Absolutely raging at VW Ensurance today.
An 8.5 week wait since I was rear ended by someone insured by Aviva that not only didn't report the incident themselves to their insurance company, but have apparently ignored 3 letters from Aviva asking for their side of the story to help determine liability. They finally are able to look at the photos of the 2 cars taken at the scene and google maps of the area of the incident and my statement of events that Esure say were supplied to Aviva on day one, but Aviva denied seeing anything before I forwarded the photos last week.
They've been pushing for a VW courtesy car supplied via rental while my car is being repaired, at my risk (they hope to pursue the other side for costs, but if they don't pay up it's on me) even if the repairer has non-VW courtesy cars that I am happy to be in for a short while. They promise an equivalent output VW, so i'm expecting a 150ps ACT GT Golf as a minimum.
As the parts are finally all in I am supposed to be getting my car repaired on Monday, so they have put "Europ car" on the case that won't even guarantee a VW, let alone a Golf. The Golfs they have are a 1.6TDI Golf S, or a 1.2TSI S Golf, but none of those will be available Monday.
I've been pushing for a Mini courtesy car from the start to keep claim costs down (it's a BMW franchise repair centre, using Mini fleet courtesy cars), but they won't be able to take a cut from that so it's not allowed, even though Europ car cant get me into an equivalent VW, or even a VW.
They told me liability was admitted, so no risk on the rental costs biting me. I find out later from my own insurance company (Esure) that Aviva are now looking at what we've supplied them "without prejudice", meaning that they're now considering liability without admitting it, so right now I still might be liable for rentals.
My insurance company still insist that excesses must be paid by me and said excesses have been jacked up from £300 to £500 because i'm not using their approved repairer. They won't lift a finger to help recover that excess either, so i'm relying on VW Ensurance to help out there and i'm not sure they're adept enough to handle it.
So far they've done nowt that I couldn't have chased myself, certainly have no more clout than me in the chasing and have lied to me about liability admitted. Absolutely sh!te. My insurance company hasn't been any better either.