My Van Was Rammed on the Highway by a Hit-and-Run Driver
My van was struck from behind by a fast-moving driver who left the scene without stopping.
As a result of the impact, my vehicle spun out of control, colliding with the roadside barriers and eventually catching fire. Fortunately, I escaped with only a minor head wound. I immediately reported the incident to my insurance provider, Autonet, and was assured that they would follow up with me.
Weeks Later, I’m Still Waiting for an Update
It has now been six weeks and I have not received any substantial update. The tools essential for my work as an independent tradesman are trapped inside my van, which remains in a storage facility. The facility requires authorization from Autonet before I can retrieve my belongings. However, my attempts to contact the insurance company have led me in circles among the broker, the underwriter, and the claims management team.
The only consistent communication has been from the storage compound, informing me that I am accumulating a daily charge of £25 for the storage of my van. This escalating bill is adding to my stress levels significantly.
Communication Breakdown and Financial Strain
Your message reached me at the end of June. You had initially reported the accident to Autonet in mid-May and were provided with a replacement van.
The subsequent months saw us caught in a frustrating loop of bureaucratic inefficiency. Autonet acknowledged their shortcomings in communication and responsiveness in early July, promising to make amends.
However, when they finally did make contact, they requested details of the accident that you had already provided two months prior. This indicated that your claim had not been processed. Autonet mentioned discussing compensation for the inconvenience caused and eventually returned your tools, which were unfortunately too damaged to be of any use.
A month later, there was still no resolution regarding the compensation for your van’s market value or your claimed expenses, which included 11 days of lost work due to the absence of necessary tools and transport.
Despite presenting receipts, Autonet initially offered to cover only half of the £6,750 in expenses you claimed. After further discussions, they agreed to cover the full amount, but clarified that this sum would include the compensation they had promised. They admitted once again to their service deficiencies.
Ongoing Delays and Additional Complications
By August, 16 weeks post-claim, there was still no clarity on the compensation for your van, and your urgent inquiries remained unanswered.
In September, you were abruptly informed that you had to return the courtesy van immediately due to the prolonged duration of the claim. It was revealed that you had unknowingly signed a credit hire agreement, which made you legally responsible for the hire costs if the third-party insurer defaulted on payment. Autonet suggested that you should have been aware of the terms, a stance that you contested given the lack of clear explanation provided.
Consequently, you were forced to expend additional funds on a less adequate replacement vehicle.
Under continued pressure, the underwriter finally proposed a more acceptable compensation of £1,835 for your damaged van, with Autonet admitting once more to their service failures.
However, the relief was short-lived as weeks passed without the compensation being paid. It appeared that the insurer had only then begun to determine the liability of the third party.
After a lengthy 169 days, 30 emails, and countless sleepless nights, you received payment on the last day of October.
The ordeal might still not be over. Should the third-party insurer decline to cover the costs of the hire van, you could be needed to support any legal actions taken by Autonet and its underwriter.
We welcome letters but cannot guarantee a personal response. Contact us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Include a contact phone number. All correspondence is subject to our terms and conditions.
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