Insurance Companies | Volkswagen News & FAQs

Matt 

I had a car accident in early March this year and the car has been in and out of the body shop 7 times and they have not correctly repaired the car, and in turn have damaged my car whilst in their stewardship.

This body shop is an Insurance approved body shop that I was sent to by the third party’s insurance company, I claimed directly as it was clearly a no-fault accident on my side. They have been providing me with a hire car during the time the car has spent in the body shop

I have since spoken to the insurance company and said that the fit and finish of the car is still not upto standard and I want it to go to a VW group approved repairer. They have told me to get a quote for the work and to fax it over to them. This is something I am in the process of doing, however what I don't know is where I stand after that, what avenues are open to me to ensure I get the work carried out professionally and promptly, the car is drivable just not upto standard.

I have also spent upwards of 20hrs of my time on the phone to the Insurance Company, Body shop and Hire car company to ensure that I still had a hire car to use, to find out when my car is being repaired as the hire car company informed me that the car rental was expiring on more than one occasion and the following times to the insurance company to ensure extensions etc where forwarded to the hire car company so I was not left liable for the charges. All of this should of been dealt with by the insurers themselves. In addition the agreement between the hire car company and the insurance company is that I need to goto my closest office to collect the car and drop it off taking another hour out of my day instead of the rental company collecting the car when works are completed (which is frustrating).

In addition to this I now need to find a company who can repair my car gain quotes etc and basically do there job for them. Am I wrong to bill my time to them on an hourly basis as I would do my clients who are looking for my expertise?

Any advice would be greatly appreciated

Regards,

Mike Chapman, UK
 

Hi Mike,

You really need a lawyer, and possibly a holiday. But certainly a stiff drink.

You’ve been really unlucky here; the fact its not your fault makes it all the more galling. Unfortunately, insurance companies are by-and-large pretty unpleasant.

You may be able to sue for compensation, but would be surprised if you can claim an hourly rate based on expertise you don’t have.

If you just want the car fixed, then you could put your complaint in writing to the garage owners and send a copy to any trade association the garage belongs to, asking them to assist you. The association may be able to resolve the dispute.

For advice on codes of conduct and other services, contact the Motor Vehicle Repairers Association: www.mvra.com

If the car is still under manufacturer's warranty, then contact the Society of Motor Manufacturers and Traders: www.smmt.co.uk. Telephone: 0870 751 8270.

If that doesn't work, you should contact Consumer Direct for advice: www.consumerdirect.gov.uk. Telephone: 08454 04 05 06. They will tell you your legal rights and the language you can use in the letters.

If you want to sort the insurance company out – so to speak – then you need the Financial Ombudsman Service on: 0845 080 1800.

Sorry I can’t be of more help.

Matt