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Admiral Insurance have failed to provide a courtesy car


thereminwar
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I had a minor car accident last Thursday 29th June. Luckily I am comprehensively insured by @AdmiralUK.  Or so I thought. 

The next day, Friday 30th June, the day after i submitted my claim, Admiral sent me an email:

"Mr Nix,
As we have agreed settlement of your claim, we have arranged for your vehicle to be disposed of by the salvage company.
Please forward the V5C Registration Certificate (also known as the Logbook) to the DVLA giving the Salvage Agents' details as follows:
Copart UK Ltd
Acrey Fields
Woburn Road
Tel: 01234 766500"

As they hadn't even seen or collected the car yet I was somewhat shocked that they had deemed that my car with a broken window was a write-off. I phoned them in a panic and they said, "Oh yes, that was sent in error, please ignore that."

But surely I will get a courtesy car?
My policy states: 
"How do I qualify for a courtesy car?
As long as you go to an approved repairer, you'll get a courtesy vehicle for as long as the repairs take. The courtesy car will be supplied when an engineer authorises the repairs, not before.

How long can I keep the car for?
The good news is, once the decision to repair the car has been made, you'll be able to keep the courtesy car for as long as yours is being fixed. One of the benefits of using our approved garages is the fact we are able to ensure you are kept mobile while your car is being returned to a roadworthy condition."

However I have just been told I won't have a courtesy car because Admiral's repairs "partner" Steer Automative "haven't got any".

I am a single parent working full-time with a 12 year old son with special needs.  I need to have a car to get him to school and back and other activities.  I also need a car to do the weekly shop at the supermarket.  To add insult to injury Admiral just upped my premium by over 50% from just over £31 pcm to just under £49 pcm.

Admiral have said:

"Hi Andrew. Firstly I would like to apologise for the service you have received throughout your claims process. This is not the level of service we expect and I am disappointed to hear of the issues you are facing. I have logged a complaint for you and escalated this. I will also include the point about the incorrect letter being sent as I appreciate this would of caused further distress. I have also contacted the relevant team dealing with your claim and explained your situation to see if there is anything we are able to do in the meantime. I appreciate this may not be the response you were hoping for. But as soon as we have any updates we will keep you informed. Thanks"

But still no courtesy car. I have been without a car for six days, and I have been told my car won't be fixed for four working days which takes me through to next Tuesday or Wednesday. Nearly two weeks without any transport. Admiral have failed to satisfy their side of the contractual agreement. 

What can I do? What are my options?

Thanks for any tips advice

Edited by thereminwar
I got the figures for my renewal increase wrong. I just checked on my bank statement and the rise was double what I thought it had been
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Hire a car and reclaim from Admiral. If they state a courtesy car will be supplied and there is no wording in the policy about subject to availability, then Admiral should pay for a hire car while your car is at an approved repair garage.

If Admiral refuse to pay for a hire car, issue a Court claim against them.

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You will be supplied a courtecy car by the repairers when it goes in for repair, I assume until then as it was a minor accident it is still drivable ? 

Edited by colin11
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This is it @colin11 The repairer has my car.  It is being repaired. But they won't give me a coutesy car because they say they do not have one. Total breach of contract.

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Hi unclebulgaria67

I do not have any spare cash to hire a car.  I suffer from anxiety and this is all too stressful.  What if I hire a car and Admiral do not pay up? I do not have the resources to time to issue a court claim.  Why can't these companies just do as they should?  The country is run and adminstered by thugs and crooks from the top down

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Car glass can be fitted while you wait, if the repairer hasn't done your car yet, go and get it and take it to a company who will do it straight away.

If the only advantage of using their 'approved agent' is a courtesy car then you haven't lost anything.

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