You should publicise the name of the insurance company. I was with Aviva when my car was destroyed by youngsters, not knowing the road, crashing into it.
Only problem was delay when the assessors lost the car for a couple of weeks. I was compensated by their insurance for not having a hire car.
Same sort of thing happened to me. The insurance never did anything at all and passed it to an external solicitor to deal with - expecting me to fill in forms agreeing to go to court etc. after a yr, the person who hit me denied it and only then was I asked for photos I’d taken of them at scene!!
I don’t think they ever try to claim against the other party. Quite happy for it to sit as fault and quite happy to stick outrageous hire fees on the claim but making you sign a disclaimer about why you have to have a hire car. Their repairer was a joke, I declined them.
Nobody asked me anything- literally nothing happened! Absolute joke. I suspect they don’t employ enough people to process claims. I think the authorised repairer thing is a scam too. They were going to keep my car for 3 weeks to do a job that took no more than 48hrs to be generous to them!
I had exactly the same from the other side. Hit a car while parking, totally my fault told the insurance company so. 18 months later got a Small Claims Court notice. All about hire car charges, which are massively inflated, but can't possibly be worth the effort given this is what insurance is for.
I have the same going on. Again, It won't cost me anything, but I've been copied into a load of solicitor's letters in the last year, several emails too. It's probably the same firm
How much effort is it, though, really? Lots of low volume, low cost churn cases quite often make up particular business models - and I'd imagine there's a bunch of form letters that just get escalated and sent, rather than Lawyer Time personalising them...
But at some point, surely, you might want to consider the Financial Ombudsman and/or tagging in Martin Lewis or something similar. I'd imagine this is a common space, so maybe volume and reflection is important?
Having a similar experience. My insurance co. accepts that the other party was at fault and has confirmed that there will be no impact on my no clams record. Nevertheless, I'm having to provide witness statements and independent witnesses to a solicitor so that they can recover cost of repair
I'm pretty sure that 99% of the time when things like this drag on for so long it's because the people arguing it out hate each other and won't give an inch out of pure personal spite.
Given how much insurance companies charge for 'admin costs' when making basic policy changes, they must have crossed that threshold before the emails got to double digits.
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Only problem was delay when the assessors lost the car for a couple of weeks. I was compensated by their insurance for not having a hire car.
It's infuriating. Raise it with the ombudsman.
Car insurance, like health insurance, is a racket.