BTT

 

Car picked up Friday and no further updates , good service eh ?



AllanB

 

OK just heard form them and they are aiming to have the bodywork done by Friday. I'll have to sort out the mechanicals myself but have agreed to pay for any rectification work that can be atrributed to the accident


AllanB

 

Got the car back a while ago and the bodywork much better but still not really good enough, with some blemishes in the paint still but I'll hang onto it for now.

However it is aparrent that something is not right with the car as it feel very wrong and handles rather poorly with some vibration through the steering wheel despite them fitting new wheels.

The frequently promised engineers report has never turned up and the subject is continually avoided. I beleive that the vehicle was never inspected correctly hence no documented report being available.

Due to the amount of false promises I have had from Highway and its agents, I asked for a written confirmation that they would pay for any mechanical rectification work as per my conversation with Michael Golding, this mail was sent on Sunday and they have still not responded.

I now have a car that feels unsafe to drive and no written aassurances that they will pay for the work so I cannot proceed to get it checked over by Xtreme Scoobies as I don't want to foot ther bill.

The accident was on the 9th of December if anyone needs reminding how long it has taken Highway to get this far.

They have promised a written compensation offer by next Friday.

AllanB

 

Greenlight have offered to cover the cost of the rectifications, which is great. Hopefully Xtreme Scoobies won't be too busy next week.

I must point our Greenlight have been very helpful and have added a great deal of weight to getting this sorted.

Just waiting to hear back from Highway now.


AllanB

 

hi allan B,

Just read through this thread and to say I am amazed is a lie......I have seen and heard it all before but that is no consolation to you. I just hope you are now nearing the conclusion (happy)) to this utter **** up!!!!

For everyones ears......

If you live in Bucks. Berks or West London there is a really great bodyshop in Wooburn Green near High Wycombe.

The guys name is John Crowden and although to look at the premises you may take a step back, trust me his work is very very good. He has done several jobs for me over the years from an old 1955 Jag XK to repairing several quite badly damaged rally cars.

He also sorts out loan cars for you......often his own but at no cost to you.

The address is:

Crowden Coachworks
The Green
Wooburn Green
High Wycombe
Bucks
Te/Fax: 01628 526463
E mail: crowdenco@chworks.fsnt.co.uk


He is also very very helpful in getting the claims going for you.....

H (in Cyprus)

 

Thanks Simon.

Thats quite handy as I have 3 more cars needing some work doing so I might try and whiz up there.


Thanks


AllanB

 

My broker, Greenlight , have now interviened again and have offered to sort out the cost of sorting out the wayward handling and providing a hire car whilst this is being done.



AllanB

 

Car now booked in to Xtreme Scoobies. Hopefully they will do the normal XS magic.

More updates tomorrow.

Big thanks to Greenlight for doing the decent thing when Highway seem more interested in internal procedures and red tape rather than getting the job done. Thank god Greenlight have a range of underwriters as I will be keeping my buisness with them just specifying anything other than Highway for underwriting !


AllanB

 

I have yet another tale of woe regarding Highway, and more importantly, Auto Indemnity. I got hit in the back while correctly completely stationary at a roundabout, by some guy doing about 30-35 mph, and fiddling with this mobile phone.

Highway were OK, when I took the car straight to a great TVR/Subaru bodyshop I know in Kent. The bodyshop quoted for the damage repair the same day, however it took FOUR FULL WEEKS FOR THE LOSS ADJUSTER TO ARRIVE AT THE GARAGE, FROM AUTO-INDEMNITY !!!!!!!

Before the garage could do the work, they had to have the go-ahead from Auto-Indem, so my car was off the road all that time. It was utterly pathetic.

When the garage finally got the go-ahead (and only after Highway had made me sign some ridiculous credit agreement which would cover their ***** in the event that the other party's insurance didn't pay out), they did a great job in around 5 days (new floorpan, bootlid, rear bumper, respray, chassis realignment, etc).

However it took a further two weeks for Auto-Indemnity to agree to pay the bill (despite having agreed to the rate and total amount before the garage could start work). When I was finally allowed the car back, about two months after taking it in, the garage knew that AI were a dodgy lot and so insisted that AI send them a fax the same day, promising payment in full.

After waiting at the garage for three hours the fax finally came through and I was allowed to take the car.

I got a phone call from the garage a month later asking if I could chase AI, BECAUSE THEY STILL HADN'T PAID UP !!!

I rang AI up and gave them a piece of my mind. They admitted that my case had been found totally without fault on my part and could come up with no explanation as to why the garage had not been paid.

Unbelievable.

 

Another less than professional job eh. I'e let the guy I deal with at Greenlight know abot your case. Who was your broker ?

I think it may be wise from now on to check the underwriter on any policy you take out to ensure its a more efficient company than the Highway/AI combination seems to be.



AllanB

 

Took the car to Xtreme Scoobies and was horrified to find a very badly damaged rear brake line also fitted upside down. Not sure how the car passed the MOT.

Anyway here is the response from Highway

http://uk.geocities.com/shadowlurker...se02082005.pdf

Seems odd that I have been given the car back twice in a possibly dangerous state. The first time was when it was retunred to me and no alignment had been done and it was all over the place ! Now this !

Big thank you to Greenlight, my broker, who have paid to have the car checked over and the suspension properly set up by Leda. Now thats proper service.

I am giving Highway one last chance to change the decision and if they do not then its off to Watchdog and the Ombudsman and all the press.


AllanB

 

I've been with Greenlight for coming up 3 years underwritten by Highway. Can't fault Greenlight but Highway really worries me after hearing all this.

My renewal is up at the end of the month, will certainly ask if they can switch underwriters for me, if not then I'll be looking elsewhere!

 

Exactly the same as me mate, I've been with them 3 years and *touches wood* I've never had to use them for a claim, my renewal's due in November so I'll be asking to change from Highway

AllanB - Can't believe the hassle you're having, you couldn't make something up like that, it's unbelievable

 

Poor Allan has endured more than his fair share of hassle with his claim and I have intervened on several occasions to get things back on track.

Highway had renewed impetus every time that I intervened and Highway have tried to rectify problems as they arose.

But as with most large companies the timeframes to react and number of different individuals involved can inhibit the process and they can lose sight of good old fashioned ground level common sense.

Allan and I put our heads together last friday and we (Greenlight + Allan) took charge of sorting the claim once and for all, with us doing what we consider to be whats right and paying ourselves to rectify the problem to take control and give Allan back some confidence in his vehicle.

Where a Greenlight customer has been failed by the system I can assure you that if I am alerted to this I will do everything I can to make good and protect our customer, doing whatever it takes and using common sense to shortcut buerocracy whenever it arises and inhibits our client.

Greenlight are an Independent Broker and are not tied to any one Insurer, we have schemes with a number of ABI Insurers and Lloyds syndicates. So, if you wish we can switch to an alternative provider from renewal.

We have traditional values, we value our customers and will do whatever it takes to ensure our customer is treated fairly regardless of the Insurer in question.

We are a UK based company and DO NOT outsource, or knowingly deal with companies that outsouce their customer support or claims departments overseas.

As a Broker i've dealt with Highway as a company for some 18 years now and they have experienced a number of transitions over the years, the most recent of which was the change of management structure and the ensuing enhancements and improvements that followed.

This happened some 5 years ago and they have improved progressively over the years by systematically analysing aspects of their business, embracing technology as it becomes available, altering outdated procedures, introducing new operating systems and using the latest Insurance software to improve their efficiency.

They have a very strong management team and are one of the best reserved companies in the UK, which is good new from a financial security point of view.

Granted they do make mistakes (as do ALL Insurers) and when things fall over they can struggle to pick things back up and put them on track, but to their credit they will take their errors on board and evolve by learning from their mistakes.

Allan has endured a torrid time and i'm glad that between the two of us we finally managed to rectify his handling problem today, driving a courtesy car for months on end may sound glamourous but really isnt much fun.

With hand on heart and dealing with them on a dailly basis I can say that Allans experience is not the norm with Highway, Auto Indemnity (Highway's outsourced claims first line of response people) had failed and let down both Highway and Allan very badly.

One point that I wish to make to ALL Greenlight customers is that unless you have signed something to the contrary you DO NOT have to use any Insurer's suggested approved repairer - if any Insurer insists that you must please make me aware and I will intervene to point this out on your behalf, reminding them of this.

Some policies guarantee a courtesy car for 14 days regardless of where you take your vehicle. But most UK Insurers (Direct or otherwise) do not do this and the potential downside is that courtesy cars are often only provided via the repairer network and there is no guarantee that your chosen garage will have a car available, so if you're unsure (and covered by Greenlight) simply call Greenlight's claims section at our office and we'll be happy to check into this and see what we can do.

As a result of Mr Bayman's claim I will be contacting Subaru UK to discuss the potential of using their network of repairers in some manner, including the prospect of courtesy car provisions.

In the meantime i'm just glad that I could help and that Allan is back on the road again with his vehicle handling safely.

Kindest regards

Tony Fehily
Senior Partner - Greenlight Insurance

 

'Focusbird' and 'Cheshire' rings a very big bell - is that you Ruth??

Looks like you've strayed into Cheyanne country coming onto Scoobynet with your Focus, although having seen your car I think you'd hold your own.

To reassure you, we WILL NOT allow our customers to be treated in this manner and I will intervene in each and every case that I need to in order to make good and put things back on track in the event of a hic-up.

In all my years in Insurance I have never seen a more problematic handling of a claim, it was a snow ball effect - we picked things up, they fell over.. this happened a number of times.

This case had to be seen to be believed and to give you some idea as to poor Allan's luck, which clearly was not on his side - someone even hit his courtesy car... Unbelieveble eh??

Allan & I involved senior management who to their credit did get things moving a number of times, but with several very senior managers involved and as with most large organisations (Insurers or otherwise) internal procedures can often slow their reactions - thus my company (Greenlight) paying to put things right and making good as this was the only way to take control.

I assure you that I would do the same for you if you or any other client was in this position.

Kindest regards

Tony Fehily

 

Yes it's me


Just out of interest, and sorry for going slightly off topic Allan, but if you choose to go to another bodyshop to have your car repaired, rather than the one suggested by your insurers, and you're not happy with the job (even though it was your choice to go there) do you still have the same "come back" if the work isn't up to standard?

 

I'm not sure on this one at all.

Highway have given me a final decsions which to sum up is whisllt they are sorry for the trouble they feel the new set of wheels and removing the dents to the door is adequate.

Considering its over 8 months, several hundred miles of driving and months of premuims and road tax whilst the car was off the road and the cost of 6 or 7 days holiday, plus the cancelled trips and social engagements, I am not at all happy.

I have asked if there objectioins to posting up the emails from Highway and will see.

I am now writing to the obbudsman and Watchdog. I think this may be the last update for some time and am considering litigation.


AllanB

 

I just wanted to say thanks to all of those who emailed me with advise and support over this amazingly stressful time.

I will keep you all updated but it seems Highways decision is final.

I will try and post a copy of the emails so you can see what they say



AllanB

 

Their decision can be overturned by the ombudsman of course.....

 

Mmmm yes 8-).

I have every confidence that it will be.



AllanB

 

OK guys who have posted up here with problems I will be intouch shortly.



AllanB

 

Thanks to those who have been intouch so far.


AllanB

 

I have asked Highway to read the comments on here and to make me aware of anything I have put up which " in my opinion" may not be factual.

I have always offered to amend any posting but I have never had any objections.

They now state that "Please do not assume that we accept your comments on "Scoobynet" as factual, as this is is not our position." but they have never stated what is not in factual according to them.I have asked them again to state what is not factually accurate so there is a balanced story for all to see.

Franseca, thanks for the offer of the assistance. Its nice to know someone who does this daily from Scoobynet is happy to help. Once to documentation is put together I'll send it over. Might be best if I drop it off actually as I'm sure they'll be a vast amount of stuff.

I will be contacting trading standards and the DVLA also regarding the MOT and how it passed with a damaged brake line.


Allan

 

Xtreme Scoobies have now sent me the pictures but have advised me not to drive the vehicle as the damaged brake line could split open and cause a fluid leak.




AllanB

 

Ah well thats my holiday runied as I cannot get the part for 2-3 days so cannot go fishing now . Grrr.



AllanB

 

Over the last week I have recieved a letter form the first repaired, Junction Road of Finchley, asking for me to confirm I am happy with the repairs. This is veru odd as the vehicle was moved from thier premisies for someone else to complete the repairs. I sent a copy of this letter to Highway on 3/9/2005.

Today I got an invoice from Junction Road for the £250 excess when Highway had agreed on the 5/8/2005 in writing ( on email) that the excess would be waived. Again I have sent copies of the letetrs to Highway and contacted Junction Road, speaking to Chas Smith at 8:48 to give him the contact details of Lindsay Hedmann at Highway to discuss the matter directly with Highway.

I am compiling a vast amount of correspondance to send to the Ombudsman and would request if you have had any problems with Highway that you contact me by email at allan.bayman@btinternet.com as I beleive if a number of us complain at the same time this will add weight to our respective issues.

Can I also add Greenlight have been very helpful as have Xtreme Scoobies in trying to sort this out. Greenlight still appear to want to resovle this.

I currently have the following issues with the vehicle:
Poor paint finish on rear spoiler and front drivers side wing.
Front bumper appears loose and squeaks.
Ariel appears to be disconnected.
Aircon does not work.
Vibration though steering wheel.
Likely damage to rear offside hub assembly as advised by Xtreme Scoobies.

The damaged rear brake line that had been fitted upside down by one of Highways agents has now been repalced and Greenlight have agreed to re-imburse me for the costs involved.

I'll keep you posted but its likely to be some time before I hear back from the ombudsman.

Wish me luck !


AllanB

 

OK one month on and something has happened. The car has been taken to Exteme Scoobies and the vibration problem is now much better although not perfect. The new set of wheels supplied seem to leak somewhere and I have not recieved an answer from Highway about resolving this as I am having to inflate the tyres on a regular basis as they are loosing pressure. I have not recieved any feedback form them about the aircon, non connected ariel or some of the other points raised.

The following issues still remain unresolved.

Poor paint finish on rear spoiler and front drivers side wing.
Front bumper appears loose and squeaks.
Ariel appears to be disconnected.
Aircon does not work.
Vibration though steering wheel ( although less than before)

Highway appear to have investigated the whole claim and have wirtten to me agreeing the service I got was not good but feel the steps they have taken are enough for them to bring this matter to a close.

I am not happy with this as I have lost 7 days holiday as a result and the vehicle is still not quite right. Greenlight, my broker, have been very helpful so big thanks to them in helping on getting things this far.

I feel I would still advise anyone insuring a vehicle to check who the underwriter is to avoid the poor service I have experienced via Highway and its agents.


AllanB