Just a bit of background before I get into my question:
September last year, I had a near miss accident with another car. The other party claimed there was damage. I gave insurance details, took pictures, my passenger and I made diagrams and statements about crash, in the event that she would claim through the insurance company. Just to make it clear, I did not hit the other parties car.
When the other party did make a claim, we submitted all the information we had, and an independent assessor came to look at our car and noted there was no damage. The case took a while to proceed, as the other party apparently refused to answer their phone or allow the independent assessor to look at their car for a few months. When the independent assessor finally went to look at the other parties car, they changed a major part of their narrative of the crash, so the case was closed just before Xmas.
We called the insurance company, and our case assessor told us the case was closed. My partner requested they send us written confirmation of this either through email or post, as we were slightly worried that a case like this would increase any future costs. We did not receive this. When my partner rang back yesterday, they said that, because the other party had made a complaint about the assessor, they could not close the case.
Here is my problem; I fail to see, essentially, what this has to do with us.The other party did not make an appeal, just a complaint. Surely a complaint about a service is between the customer complaining and the insurance company? The case really has caused a lot of unnecessary stress and anxiety; the only phone call we have ever received from the insurance company was the one telling us that the other party had made a claim. We rang them about once a month to check up on it's progress and every time we did so, something important in the case had changed.
This is the first time I have ever been insured on a car, and the first claim that I have ever had to deal with.
These are my questions;
Is this normal?
Is this worthy of making a complaint to the company?
How can I get the insurance company to send me confirmation that my case has been closed?
Should our insurance company tell us if a case is reopened?
Should insurance companies ring their customers if major changes happen during a claim?
September last year, I had a near miss accident with another car. The other party claimed there was damage. I gave insurance details, took pictures, my passenger and I made diagrams and statements about crash, in the event that she would claim through the insurance company. Just to make it clear, I did not hit the other parties car.
When the other party did make a claim, we submitted all the information we had, and an independent assessor came to look at our car and noted there was no damage. The case took a while to proceed, as the other party apparently refused to answer their phone or allow the independent assessor to look at their car for a few months. When the independent assessor finally went to look at the other parties car, they changed a major part of their narrative of the crash, so the case was closed just before Xmas.
We called the insurance company, and our case assessor told us the case was closed. My partner requested they send us written confirmation of this either through email or post, as we were slightly worried that a case like this would increase any future costs. We did not receive this. When my partner rang back yesterday, they said that, because the other party had made a complaint about the assessor, they could not close the case.
Here is my problem; I fail to see, essentially, what this has to do with us.The other party did not make an appeal, just a complaint. Surely a complaint about a service is between the customer complaining and the insurance company? The case really has caused a lot of unnecessary stress and anxiety; the only phone call we have ever received from the insurance company was the one telling us that the other party had made a claim. We rang them about once a month to check up on it's progress and every time we did so, something important in the case had changed.
This is the first time I have ever been insured on a car, and the first claim that I have ever had to deal with.
These are my questions;
Is this normal?
Is this worthy of making a complaint to the company?
How can I get the insurance company to send me confirmation that my case has been closed?
Should our insurance company tell us if a case is reopened?
Should insurance companies ring their customers if major changes happen during a claim?