Disputing as insurance claim

fustratedriver

Hi,

I'm looking for some advice as I don't know what to do!! Iknow its a long story but please bear with me!!

Someone drove into the back of my car, they have accepted full liability - so no problem there. I was given a courtesy car while my car was taken away.

The insurance company got back to me a few days later to tell me it was a write off, and that they would comtact me shortly with a price. After a few more days, and some chasing on the phone I was offered £750, I told them I was disputing this amount, and I was told someone would ring me with a new price. No one asked why I was disputing etc...a couple of days later I recieved a cheque for £750. I phoned up to say that I hadn't accepted this amount, again they said they would phone me back...they didn't, so I put my reasons for disputing in writing with supporting evidence.

Today they told me I had to return the courtesy car because the cheque had been sent. So now I have no car, no payment, and when I phone up no one will talk to me to agree an amount, and they never return my calls. What can I do? If I pay for a courtesy car can I claim it back, as the other driver has admitted liability? Help me please!!

jonesMUFCforever

What does your policy say about complaints?

Use the information there - adding that if they don't at least talk to you about your claim you will refer the matter to the Insurance ombudsman.

mattymoo

Is it your insurer or the other drivers insurer you are claiming from?

Quentin

Assuming you rejected the offer and returned the cheque, your case looks ideal for a claim handling firm to deal with. They can deal with the third party's insurer and will arrange a hire car if it can be claimed off them. If this is a success you can cancel your claim with your own insurer, and retain your NCB.

fustratedriver

Thank you very much for your quick replies!!!

I'm with Direct Line, she is with Churchill, apparently they are both underwritten by Bank of Scotland, the man from enterprise car hire said that if it had been 2 different underwriters that I would probably have been able to keep the car until it was resolved, all of my contact has been with my insurer.

I have phoned and sent the letter to the person named on the letter as customer servicemanager, but no one has contacted me yet.

Thanks for the advice about the ombudsman, I will use that next.

fustratedriver

@Quentin

Wow thank you, that is great news, can you clarify a claim handling firm please, is it a no win no fee on TV company?

I have the cheque and was toying with returning it, I will hold on until I get all the info together.

Thank you so much everyone, I wish I had come here 2 weeks ago!!

Quentin

Yes. But look for a firm that doesn't want any fee at all from you. Reputable firms will charge their fees to the third party.

Your local body shop will have a recommendation if you don't know who to contact.

Bar_Hunter

Quentin wrote: »

Yes. But look for a firm that doesn't want any fee at all from you. Reputable firms will charge their fees to the third party.

Your local body shop will have a recommendation if you don't know who to contact.

I've had personal experience of claim handling companies and I must say they're a lot quicker and simpler than dealing with your insurance company outright.

Insurance companies will even try everything to dissuade you from using their services.

The two I've used are Accident Exchange, and Helphire.

I would say Helphire was the more professional of the 2, but then again Accident Exchange dealt with 2 claims simultaneously.

As posted above, car body shops will give you details of claims handlers (the ones they deal with anyway) but as you say your car is already a write off, body shops may be of little use.

persei7

I would agree with Bar Hunter on this one. Getting an accident management company involved might be the best solution in your case. My personal experience with Accident Exchange has been hassle free. Trying to get your insurance company to pursue a claim on your behalf against (essentially) themselves seems like a no win situation. They will do it, but don't expect them to get you the best deal.

Now because you already have been provided with a replacement car (and as I understand that is where most accident management companies make their money), there is a chance that no accident management company will take your case.

If none of them take you on try and find cars similar to yours selling in your area. Send the adverts and list prices to your insurance company in support of your counter-claim. They have to give you enough money to buy a similar vehicle, though you are still likely to lose some money.