Very disappointing and stressful…
Very disappointing and stressful experience involving my insurer, claims handler, and their approved repair garage.
I am a full-time private hire taxi driver, and my vehicle is my only source of income. Following an accident on 9 January 2026, I reported the claim immediately and my vehicle was taken to an approved repairer arranged through my insurer.
From the beginning, there were concerns with how the claim was handled. Liability was decided against me at an early stage without what I believe was a full and fair consideration of the circumstances or the photographic evidence provided.
More significantly, there have been serious delays and a clear lack of coordination between the insurer, the claims handler, and the repair garage.
My vehicle was delivered to the repairer on 15 January 2026, however repairs were only authorised on 30 January 2026, and only after I raised a formal complaint. I was then informed that the vehicle would be ready by 16 February 2026, but this deadline was not met.
Since then, I have experienced ongoing delays, conflicting information, and poor communication. On multiple occasions I visited the garage and found that no meaningful work had been carried out, and even when parts had arrived, they were not installed. I was also informed that there had been changes in management at the garage, which further impacted progress.
As of today, I am still without my vehicle and therefore unable to work.
This has left me without income for an extended period, causing significant financial hardship and stress. I have had to rely on financial support to cover essential expenses, including vehicle and insurance costs.
While a small amount of compensation was offered, it does not reflect the scale of the delays, the lack of coordination between all parties involved, or the serious impact on my livelihood.
Overall, this experience has been extremely frustrating and far below the standard I would expect, particularly for a service that directly affects someone’s ability to work and earn a living.