Garage say insurance company is delaying repair

[Blossom44]

On the 12th January after a service, my mothers car was being returned to her by the garage. It was however involved in an accident whilst being delivered and the driver took it back to the garage, after telling my mother "your car has been in a smash" "i've got the detail"

We have since been told that the two insurance companies are in dispute over who was at fault. My mother, who is 88, has been given a courtesy car but she doesn't like it, is losing confidence but has been told it is all that is available. The garage is a multi national make/concern so I find that hard to believe.

I have been told on the phone that the garage will not simply just repair the car and return it to my mother because to do so prior to the insurance claim being settled would negate the claim and that this could take months to resolve.

In the meantime, through no fault of her own my mother feels trapped, is losing confidence and feeling distressed at the loss of her car which she only bought in June 2016.

Any advice or do we just have to sit and wait?

[MIKE770]

Re: Garage say insurance company is delaying repair

0800 023 4567. We're here from 8am to 8pm Monday to Friday, and from 9am to 1pm on Saturdays. You can also email us at complaint.info@financial-ombudsman.org.uk or make general enquiries online. We can talk to you in a different language or format (like large print or audio) or using an interpreter.5 Jan 2017

how to complain - Financial Ombudsman

www.financial-ombudsman.org.uk/consumer/complaints.htm

[des8]

Re: Garage say insurance company is delaying repair

"I have been told on the phone that the garage will not simply just repair the car and return it to my mother because to do so prior to the insurance claim being settled would negate the claim and that this could take months to resolve."
B******S! If the assessors have inspected the vehicle, and decided it can be repaired, there is no reason why the repairs cannot be put in hand.
Liability for paying for the repirs is then settled between the insurers


This is a problem which the garage has to solve.
It is not sufficient for them to say "here is a courtesy car, get on with it"
The courtesy car, in these circumstances should be as similar as possible to her own, and if they need to hire one from another source, so be it.
They could then claim the costs as part of their expenses.

Is the garage a member of an organisation you can approach?

Presumably as it is a new vehicle, your mother has comprehensive insurance. Have you approached her insurers?