I'm trying to work out what happened here.
DM has a motabiliy car which DF drives. He had an accident which he believes is the other driver's fault (going around a roundabout in the nearside lane, other car's passenger wing hit his rear driver side.).
He phoned his insurance and was told that it was unlikely to be his fault, there was a £0 excess because of that, and repair would be undertaken by X company and a replacement car supplied by Y company.
An hour or so later, Z company phoned to discuss the replacement car. I said 'Oh, I thought they said Y company'. The lady on the phone said she had to go through the accident with DF. I asked why. She said that as they were a no fault car replacement service, they could only supply a car if they thought DF wasn't at fault. It was all a bit confusing. She was asking about financial means and credit agreements. I stated that DF was a motabiliy customer and shouldn't be charged for a car. She said they weren't charging, they were just checking in case the other party refused to pay.
Yesterday, they called my DF to say that they couldn't supply a car because the other party were disputing fault. So DF phoned the insurance company to ask what happens next. The insurance company were totally confused because they have arranged delivery of a replacement car from company Y and have not asked company Z to do anything.
All is well that ends well - DF gets a replacement car and didn't agree to any credit agreement, but I'd quite like to understand what happened.