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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

In wanting my car repaired?

73 replies

mssalteena · 08/12/2021 11:40

Last week my parked and unattended car was hit by a bus.

Clearly I am not in any way liable.

Bus driver provided all details when I returned to car. Wheel was damaged so I had to have car recovered (and wait 3 hours in the freezing cold for the truck to turn up).

I now have no car. My insurers have said they can't repair it until I pay my excess (which is £500 and I really can't afford just before Christmas), they also can't provide me with a courtesy car now or possibly even during repair. As matters stand I might not get my car back until the New Year.

According to insurers they 'can't contact' the bus company and it could take 3 months for a response.

Surely given my car was parked they can waive the bloody excess?

OP posts:
MrzClaus · 08/12/2021 11:45

The excess in your case would need to be paid at the start to begin the car repair, but then reclaimed from the other parties insurance if you're found not to be at fault surely? This is how my insurance works anyway!

MsAgnesDiPesto · 08/12/2021 11:47

Your insurers are crap. They should be concentrating on getting you back on the road and then pursuing the bus company for reimbursement as it was clearly no-fault on your side.

Any underwriters around to offer advice on how to sort this?

Sympathies in the meantime, OP. It’s so frustrating. I hate how they need to know if the car is repairable before they give you a courtesy car, as well. The idea that if it’s a write off you don’t need one is so silly.

gobbynorthernbird · 08/12/2021 11:48

It is potentially worth contacting the bus company/their insurer directly and seeing if you can claim through them. Or, you could see if an accident management company will take you on.

Original poster
mssalteena · 08/12/2021 11:48

My insurers are going to be able to make a full recovery from the bus, my car was parked. There's no way liability can be disputed. So why can't they just repair my car and claim the whole amount back - why should I have to be £500 out of pocket for months for something I had no control over? I wasn't even in the car at the time.

OP posts:
Yummypumpkin · 08/12/2021 11:49

This isn't how insurance works.

If you bought a policy with an excess and no courtesy car cover, you chose to do that.

Other policies are available.

Original poster
mssalteena · 08/12/2021 11:49

I'm in London/ it was a London bus - so apparently it has to go through TfL, and (according to my insurers) no one answers the phone.

OP posts:
MLMshouldbeillegal · 08/12/2021 11:49

Surely given my car was parked they can waive the bloody excess?

That's not how an excess works though.

MLMshouldbeillegal · 08/12/2021 11:51

Although you shouldn't be paying anything after having thought about it a bit more, it's a no-fault accident, the other driver's insurance is the one which is paying the excess, not you.

Original poster
mssalteena · 08/12/2021 11:52

I am entitled to a courtesy car, they're saying I can't have one until the car is repaired and only then if one is available.

This is forcing me to go down the credit hire and repair route where the cost (to the insurer) ends up being considerably more.

OP posts:
jetadore · 08/12/2021 11:58

Think they’re right you have to pay the excess up front. Can you get a 0% credit card to cover it for now? They are BU about TfL not answering the phone. That’s not your problem, they need to sort it out, it’s literally what you pay them for. Keep a record of your communication and get on to the ombudsman. Also make and shake them please!

jetadore · 08/12/2021 11:58
  • name and shame !!
Sueaxlbrick · 08/12/2021 11:59

The courtesy car they are giving you is from the approved repairer. You don't seem to have replacement car cover. The excess is yours to pay, some insurers will waive it but they don't have to.
I can understand your position though and in your shoes I would be going to a credit hire company (even though I hate them) who will be able to put you in a replacement car and get your repairs dealt with. They will then claim it all back from the bus' insurer.

Shade17 · 08/12/2021 11:59

The best option is usually contacting the third party’s insurer direct when there’s no question as to who’s at fault. They will usually work hard to sort things for you as it reduces their costs, plus you don’t have to fork out an excess.

RandomLondoner · 08/12/2021 12:00

I've been googling credit hire and repair, as I'm not familiar with it.
I'm now guessing that your insurance company would be very happy for you to go down the credit hire and repair route, as that cuts them out of the loop and the bus insurance company pays directly.

Is there any way you can get a number for TFL's insurers so you can contact them directly? Assuming you want to save them money.

Otherwise I think I would find out what the claims company will charge them (to make sure it's reasonable) and go with that. As long as there is no legal possibility of the bill coming back to me. (I've never use one so don't know how it works.)

EmpressCixi · 08/12/2021 12:00

You chose a cheap insurance policy with a high excess and no courtesy car. It wasn’t your fault your car was hit by a bus, but you chose to pay £500 excess in any event (your fault or not) and that is always paid before any repairs are started. You are also not entitled to a courtesy car unless you’ve paid for one as part of your insurance policy. Take it as a lesson learned to not skimp on your car insurance.

santasmuma · 08/12/2021 12:00

You don't pay excess when you are claiming on someone else's insurance anyway.

girlmom21 · 08/12/2021 12:01

You shouldn't have chosen an excess you can't afford. You'll get it refunded so is there anyone who could lend you the money?

RandomLondoner · 08/12/2021 12:03

You don't seem to have replacement car cover.

However presumably she is legally entitled to have the other party pay the cost of a hire car, as part of the cost of the damage they have done to her. Not having replacement car cover just means her own insurance company won't pay for this, it doesn't mean the other insurance company isn't liable, and presumably that is why the claims company will give her a car?

Original poster
mssalteena · 08/12/2021 12:06

I haven't skimped on insurance, I pay over £800 a year.

I'm going to call the bus co (from checking online I think my insurers are wrong and it doesn't have to go through TfL) and if they can't agree to get a replacement car to me in the next 24-48 hours and start the repairs, I'll go credit hire/repair. They will end up paying about £100 a day for the hire, but a week on I have run out of patience, and I need a car!

OP posts:
SusieBob · 08/12/2021 12:12

If the bus company is at fault you (via your insurance) will be claiming on the bus company policy and you should not be paying an excess.

If you have courtesy car cover you should get a car whilst yours is off the road, that's the whole point of it.

daimbarsatemydogsbone · 08/12/2021 12:14

@santasmuma

You don't pay excess when you are claiming on someone else's insurance anyway.
Not if the other party or their insurer pays directly for the repairs, no, but you are getting the work done on your policy and then reclaiming the cost you do.
santasmuma · 08/12/2021 12:19

Not if the other party or their insurer pays directly for the repairs, no, but you are getting the work done on your policy and then reclaiming the cost you do.

There is no need to do this. The company is liable. The claim is against them. OP need not pay any excess.

Tynesider007 · 08/12/2021 12:41

Most buses in London are operated on behalf of TFL by the big companies (stagecoach, go-ahead, Arriva etc.) you might have to go through TFL to get to them but the insurance liability will be with the company, not TFL. Probably.

I used to work for one of these companies and they are utterly ruthless when it comes to insurance, even in an obvious case like the OPs they will do anything to avoid paying out or even just drag it out for ages, no idea why in clear cut cases like this.

Your excess or courtesy car insurance is neither here nor there, they are 100% at fault and you shouldn't be a penny out of pocket at the end of this, including losing the use of your car for the duration of its repair.

I would see a solicitor, they can pay for that too.

The big bus companies are complete and utter bastards.

xILikeJamx · 08/12/2021 12:50

Get on to a solicitor. They'll get it moving and can claim all costs back from the bus company's insurance

Lockdownmummy · 08/12/2021 12:59

It does not need to go through TfL, once you get through to them they will either pass into the bus company or tell you to contact the bus company directly.

tfl.gov.uk/modes/buses/who-runs-your-bus