My parked and unoccupied car was reversed into by a delivery van witnessed by both my partner and I in January 2007. It is now September 2007 and the claim still has not been fully resolved.
The third party accepted liability at the scene and as the delivery van was from a hire company they notified them of this on return of the vehicle, the hire company then retained their deposit.
I had imagined that this would be a straightforward claim, but far from it, primarily due to my own insurers! Tesco provided the most poor customer service I have ever encountered. I received no updates as to the status of the claim. I continually had to chase them. On most occasions little work had been done on my behalf between my calls. I provided Tesco with full details of the incident, contact details of the driver, the delivery company and the van hire company but yet they were either not interested or unwilling to settle my claim.
Though legal cover was included in my policy, I was informed after many months of waiting and chasing that my file was just being passed over for action. Ultimately I requested the contact details of the third party insurance company and I honestly believe that it was only through my direct contact and the third party insurance company's help that the issue is now close to resolution.
Tesco refused point blank to speak with any of the individuals involved, driver, delivery company or van hire. They insisted that they were only legally allowed to deal with the insurer. Over eight months later I was informed that Tesco had contacted the driver directly. Either they were incompetent over the preceding months or I was purposely lied to concerning this matter.
I became so angry and upset with Tesco that I now no longer shop with them either.