To think insurer to should be able to locate this driver?

[Sundaycoffee]

I was hit by a coach who badly damaged the side of my vehicle. It was in slow moving traffic and the coach just drove off. Not even sure if they knew they had hit me. I have the reg number of the vehicle and there are paint fragments on my car which I have kept.
The insurer as since got back to me and said they can't locate the driver so there's nothing they can do??? Is this allowed? Surely coach companies have records of who are driving what route at what time? Can they really just shrug and say no idea who the driver was?
They have told me to go through the MIB instead but wondering if there is anything else I can do?? Has anyone else had experience of this?
I didn't contact the police at the time, I thought having the reg number was enough to be able to track someone down.

That’s an awful thing to of happened. have you tried logging it with the police? I’m sure that would be viewed as a hit and run or failure to stop and give details? (Not sure if either are applicable, but maybe worth a call). Isn’t there a law about 24 hours or something to report an accident. Either way, I’d call the non emergency police number and seek advise. Good luck Op.

edited: typo.

Same thing happened with my car years back. Lorry hit the back of my car. We knew the company that owned the fleet of HGVs, knew the reg number and yet the HGV company refused to give my insurer any info at all and so I had to pay for it all. It’s incredibly annoying and I don’t know why it’s allowed but the man from my insurance company seemed to act like they could t force them to cooperate so I just had to accept it.

I didn't contact the police at the time, I thought having the reg number was enough to be able to track someone down.

You should report an accident to the police every time @Sundaycoffee - irrespective of what insurance choices you're trying to make in terms of how the claim is investigated or funded.

You get a crime reference number, and you get the surety that if you need to go back, that it's registered.

I know so many on Mumsnet just make up the Highway Code or ignore it, but please see this below:

Rule 283
If you are involved in an incident or collision or stop to give assistance

....

• contact the emergency services on 999 and provide full details of the incident location and any casualties. Use an emergency telephone, a mobile telephone, or press the SOS button if your vehicle has one (see Rule 277 on how to identify your location on a motorway or other high-speed road)

Sorry also if I sound snippy but I've been shouted down so many times on here (and in real life) about the Highway Code and about this particular law.

So many folk insist you don't have to report an accident. That you don't have to follow the Highway Code, just speak to the other driver, or ring up your insurer and "have a chat" (that little "chat" is also on the record btw - there's no such thing as an off the record chat with your insurer)

Again, forgive me but yeah

Hi OP. I am an insurer by trade. Were there any witnesses to what happened and do you know which coach company it was? Also do you have legal expenses cover either within or as an add-on to your policy? Motor claims are like any other loss event. It depends on the evidence available and your insurer might just find it cheaper to pay your claim than go for recovery. If you legal cover as well you are better able to pursue a claim, but even then there is a success test of >50% chance of success as assessed by a panel lawyer. This is why everyone should buy a dashcam. With evidence of that quality, you can always recover your loss.

Right now I would complain to your insurer. Make sure you insist that the complaint is logged so they have to follow FOS rules- this may make them more amenable on recovering your loss from the third party. If you here them say something like I will note your concern be clear no, I am logging a complaint and I want it acknowledged please.

You could then ultimately pursue your concern via the Financial Ombudsman Service (FOS). Though there is no guarantee of success.