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  • FIRST POST
    • nostrawaggus
    • By nostrawaggus 31st Jul 18, 10:22 AM
    • 15Posts
    • 5Thanks
    nostrawaggus
    No Motor Legal Protection and Policy Excess outstanding?
    • #1
    • 31st Jul 18, 10:22 AM
    No Motor Legal Protection and Policy Excess outstanding? 31st Jul 18 at 10:22 AM
    I was involved in a minor fender bender with no personal injury beginning April. The other party who was insured with Admiral, accepted blame immediately as we exchanged details.

    I'm insured with eSure but upon taking out the policy I did not take out Motor Legal Protection, as this was provided as an option at the time and I thought it unnecessary to do so. I've been a safe driver for years and any incidents I have been involved with have been other people's fault. That was my reasoning anyway.
    My vehicle was repaired with an eSure nominated repairer.
    The whole incident was quite painless, up until I got my repaired car back.

    Problems started really with eSure telling me they would waive my policy excess if I could supply them with the full name and address of the at-fault-party. These details were never exchanged when we had the collision, the only details i had was telephone number and registration details/insurer details from the other party.

    According to eSure, this meant I had to pay my policy excess to the crash repairer when I picked up my car after it had been repaired. They provided a receipt for me.

    Whilst the claim was being handled, I got sporadic emails from the claims handlers at eSure, who I'd replied to asking if they needed my dash cam footage to help the case. I never received any responses apart from the standard automatic replies.

    After some weeks I finally received an email from my insurer that they had confirmation of liability from the other party and that my dash cam footage was not required. Great I thought. Better late than never.
    I responded once again asking what the situation was with my policy excess that I had paid to the crash repairer. Again, some weeks went by with me chasing eSure up but never got any further reply from them - until I called them.
    Having spent some time on hold, I finally got through, and was told that due to not having Motor Legal Protection, it was up to me to reclaim the uninsured loss directly from the other party (which the policy excess falls under I was told). I was unaware of this little tidbit of information.
    The call centre handler gave me the telephone number of a 3rd Party Claims line together with a reference number that I needed to quote.
    Due to data protection, he was unable to provide me with any more details, which I thought was odd, seeing I was obviously the at-fault and aggrieved party.

    Having called the 3rd Party claims number which turned out to be Admiral, I was on hold for roughly 30 minutes, listening to a recorded message telling me that my call was important. I finally gave up. I tried again the next day and the day after that with similar outcomes.

    I did finally manage to get through, and spoke to a claims handler who seemed surprised that I was speaking to him. He gave me an email address for me to send my policy excess receipt to, and told me it wouldn't take very long for resolution. That was 6th July.
    I have since not had any further communication from Admiral, or responses from them in relation to my policy excess.

    I have even raised a formal complaint using their complaints procedure, which has gone unanswered for other 4 weeks now. They were supposed to respond to the formal complaint within 5 days.

    My insurer eSure has since sent me a txt message telling me the claim has been settled and my NCD was not affected.

    So the question is, what do I do to get my policy excess back?
    eSure clearly aren't interested, neither is Admiral. I am the not-at-fault party and have been left waiting continuously for nothing to happen. Where do I go from here? Help would be appreciated.

    many thanks.
Page 1
    • ConMan
    • By ConMan 31st Jul 18, 10:55 AM
    • 60 Posts
    • 43 Thanks
    ConMan
    • #2
    • 31st Jul 18, 10:55 AM
    • #2
    • 31st Jul 18, 10:55 AM
    You need to get onto Admiral. They'll probably request a receipt to prove you paid the excess. Esure have nothing to do with it.
    You'll find me sat in the corner with a pack of dry roasted and a Guinness.
    • bengalknights
    • By bengalknights 31st Jul 18, 10:57 AM
    • 4,486 Posts
    • 1,640 Thanks
    bengalknights
    • #3
    • 31st Jul 18, 10:57 AM
    • #3
    • 31st Jul 18, 10:57 AM
    Go directly to Admiral and they should reimburse you
    • ConMan
    • By ConMan 31st Jul 18, 10:58 AM
    • 60 Posts
    • 43 Thanks
    ConMan
    • #4
    • 31st Jul 18, 10:58 AM
    • #4
    • 31st Jul 18, 10:58 AM

    I'm insured with eSure but upon taking out the policy I did not take out Motor Legal Protection, as this was provided as an option at the time and I thought it unnecessary to do so. I've been a safe driver for years and any incidents I have been involved with have been other people's fault. That was my reasoning anyway.
    Originally posted by nostrawaggus
    If anything, this means you should have it. People who are crash a lot and are to blame for incidents are probably the people that shouldn't have it.
    You'll find me sat in the corner with a pack of dry roasted and a Guinness.
    • lisyloo
    • By lisyloo 31st Jul 18, 11:08 AM
    • 22,877 Posts
    • 11,428 Thanks
    lisyloo
    • #5
    • 31st Jul 18, 11:08 AM
    • #5
    • 31st Jul 18, 11:08 AM
    I am with memonline.
    I have no connection and no experience of claiming. They are 10.99 for one car.


    I went with them because they have 40 years in the business are regulated by the financial conduct authority, the ombudsman is available and it's a legal contract so you hve some rights (unlike with a no-win no fee company who would probably not take on your case for an excess).
    • Quentin
    • By Quentin 31st Jul 18, 11:20 AM
    • 38,012 Posts
    • 22,109 Thanks
    Quentin
    • #6
    • 31st Jul 18, 11:20 AM
    • #6
    • 31st Jul 18, 11:20 AM
    Your excess is an uninsured item and not covered by your policy


    You always should be prepared to pay it when claiming on your own policy


    A simple letter to the third party insurer enclosing proof you paid it, confirming their insured was responsible should get it reimbursed, especially as now your insurer looks to have been reimbursed in full


    Also ask to be reimbursed any other costs you incurred over the incident (taxi fares/loss of earnings etc)
    • nostrawaggus
    • By nostrawaggus 31st Jul 18, 11:27 AM
    • 15 Posts
    • 5 Thanks
    nostrawaggus
    • #7
    • 31st Jul 18, 11:27 AM
    • #7
    • 31st Jul 18, 11:27 AM
    Thank you for everyone's quick response. I really appreciate it.
    I did think it was Admiral who needed to deal with this but the fact that there's no response to my emails... no responses to my formal complaints in their complaints procedure for 4 weeks now.... what is it with these companies? I saw they were voted Top insurer for the 5th year now! Really?
    I tend to do things via email so there's a record of things, calling them and spending 30 minutes a time listening to some recorded message that your call is important is hypocritical and I'm just not interested anymore.

    The fact that I am not an Admiral 'policyholder' means I can only interface with this 3rd party claim line and the normal Admiral number can't help me as I don't have a policy number per say.

    I've started a Resolver case against Admiral (again) and have uploaded the policy excess receipt (again). The fact that no-one replied to any of my previous attempts, especially when you're involved in an incident with one of their drivers, really isn't good customer service.

    I'll see what happens with the Resolver case. But this just highlights again that things go wrong when you don't pay for Motor Legal Protection. As ConMan says, from now on I will take this out, there's just too much corner cutting going on in this industry as well as any other in general.
    • Quentin
    • By Quentin 31st Jul 18, 11:50 AM
    • 38,012 Posts
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    Quentin
    • #8
    • 31st Jul 18, 11:50 AM
    • #8
    • 31st Jul 18, 11:50 AM
    Admiral have no obligation to respond to you. Insurers do take time to deal with claims!


    Have you sent proof of your uninsured loss(es)?
    • nostrawaggus
    • By nostrawaggus 31st Jul 18, 12:16 PM
    • 15 Posts
    • 5 Thanks
    nostrawaggus
    • #9
    • 31st Jul 18, 12:16 PM
    • #9
    • 31st Jul 18, 12:16 PM
    My insurer Esure clean their hands of the case (ie. have recovered their losses), and Admiral don't deem it necessary to respond to me, how am I supposed to get to the bottom of things? I'm not just anyone, I'm the guy their driver crashed into! All they've done by not responding is just created more work as now they have a complaint too! You'd think common sense would prevail and they could at least just acknowledge receipt of my original email which provided them all the info they needed.
    And yes, you're right, they've taken their time with it for sure - I was getting worried I may have left it too late.

    They've had receipt of the excess paid to the repairer for a month now. I've uploaded it to Resolver again too.
    • lisyloo
    • By lisyloo 31st Jul 18, 12:28 PM
    • 22,877 Posts
    • 11,428 Thanks
    lisyloo
    Send them a "letter before action" by recorded delivery.
    You can get a proof of posting if you like but i prefer recorded delivery as then I know they've got it.
    It will cost you a little to take them to court, but hopefully they will respond before that.
    This is unfortuantely how insurance companies work.
    They are acting in their customers best interests by trying not to pay out of at least delay.
    You are not their customer.



    Unfortunately you have to do it yourself as you didn't take the insurance.
    • nostrawaggus
    • By nostrawaggus 31st Jul 18, 12:57 PM
    • 15 Posts
    • 5 Thanks
    nostrawaggus
    So the Ombudsman won't be of any use either in this instance?

    I had a feeling this may have to go to court when they didn't respond. I'm going to win, no question about that, they have accepted liability etc. so it makes you wonder why to string it out as much.

    At this rate I may just tally up the extra expenses that are being incurred.
    But at the end of the day, this just hurts everyone who's insured... by them not acting in a timely manner to requests that do actually need to be serviced. They can't honestly expect I'm just going to wave my excess goodbye, do they?

    And yes, I will do it myself, for sure. But it just underlines how they try and make money out of each and every one of us with their Motor Legal protection options that most will never use. For those that don't they make life difficult, which is shouldn't be.

    Insurance, legalised robbery.
    • lisyloo
    • By lisyloo 31st Jul 18, 1:09 PM
    • 22,877 Posts
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    lisyloo
    so it makes you wonder why to string it out as much.

    To save money and hence keep premiums down.

    Believe it or not some people will just go away (perhaps they get ill or divorced or something else happens and they can't deal with it).
    But worse case they delay payment, not just on your excess but many thousands of pounds worth of payouts.


    At this rate I may just tally up the extra expenses that are being incurred.

    What are those?
    You might be able to claim a few pounds for stamps etc. but your time will not get valued (sorry, I don't think that's fair either, but it's the way it is).


    this just hurts everyone who's insured

    No it doesn't. It's saves money for them and their customers.
    I'm not condoning it just explaining it.


    They can't honestly expect I'm just going to wave my excess goodbye, do they?

    A % will yes. They might be getting divorced, sick, having a baby, moving house or just very busy at work etc.


    But it just underlines how they try and make money out of each and every one of us with their Motor Legal protection options that most will never use.

    Don't buy theirs then, but a cheaper but good one such as the one I suggested.



    Insurance, legalised robbery

    If you feel that way. You should take the minmum required legally and self-insure for everything you can afford to.
    However do bear in mind you wouldn't have got your car repaired quickly if you hadn't paid full comp as you'd be trying to get that sorted yourself as well.
    • nostrawaggus
    • By nostrawaggus 31st Jul 18, 1:27 PM
    • 15 Posts
    • 5 Thanks
    nostrawaggus
    Thanks for your input, I appreciate it.
    I'll look into the memonline company.

    Do you suggest I wait (again) for Resolver and the complaint lodged via that, or get straight onto the 'Notice before action' letter via signed for?

    Presumably, any costs relating to court action can be added to the losses encountered? If they pull out before it gets this far, what happens to those registration costs that I may have encountered?

    thanks again.
    • nostrawaggus
    • By nostrawaggus 31st Jul 18, 1:31 PM
    • 15 Posts
    • 5 Thanks
    nostrawaggus
    PS: on the note of the repairs:

    My car was gone for 2 weeks, during which time I had Enterprise Rent A Car provide me with a like-for-like which was billed to the other party too. I'm sure somebody somewhere is making money from all these referrals, aren't they? The last time I was involved in a minor not-fault fender bender, I had to deal with 6 months worth of personal injury companies calling me who somehow had my details from somewhere. I noted at the time that there were so many contact points along the 'customer journey' where my details could have gone awry .... from the call centre staff taking private notes of email addresses and names, to the credit hire companies who supply you the vehicles, or the guy who delivers the vehicle to you and gets you to sign those contracts. Just an observation.

    On the note of Credit Hire Companies: That last time the supplied me a basic vehicle but charged that other party an extortionate amount. It tallied up to around 4000 worth of credit hire charges for a car that I had for... yes... 2 weeks.
    I could get a Porsche for a lot less using Avis for the same period.
    Last edited by nostrawaggus; 31-07-2018 at 1:33 PM. Reason: add detail
    • nostrawaggus
    • By nostrawaggus 31st Jul 18, 1:42 PM
    • 15 Posts
    • 5 Thanks
    nostrawaggus
    I guess the owners of those Credit Hire companies are the ones with the Yachts? But from memory, the details of the company were supplied to me at the time by Admiral (who were my insurer at that time).

    Around 1 year after that claim was finished and settled I came to realize that the other party (RSA) had mistakenly logged the incident against me on the magical Insurer Database. I only found out because my partner was being refused insurance on her car when searching for quotes online as the details she was entering didn't tally up obviously. It took me another 4 months to get to the bottom of all of that in that instance.
    • Quentin
    • By Quentin 31st Jul 18, 1:43 PM
    • 38,012 Posts
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    Quentin
    You can add hospital staff/vehicle recovery staff/rogues at the insurers/police staff/etc

    If you get calls now block them.

    But many of the calls are simply cold calls hoping to hit lucky, and that the driver called has a claim in the last 3 years
    • nostrawaggus
    • By nostrawaggus 31st Jul 18, 1:59 PM
    • 15 Posts
    • 5 Thanks
    nostrawaggus
    But many of the calls are simply cold calls hoping to hit lucky, and that the driver called has a claim in the last 3 years
    Originally posted by Quentin
    yes, I would agree, but not when they have your name and coincide with a recent incident? Too much of a coincidence for my liking. I was literally blocking 4 calls a day, some of which were dubious numbers in that they were 'dead' when called back (ie spoofed).

    Nurse & Police have positions of trust, I would argue, of course there's always some rotten apples. Generally it's more likely to be those in Administrative roles at Garage, Credit Hire companies or call centres I would guess who see all your information on a screen or paperwork.
    • lisyloo
    • By lisyloo 31st Jul 18, 2:23 PM
    • 22,877 Posts
    • 11,428 Thanks
    lisyloo
    Do you suggest I wait (again) for Resolver and the complaint lodged via that, or get straight onto the 'Notice before action' letter via signed for?
    Difficult for me to say.
    Depends on whether you think they will pay out given a few weeks or they will never pay out until your threaten them.


    Presumably, any costs relating to court action can be added to the losses encountered? If they pull out before it gets this far, what happens to those registration costs that I may have encountered?
    You can re-claim some costs.
    https://www.compactlaw.co.uk/free-legal-information/small-claims-court/claiming-costs.html
    It doesn't cost much to send a "letter before action" i.e. stamp and recorded delivery if you want that.
    A free proof of posting is sufficient but sometimes I prefer to be certain it's got there for an extra 75p (or whatever it is now).


    I'm sure somebody somewhere is making money from all these referrals, aren't they?
    Yes of course.


    I could get a Porsche for a lot less using Avis for the same

    If it wasn't at pre-agreed rates, the insurer can dispute and you would have agreed to go to court i.e. help with recovery in the agreement you signed.
    • nostrawaggus
    • By nostrawaggus 6th Aug 18, 9:13 AM
    • 15 Posts
    • 5 Thanks
    nostrawaggus
    So I sent the Letter before Action to Admiral last week.

    On Saturday I received my cheque for the full Policy Excess owed from eSure (My insurer).

    So, I'm not sure if it all had just crossed or if my letter before action got them into gear, finally.

    At any rate, the matter is now closed as far as I'm concerned, but I still have no information as to why they were ignoring the formal complaints etc.

    thanks for your help.
    • paddyandstumpy
    • By paddyandstumpy 6th Aug 18, 9:55 AM
    • 1,195 Posts
    • 679 Thanks
    paddyandstumpy
    So I sent the Letter before Action to Admiral last week.

    On Saturday I received my cheque for the full Policy Excess owed from eSure (My insurer).

    So, I'm not sure if it all had just crossed or if my letter before action got them into gear, finally.

    At any rate, the matter is now closed as far as I'm concerned, but I still have no information as to why they were ignoring the formal complaints etc.

    thanks for your help.
    Originally posted by nostrawaggus
    If you mean your complaint to Admiral, then they will ignore this as you are not their customer and cannot complain about that policy!
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