My Asda motor insurance won't pay out

 

Three years ago, I was involved in a car accident. I informed my insurers, Asda Insurance, and — as requested — sent a sketch of the scene.

car accident

Clear: The responsibility for this matter lies with your insurer

I heard nothing from them until August 2008 (eight months after the accident) when claims handlers for Asda's underwriters, Norwich Union (now Aviva), contacted me.

They said in the absence of any witness evidence they proposed a 50-50 settlement. Should I not agree, I was to contact them within 14 days.

Accepting their advice, I did not contact them and assumed the matter would be resolved. It obviously wasn't.

Last October, I received a letter from the third party's solicitors claiming an outstanding debt of £1,102.28. I immediately sent this letter to the claims handler and a copy to Asda Insurance.

In December, the solicitors wrote again. The amount now required was £1,535.85 and legal action was threatened. I sent this correspondence by recorded delivery to both parties.

P.R., Gravesend, Kent.

Margaret Stone, from Money Mail, replies: It has taken me the better part of seven weeks and lots of reminders to get a reply from Asda, so I do understand your frustration in getting your claim resolved.

Although you were following the claims handler's advice not to contact them, a quick phone call to say you accepted the 50-50 settlement might have prevented your later problems.

You didn't, however, and thereafter all the responsibility for this matter lies with Asda, its insurance provider, Aviva, and its claims handling firm, Ai Claims Solutions.

Why did no one come back to you in late 2008 to remind you about the proposed settlement?

Why, between October 2010 and January 2011, were four letters — including enclosures from the third party's solicitors — ignored?

It is a serious matter to be threatened with litigation. But I'm glad to say that, finally, the matter is settled. Aviva has written to you confirming the claims costs would be paid in full.

For its part, Asda has apologised and, as it ought to, is offering a £200 gesture of goodwill.

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