Has anyone made a no fault claim with Albany Assistance? All advice much appreciated ......

[Pineapplechunks]

Yesterday morning, on the way to school, someone drove into the back of us, we were stationary waiting for the person in front of us to turn right so we're not at fault.

The damage to my car didn't seem to bad, just a few dents and scratches in the back and it still drives fine so after checking everyone was alright and swapping details we carried on to school(we were still on time!).

When I got home I phoned my insurance company(Kwik Fit) to report it. Albany Assistance administer claims for Kwik Fit (and a lot of other major insurance brokers too). It seemed to be being dealt with very efficiently, I was given a garage to go to and get a repairs quote and have been told I will get a hire car when mine goes in for repair-all this claimed back from the other people's insurance because they were at fault.

They said I would need to sign a vehicle repair finance agreement and an associated credit protection policy before they could authorise the repairs to my car.

I've just googled Albany Assistance and the results aren't good. Lots of people saying that they're inept and their claims took months years even and that Albany overcharge for the use of the hire car so the other insurance company refuses to pay (apparently they can if the costs are too high?).

Have any MNers had any experience of Albany Assistance or have any advice about whats best to do as I'm really quite confused?

Hi Needinghelp03,

Could you please email your partner's case reference number or his car registration number to [email protected] so that we can get someone to look into this and contact him directly.

Kind Regards,

Vikki

Albany Assistance Online Team

ADVICE FOR ACCIDENT INSURERS
Since my accident 3 weeks ago, whereby I have stated 50/50 on all forms and it is currently still being battled out...I have been contacted from several insurance companies being underhand, rude, scamming, lying; all are trying to get me to claim personal injury with them. Last Friday a Company called me saying they were ALBANY insurance (Liverpool accent) and told me they have been appointed by my Company, and just need a few more details from me regarding my accident before they get the compensation for me as the other partner has accepted liability. I know this isn't true. And I am already wise to this approach from several other companies, so I politely said no thank you I will not be claiming. He slammed the phone down on me mid sentence. (I am the politest person on earth, by the way).

This morning I get another call from ALBANY saying that they have received my details of the accident I had within the last 2 years and know that the other party has accepted liability (not true) and that they have been chosen to partner my work (not true). Liverpool accent again. I explained that his colleague slammed the phone down on me 3 days ago and that I would not be claiming. He accepted that his colleague did this which was odd, but at least this guy was polite before ending the call.

A word of warning for insurers trying to muscle in - DO NOT lie and claim to know about the liability or tell people you are the chosen partner. DO NOT use a name that makes it sound like you're official and that we HAVE to speak with you and give you the details (Accident Investigation Bureau were the first to hassle me and make me think I had no choice but to give them details and make a claim and wouldn't answer my question when I kept asking them is this something that I HAVE to do with them?). Be honest. Be polite. Be professional rather than acting like a scamming agent.

I shall be going with a Company that were polite, explained why they're calling me in all honesty, explained my rights, genuinely apologised on behalf of all other insurance companies that had lied to me, explained why they do this, took the time to listen to me, have a conversation, and then let me know I actually have 2 years to claim and that I can call them throughout those 2 years if I so wished, and they wouldn't call me again but assured me they'd look after me when I was ready to come to them.

Who do you think I'll be using if I decide to claim within 2 years?? Irwin Mitchell were their names and they are the only Company without exception I will be calling. Wow...is 'sales through service' really that hard a concept???

Albany marketing dept....I really don't think all these people want to use your name as a cover. You should probably spend an hour with your sales people and listen.......

I have now been called 4 times from different numbers (some with no caller ID) since sending this message 10 minutes ago...this is harassment :( :( :(

Hello Srachelle,

I can assure you that these phone calls are not being made by Albany Assistance. We have no connection with calls being made to consumers under the name Albany Assist (or similar names). We believe these calls are targeting individuals to fraudulently obtain information relating to road traffic accidents and possible injuries sustained by the driver and/or passengers.

Albany Assistance does not make unsolicited out bound calls. If we contact a customer in connection with their case, we will always take appropriate security precautions to verify our own and the customer’s identity at the outset.

We are currently collating as much information as possible in relation to these calls and are passing information to our police liaison officer who is investigating this matter further.

For more information please see our website - www.albanyassistance.co.uk/nuisancecalls.aspx

Kind Regards,

Alexandra

Albany Assistance Online Team

Has anyone had any success in disputing a claim? My DH had a no fault accident in May. He received a hire car while his was being fixed. He has now received a bill, (2 months after handing the car back! ) saying the hire car was damaged when he returned it, which it certainly was not!
He disputed the bill and has been told that Fleet services, the hire company said it was so he'll have to pay!
Any ideas of what we can do?

Just had 3 cold calls from Albany Assist. Wouldn't tell me vehicle registration they were referring to. Very sarcastic caller who just kept fishing for information.

Hello Welch1250,

I can assure you that these phone calls are not being made by Albany Assistance. We have no connection with calls being made to consumers under the name Albany Assist (or similar names). We believe these calls are targeting individuals to fraudulently obtain information relating to road traffic accidents and possible injuries sustained by the driver and/or passengers.

Albany Assistance does not make unsolicited out bound calls. If we contact a customer in connection with their case, we will always take appropriate security precautions to verify our own and the customer’s identity at the outset.

We are currently collating as much information as possible in relation to these calls and are passing information to our police liaison officer who is investigating this matter further.

For more information please see our website - www.albanyassistance.co.uk/nuisancecalls.aspx

Kind Regards,

Alexandra

Albany Assistance Online Team

Have now been advised by CAB so will draft letter to Albany in the hope of getting some resolution to the problem!
Has anyone else resolved their issue yet?

Hello ActualAl,

We have direct messaged you requesting the case reference number so that we can investigate the matter further.

If you could please respond via direct message with this information.

Kind Regards,

Alexandra

Albany Assistance Online Team

We have emailed through information to Albany assist and I will update here with any results.

Very unsatisfactory response by Albany. They have given us a breakdown of the costs, which is fair enough, we are not disputing how much the costs were, but the fact that we did not do the damage in the first place and don't see why we should have to pay!
Not sure where we'll go next. All seems very black and white, no offer to meet halfway.

Worst thing is, a no fault claim is now going to costs us the same, if not more, than a years insurance premium.

UPDATE!

After I responded to a direct message sent to me on this site with my reference number, my DH was telephoned this evening by a very helpful woman from Albany Customer Services.
Outcome is , our case is settled to our mutual satisfaction. We are very pleased!

Thank you Albany Assistance Online Team.

Hi ActualAl,

Thank you for your kind words.

Kind Regards,

Alexandra

Albany Assistance Online Team

A truck weighing about 4 tons used the side of our car to stop. By driver’s own admission the truck did not have good enough brakes.
Reported the incident to our insurance provider Admiral immediately and provided all of the details including that of a witness. The witness validated that it was not our fault.
5 days after the accident we are still without a replacement car and still don’t know what will be done with our damaged car. Does anyone else feel like Admiral was being pushy with having to choose between paying an excess or going with a company of their pairing called Albany? We felt awfully pushed and now realize the information was even misguided. Wonder if Admiral intentionally exploits the volatile / stressful situation we were in to force us to make a wrong decision?
Makes you wonder if Admiral even care about our wellbeing. Has anyone reported their issues to the Financial Ambudsman?
Stay tuned for more as we deal with Albany!!

Hi kajcer,

Could you please email your case reference number or car registration number to [email protected] so that we can get someone to look into this and contact you directly.

Kind Regards,

Alexandra

Albany Assistance Online Team

Havjng a nightmare with Albany at the moment. I had a non fault accident in early July and was referred to them. 3 months later and despite me calling every 2 weeks for an update all they can tell me is that they have left a message for the other party and not had a response. Over 3 months later and I'm still driving a damaged car. I've had a written admission of liability from the other party and yet they won't accept this. I'm getting increasingly upset and considering where to go from here.

Hi dreadingautumn,

Could you please email your case reference number or car registration number to [email protected] so that we can get someone to look into this and contact you directly.

Kind Regards,

Alexandra

Albany Assistance Online Team

Are there any updates on these October incidents?
We are with Admiral and someone went into the back of me (last week)whilst I was stationary and admitted fault. My husband rang and was told no fault claims were dealt with by Albany. We had a very stressful time being I felt coerced/pressured to sign documents we only thought were T&Cs not realising we were being put in a position of ultimately picking up costs. There is a protection form included so I'm not sure what that's about. Since this time I've seen all these awful reviews and am extremely worried. Why do Admiral think we pay them insurance obviously so that we are covered for these events & certainly not to be handed to another party (which they get a fee for) to then be responsible for payment ourselves. Surely this can't be legal. It means we aren't really insured at all and they are taking our payments under false pretences. I feel they are taking a stressful situation and making it far worse. We've been told the repair is thousands and been given a costly hire car, 1 day as much as a week from local firms.I need a car for work. I'm at a loss now. Admiral are ripping us off as ultimately they should remain responsible for payments when they have passed us to Albany, which we thought like most people they were. By the time you realise it's too late.I wonder how legally binding it is to sign something under duress on line?
Does anyone have good news having used Albany?

Hi Batwoman2,

Could you please email [email protected] with your reference number so that we can contact you directly.

Kind Regards,

Albany Assistance Online Team

No good news... Hence I cancelled an insurance policy and started a new one with an insurance co that don't use Albany as a direct result of coming across this problem with them. Luckily for me, my claim that did go through the first insurer that used them, as other driver admitted fault I let their insurer deal with it and got a nice (cheap!) £20 a day courtesy car from a local Enterprise and everyone was happy. I didn't fancy a £90 a day (worse) car which was the alternative I was offered by Albany, whilst being told to sign papers agreeing to cough up myself if the other insurer said the price was too high.

Its no wonder car insurance is high when company's like Albany make the price of claims shoot up by demanding silly amounts for courtesy cars. They are the reason premiums are so high after even minor prangs. My insurance went up 25% after someone drove into the back of my car, go figure...

Im in the middle of a claim with albany, and i have to say im worried by thease comments.

I was involved in a minor accident 2 weeks ago, i was driving through a one way system car park when a driver drove straight across about 6 empty parking lanes and into a space as i was going down the lane she pulled into.

She then for some reason started to reverse and went straight into the passenger side door.

Its taken nearly 2 weeks to get anywhere but i have been told there liability team will be contacting me tomorrow, but this says to me that she hasnt admitted it and its likely to go down as 50/50 witch im not happy with and will more then likely refuse as my car cant travel side ways.

So far im unhappy with albany as 2 weeks to get this far is beyond a joke. 3 times they were ment to phone me back but never have.

Hi Toonmad,

Could you please email [email protected] with your reference number so that we can contact you directly.

Kind Regards,

Albany Assistance Online Team

Hi. Im supose to be getting a phone call today. Ive point blank refused to let my car go anywhere untill i know weather the 3rd party has admitted liabilty. 2 weeks to find this info is beyond a joke quite frankly. Really poor service

Hi Monkeysaymoo

Can you provide me more details on your experience.
My car is due to go in for repair next week.

I spoke to Albany assistance yesterday and I am being told as an "optional extra" I can pay them either £40 or £60, and this will waive me being liable in part or full (depending on whether I pay the £40 or £60) for any damage to the car!

As it currently stands if I dont pay this £40 or £60, if the rubber on the tyres gets scuffed, or the alloys get damaged, or there is any damage to the car whosoever, then I will have to pay my excess (£150) or £500 whichever is the lower.

I did not ask to be put in this courtesy car, the accident was NOT MY FAULT!

I would like my own car, but because she has forced me into a courtesy car, I am now either going to be out of pocket or driving round like a nervous wreck worrying that someone is going to cause damage, or a lorry is going to clip a stone and chip the car, or a trolley is going to knock the car in a supermarket car park.

And if that did happen and I was in my car and the damage was minimal then I would not get it repaired. BUT by having the courtesy car I will be charged and out of pocket and the third party's insurance company are not liable for these charges, as they are optional!!!!! What the f*!k!

They had me in tears yesterday as I did not ask to be reversed into, and I do not want a courtesy car.... I want my car. And yet to cover myself I have to pay out!