Rant against my insurance company

[Gibbo]

As some of you may know my car was stolen and written off on 24th April.
It was less than 10 months old and my insurance qualified me for a brand new replacement car. However, no courtesy car is due when one's car is stolen, apparently. The insurance company eventually agreed to find me a replacement brand new car and delivery was pencilled in for 7th June. On 6th June I find out that the dealer supplying the car has registered the car to himself rather than to me. I have no idea why. They then have to apply to DVLA to get the car deregistered and reregistered, as new, in my name. I kick off at the insurance company big time and they agree to supply me with a courtesy car at their expense that they will insure for free. They insure it until midnight on 21st and supply it on 7th. I am then informed that my replacement car should be delivered on either Friday 15th or Monday 18th. I phone on Thursday 14th as I had not heard for definite when it would be delivered. They said they'd chase it and get back to me on 15th. Nobody rang. I phoned this morning to find out what was going on. The phone just rang, so I e-mailed. The nice lady at the replacement car team rang me this morning to say that the dealer had chased DVLA only to be told that they could not locate the paperwork so effectively it appears they're going to have to start the process again. In the meantime I am told that I'll either have to return the courtesy car [to Bradford] or arrange insurance for an indefinite period if I want to continue to use the courtesy car.

FFS this whole episode is putting my blood pressure way up and I really feel like going round to my insurers and whacking some heads with a baseball bat....how the hell can they have registered the car to the dealer rather than to me? It is the very last car of that model and spec available in the UK so it's not as though they could give me a different car.

AAAAAAGH!!!

[J4MES]

And now... it's not even a new car anymore! I feel for you bud, sounds like you need to name and shame tbh

Hope it gets sorted soon

[MD]

have you asked them for the money instead?

might get them moving a bit quicker...

[Gibbo]

Is there anything I can do to accelerate this process?

I hate this courtesy car and want my new car now.

[Gibbo]

have you asked them for the money instead?

might get them moving a bit quicker...

No - the money is defintely what I don't want.
They will only pay me what I paid.
I got a >£3k discount.
There's no way I could replace the car like for like myself with the money I paid, besides this replacement car is the last of its type with the spec I want to be made available in the UK.

[Tumble]

Get trading standards involved, or at least threaten them with it - it's not like this thing was even your fault.. They are the ones that screwed the replacement up, they should see you right until they've sorted their mess out.

[Zak33]

tis not the insurance company bud....tis the garage that's cocked it up.

This is what occurs (its a guess....but I'm pretty good with guesses in the motor trade)

Dealer gets car order from Insurance company and gets car (ordered or dealerswap or whatever)

Insurance company wants it on a certain day at a certain time. That date is just outside the dealers Volume Bonus target period. So the Sales Manager /retail Operator/Humble Sales man, makes decision to register it (in their own name) to hit a target.I bet if you asked to see the V5 (which wil have arrived by now) it'll have the dealers name or a trade name that hey use. Sometime the manufacturer insists on this, though tis out of order really....it happens.

Then it turns out that the Insurance Companises POLICY is for a NEW car, not a pre reg, and so they have to Un Register it.

A V5 (log book) is only a piece of paper, BUT it's important for the Ins Policy to lay down the rules and I bet the rules are NEw Car, not Pre Reg car.

It occurs all across the land....day by day...hundreds of times per day.

[Gibbo]

Then it turns out that the Insurance Companises POLICY is for a NEW car, not a pre reg, and so they have to Un Register it.

A V5 (log book) is only a piece of paper, BUT it's important for the Ins Policy to lay down the rules and I bet the rules are NEw Car, not Pre Reg car.

It occurs all across the land....day by day...hundreds of times per day.

So wtf am I supposed to do?
How long does it take to 'put right' ?

[Gibbo]

Apparently, I learn today, that DVLA have refused to de-register the car and register it to me. I had to take this to director level at the dealer chain [I shouldn't even be talking to them directly as it's through insurance] to learn anything about what is going on.

The only way to do it, apparently, is for the dealer to register another car in my name and then claim a mistake has been made and get DVLA to swap the registrations over.

[mightymouse]

this is such a typical type of customer service of the current british industries. i really miss the good old days when they use to treat us like human rather than an investment. Insurance companies are the worst of all

[J4MES]

Apparently, I learn today, that DVLA have refused to de-register the car and register it to me. I had to take this to director level at the dealer chain [I shouldn't even be talking to them directly as it's through insurance] to learn anything about what is going on.

The only way to do it, apparently, is for the dealer to register another car in my name and then claim a mistake has been made and get DVLA to swap the registrations over.

I don't believe that for a moment - it's fraught with danger. What if they refuse to? What if 'your' new car gets damaged/stolen while it's in your name?

I'd be speaking to the insurer tbh