Van insurance - 4 days to replace windscreen??

koala_blue_2

Hi,
I 'm a newbie so please be kind:o
On Friday night/Saturday morning we heard some kids messing on our street. OH got up and said they had masks on jumping around neighbours gardens causing nuisance.
Saturday morning we get up to find his van windscreen smashed by a big brick.

• I phoned the police :rolleyes:
• Then I phoned the insurance at 10am ... this is where the nightmare begins....
• They said they would phone back within an hour and sort out windscreen replacement.
• At 11 am a guy rings and says he can do it on THURSDAY !! (we declined)
• I immediately ring insurance and say this is not satisfactory and they say they will search for another fitter....
• At 1.20pm I ring insurance again they are trying to find right windscreen and a fitter.... still......
• OH rings..:eek: He goes balistic and says this is not acceptable as he cannot work etc; after half hour of demanding managers he gets a sympathetic guy who tells him that the insurance company usually only uses *** replacement windscreens (can I name??) but really they can use others and gives OH name of other company to phone...
• OH rings other replacement windscreen company and another guy apologises and says he can't do it until Tuesday, so OH books him.

My questions are :
~I want to complain as I don't think that after paying in full for fully comprehensive insurance the company did anything to help and I'm sure that if my OH had not pressurised, they would have dragged it out until Thursday.
Am I within my rights and what would you ask for?
I can name the company if this is alright, just ask.
Any help would be greatfully received.
J x

mattymoo

1) is it an unusual van that is causing problems sourcing parts?
2) there is nothing to stop him finding a windscreen firm with the screen in stock then going to their premises for it to be fitted. Sounds like it is the mobile firms who are having a job fitting it in.

koala_blue_2

mattymoo wrote: »

1) is it an unusual van that is causing problems sourcing parts?
2) there is nothing to stop him finding a windscreen firm with the screen in stock then going to their premises for it to be fitted. Sounds like it is the mobile firms who are having a job fitting it in.

1. No, it's a vauxhall Vivaro
2. The van is not drivable as the windscreen is shattered on the passenger side. The insurance only want to use their own firm hence wait until Thursday. This is why we are very annoyed.
Any other ideas? I am preparing a letter of complaint ~ any tips to include?
Cheers,
J x

mattymoo

Are we talking about Autoglass or Autowindscreens here? Both big firms and should have the stock and manpower to give a pretty quick turnout. If your insurer is not using one of these firms then it is a bit mickey mouse.

If it is one of the above firms, you need to speak to them and find out what the problem is. Never had any difficulty getting same or next day service out of them before.

mattymoo

MartiniMan wrote: »

I would never use Autowindscreens ever and with their faulty glass they use - I would go to the main dealer and get my insurance compney to foot the bill . Worked for Autowindscreens for many years and yes the glass they have is faulty . Take my word

Faulty in what way?

dacouch

If you take Martiniman's advice check with your Insurers first as if you do not use their recommened windscreen repairer (Which is almost certainly Autoglass) then they normally have a limit of between £100 and £150 that they will pay and your excess normally comes off this amount.

For the record its not that unusual for Autoglass not to be able to replace glass on the same day and to take a few days before they come out.