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RAC insurance coverage left me for months with out a automotive or a payout | Car insurance coverage

Can you please ask RAC automotive insurance coverage why it gained’t pay my declare, as a result of I’ve acquired to the purpose the place I merely don’t know what to do.

On 4 December final 12 months I had a no-fault accident. I’ve dashcam footage displaying the opposite driver pulling out in entrance of me. The police attended, and I’ve witness statements displaying I used to be not at fault.

After reporting the declare I used to be informed that an organization known as Markerstudy can be coping with it. Two weeks later, I acquired a textual content telling me my automotive was to be written off. I used to be then knowledgeable that, the truth is, the RAC would course of it.

I used to be then contacted by a 3rd firm known as IMS Solutions which informed me it was now coping with my declare. After an extended wait it knowledgeable me that it wasn’t getting wherever with the third occasion’s insurer, and stated I ought to return to the RAC.

Today, RAC informed me that it gained’t cope with this and gave me the variety of one other firm – you guessed it, Markerstudy!

This has now been occurring for nearly 4 months, when I’ve been with out a automotive, or a settlement. My automotive was solely price £2,800.

The method this declare has been dealt with is totally ridiculous. It’s as if they’re intentionally making it as troublesome as doable.

I’m now on the finish of my tether.

JC, Wallingford

Twenty years in the past, you paid your insurer for canopy and in case you needed to make a declare then it might course of it and pay out.

Today, it looks like the entire claims course of has been subcontracted out to countless firms that most individuals have by no means heard of – corporations you haven’t any contract or relationship with, corporations which are usually close to unattainable to contact.

We have had a number of related letters complaining about insurers in latest months, making the identical level as you.

Your letter exhibits how dysfunctional the entire course of has turn into, and had I not intervened, I believe it might have taken you one other 4 months to get your payout.

The RAC says: “We have investigated JC’s concerns and would like to apologise for the time it has taken for his claim to be resolved.

“We have spoken to the parties involved and are pleased to say we have now resolved the claim. We have given him a payment of £150 for the time it has taken to process the claim.”

In January, Markerstudy purchased BGL Insurance, which supplies the RAC’s and others’ insurance policies, for a reported £400m. It additionally owns Co-op Insurance.

Trustpilot and different opinions of Markerstudy and Co-op Insurance make for fairly stunning studying, with poor claims dealing with the primary grievance from clients. Your expertise is just not uncommon, it appears.

Asked in regards to the opinions for its firms, Markerstudy blamed declare delays on “ongoing supply chain issues” and says it has recruited 40 employees to enhance issues.

“We are working with all our partners, insurers and providers to try and minimise disruption to customers,” it says.

We welcome letters however can’t reply individually. Email us at shopper.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please embody a daytime telephone quantity. Submission and publication of all letters is topic to our phrases and situations

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