My insurer, the AA, appears to have lost my crashed car and can’t, or won’t, pay my claim as a result.
In October, a truck emerging from a yard drove into the side of my car and, as I was shaken, a witness drove me home. The vehicle was seemingly collected by the insurer but is now lost. When I inquired as to why the claim had not been paid, I was told my car was with English Ford in Poole for repair.
However, English Ford told me it had no record of the car. The AA then said it would ring me the next day. When it failed to do so, I raised an official complaint. I cannot afford to purchase another car until the claim is settled.
So far, as I am not able to determine that the AA has lost my car, my claim remains unsettled.
MP, Bournemouth
The AA told me that, despite appearances to the contrary, your car was never lost. It is at the salvage depot of the policy underwriter (Covéa) and has been deemed a total loss. Therefore payment is on its way.
“We had not made its whereabouts clear to the policyholder, nor who would be processing the claim,” the AA says. “We have apologised, and informed the policyholder of the next steps. We have also provided £75 as a gesture of goodwill due to the stress and inconvenience.”
And finally …
JS, from London, writes in praise of O2. “When a dear friend, suffering from a critical health condition, found her O2 connection, sim card and Yahoo email account wasn’t working, I contacted the chief executive of O2 on her behalf. A member of the executive office helped and a new sim – with the much-needed original number – was sent to a local store. A positive experience that should not go unrecorded.”
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