Customer Faces Prolonged Delays and Additional Costs in Autonet Accident Claim
A van was rear-ended by a speeding driver who failed to stop, causing the van to spin across a motorway, hit barriers, and catch fire. The driver of the van suffered a minor head injury in the accident.
The claim was reported to Autonet, but six weeks later there was no contact from the insurer. The van and its tools remained in a storage compound where access required insurer permission and storage costs accumulated at £25 per day.
The customer experienced a fragmented claims process, being passed between a broker, an underwriter, and a claims-management firm. Autonet later acknowledged poor communication during this period. Initially, Autonet requested accident details that had already been submitted, implying the claim had not been properly initiated.
Autonet promised compensation for the impact of the poor service; however, the tools were damaged and no immediate payout was made for lost work or other remedies.
By August, 16 weeks after the claim began, there was still no payout. In September, the customer was told to surrender the courtesy van due to ongoing delays, only to discover a credit hire agreement that made them liable for hire costs if the third-party insurer did not pay. Consequently, the customer had to use an inferior replacement vehicle while facing the burden of credit hire costs.
The underwriter proposed a settlement of £1,835 for the damaged van, but Autonet said this fell short of expectations and claimed that the remainder would include the promised compensation.
The payout was finally made on the last day of October, following 169 days and 30 emails. The customer indicated that potential legal action could be necessary if the third-party insurer refuses to cover the hire period costs.
