“My car was recently written off through no fault of my own. The motor insurer (LV) were supportive, offered a fair valuation and settled within a week. Rolls Royce service from them.
My gap insurance unfortunately is administered by Motorway Direct who offer more of a Reliant Robin experience.
Initial contact was fine and all requested information was supplied to them within a few days.
Nothing then for a week at which point they requested copies of bank statements showing the original payment for the car. This despite having a copy of the dealer invoice and the purchase being nearly six years ago. Not to mention the fact that the policy is for a Replacement Car and therefore the purchase price is irrelevant.
Tried to explain this to a pretty useless call centre employee who could only repeat her mantra of its what the underwriters want !
Luckily my bank were efficient and managed to find the statements which I supplied over a week ago to Motorway Direct whilst also making an official complaint about this rather blatant attempt to delay meeting their liability.
Since then not heard a word from Motorway Direct. Probably they are busily thinking of new information to request. Blood type of the salesman, shoe size of the service manager perhaps !
The policy states very clearly that claims will be settled within 14 days of the motor insurers settlement. As they are now in breach of contract in that regard I will seek interest on the eventual settlement and appeal to the Ombudsman should they demur.
Given that the current judgement rate applied to Ombudsman compensation claims is 8% perhaps there is a silver lining after all.
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