Guss

We sent emails to Proximo and Motability (the email address you supplied) regarding the issues I raised and we've since got a car which is more suitable but it took 4 weeks and two denials from Proximo that they could supply such a car before she got one that was suitable. Motability have taken the points of concern on board and I believe did show interest and how we were treated by Proximo and the fact 4 weeks after the crash we are still none the wiser as to whether we are facing a write-off or a repair. Neither are appealing tbh.

Thank you for your help :)

beanielou

https://forums.moneysavingexpert.com/discussion/comment/82045426#Comment_82045426

Glad to be able to help. 4 weeks & no resolution is dire.