Biffa refuse lorry hit my car on 8/1/19 and immediately admitted liability. I asked if I could choose a Kia approved repair centre but was told by Churchill call handler that I had to use one of their approved repairers DLG Auto Services who I've now been told is owned by them. To be fair that kicked in straight away. However I sought advice from Kia who told me that legally I could request to have my car repaired by a Kia specialist. So stopped the pick up from Churchill's option and told them the name of the body repair specialists where I wanted my car to go. Now they seem to be dragging their heels on the referral which I've been told could take another week on the basis they are dealing with a back log which isn't really my problem, I've paid my insurance premium and expect to be dealt with equally regardless of who does the repairs ! Also had to justify the need for a courtesy car despite paying a premium for this and my insurance documents stating a courtesy car is guaranteed. This did though arrive the next day so I'm happy with that aspect. Written confirmation from the 3rd party's insurers wasn't enough for Churchill to waive my excess for a non-fault accident and required a verbal conversation with the insurer which wouldn't have happened had I not pushed Churchill to make the call. On the face of it Churchill offer a two-tier service based on whether you use their own repair centres or a repairer of your own choosing.