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Car Insurance
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After my first ever accident, I couldn't get through to the Sheilas Wheels call centre to make a claim for 2 days. The longest I waited before hanging up was 58 minutes. Before this I waited for 25 minutes several times each day before giving up. Once through I was told it wasn't their fault I had waited so long, it was the weather!
Their website says their call centres are open 24hrs, but this is only for certain types of contact. For claims and customer services, the two most important, they're open 8am - 8pm week days and 9am - 5pm on a Saturday. Not open on a Sunday!
My policy document says they'll offer a settlement within 2 working days of confirming your car is a 'write off'. However, when I was contacted and told my car was a 'write off', I was told it could be 10 days before a settlement was offered. When I cited the policy document statement of '2 days' I was told that while I was told my car was a write off they hadn't officially confirmed this, and didn't need to offer anything until they had 'officially confirmed' this. And that it was up to them WHEN they officially confirmed this.
The courtesy car was taken away the second they told me my car was a 'write off'. So, I now have no transport, no idea of when I'll get a settlement and, therefore, no way of purchasing a new car.
Finally, they suggested I start to research what my car would be worth in light of a settlement offer being made. Apparently I should get evidence of what my car would be worth, so that when they make a settlment offer I've got something to counter their offer with!
I've never been through this process before, but it strikes me as unusual that a company suggests this to it's customers. Don't they make the best reasonable offer they can? Unfortunately a considerable amount of trust has been lost during this process and I am yet to be contacted with a settlement offer. |
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