August saw me driving on the dual carriageway. A car came off the right side and crashed into me. My car was totaled and I sustained severe injuries. 

An on-the-spot test revealed that the other driver was over the legal limit. The motorist admitted to being responsible. However, the third-party insurer refused to rent a car.

Aviva, my insurance, gave me a rent-to-own but they are taking it back starting this week and won’t extend. 

My policy also covered vehicle replacement. Aviva however, claims that no new vehicle replacement is available for 16-20 weeks due to industry problems. What can you do to get transportation? L.C., via email

A driver was in a crash that wasn't her fault but the third party insurer didn't give her a hire car

A driver was involved in an accident that wasn’t her fault, but her third party insurer refused to pay her for a rental car

Grace Gausden is a consumer expert at This is Money. I am sorry to hear about the crash you were in. It must have felt terrifying. 

Unfortunately, injuries were sustained and you are still receiving physiotherapy months later to ease the pain.

After the accident, the other driver was found to be at fault. 

However, it advised it would not be offering you a hire car. 

Aviva said this is because if the driver is over the alcohol limit for driving, the motorist’s insurer would not cover the hire of a vehicle as they would not be liable for the hire nor the car. 

You have filed an official grievance that is still being processed. Unfortunately, when you tried to contact the Ombudsman to file a similar complaint, it said it couldn’t help you.

Luckily, however, you were eligible to claim a rental car through Aviva, your own insurer. This provided you with a Lexus NX, the same make and model as the car that was written off, a Lexus UX.  

GRACE ON THE CAUSE

Grace Gausden, This is Money consumer expert, tackles reader issues and shines light on companies doing good and bad. Grace Gausden is featured in our weekly column.

Do you want her to investigate a particular problem? Or do you want to praise a company for going the extra mile? Get in touch

grace.gausden@thisismoney.co.uk

As your husband and you struggled to get in and outside the Lexus, it was later changed to an automatic Vauxhall corsa. 

While it was not the same as having your own car, which you had purchased earlier this year for £40,000, you were happy to at least be able to drive yourself around.  

Aviva has now informed you that, as of 29 Oct, your rental car will be removed and neither the third party insurer nor Aviva will offer a rental vehicle. 

This is because your policy states that you can only have one for 21 days. This has long been exceeded.  

You feel that not having a car would be a problem, since you are 75 and your husband is 76. He is also a blue-badge holder.

You could also consider alternative transport, but it would be uncomfortable. Your Lexus UX was designed to make it easy to travel.

A solicitor was also hired by you to help you with a personal injury case. He advised that if you rent a car yourself it is unlikely that you can recover the rental cost through your insurance. 

To make matters worse, although your policy provides for vehicle replacement, Aviva has informed you that no vehicles are available for 16 to 20% of the time. 

A customer service agent advised you that the company handling the order had not yet placed it, even though it was several weeks after you made the claim. 

An Aviva customer was told it could take between 16 and 20 weeks to get a new vehicle

Aviva customers were told that it could take 16 to 20 weeks to get a vehicle new.

You are now unable to make further complaints until those you have already made are addressed. In the meantime, you will be without a car for the future.

This seemed unfair, especially since it was immediately ruled that the accident was not your fault. You believed you had adequate insurance to cover you in case of an emergency. 

Aviva was recommended to me by my friend.

Aviva spokesperson stated that the insurance industry is experiencing a shortage of vehicles.

The policy in question offered a “new car replacement” option. This is a benefit that customers can receive, and not the “total loss” value of the vehicle to buy a replacement.

“This means that the customer can get a new car. A total loss valuation would consider the fact that vehicles lose value.

“However in the current environment market forces mean that there is a severe lack of new vehicles. This is UK-wide, and not something that Aviva or any particular vehicle manufacturer can do.

“In addition, the customer had not taken out any courtesy car coverage in case of total loss of their vehicle. Any courtesy car provision would therefore be in excess to the policy conditions.

“We do recognize the unique circumstances surrounding this claim, including the health considerations and current market forces in relation to new vehicles.

“As such, we have spoken with our hire provider and the customer and have agreed that the vehicle will be extended until the new vehicle becomes available. 

“We are also working with the rental provider to provide a more comfortable car, recognising the concerns about the current vehicle.” 

The insurer reversed its decision in your favor and you confirm that you were told you would be provided with a rental vehicle that suits you until your new car arrives. I wish you a speedy recovery, and I hope you get your new car soon.

An Edreams customer was frustrated after his flight was cancelled and no refund was given

After his flight was cancelled, an Edreams customer was disappointed and was not refunded.

It’s not all bad: This week’s nice and naughty list

Each week I look at companies that have fallen short of expectations as well as those who have gone above and beyond for customers.

Miss: Holiday company Edreams, were in the hot seat this week from reader, Duncan after waiting more than a year for his £1,189.82 refund.

He said, “My wife and me booked a trip via Edreams for our family to visit Brazil in July last Year.” Unfortunately, Swissair, the airline Edreams booked the ticket with, cancelled the trip a few months later due to the escalating Pandemic.

“We called Edreams on 24 September 2013 to request a refund and were told that it could take up to six months for us to receive our money.

“I made 27 calls to Edreams over the next six to eight month. They do not dispute my right to a refund but blame Swissair.

“I spoke to Swissair, and they advised me that it was not able to discuss the matter and suggested I go through Edreams. It’s been more than a year since the refund was made.

I can understand your frustration, as it is a large sum that you are waiting for. Edreams cannot tell you when your money will be received. 

I reached out to the firm to learn the reason for the delay and when you can expect to receive your funds.  

Edreams spokesperson stated that they sympathize with the customers’ frustrations regarding refunds, as our teams originally requested it from the airline last January. 

“Unfortunately, by time the airline authorized the refund, the customer’s credit card had expired.

“As such the transfer failed to go through when we tried to process it. 

“Normally in these circumstances, we would reach the customer to request their updated details to complete the reimbursement. Unfortunately, due to a computer error, this didn’t happen.

‘We have now processed a full refund alongside a £200 voucher and apologise for the part Opodo played in the inconvenience caused.’

The service was far from dreamy but finally you have a refund – and an extra £200 to spend next time you want to travel.

Hit: Alison, a reader, praised salt- and pepper-mill makers. Cole & Mason.

She said: ‘A few weeks ago our Cole & Mason electronic pepper mill stopped grinding pepper. When I saw that the lifetime guarantee came with it, I decided to order a replacement.

“I was curious if my one had. I contacted the Cole & Mason UK customer service team. They provided a brief explanation and allowed me to download a few photos.

“To my delight, they agreed that I was covered, and this morning a bright and shiny new pair of salt-and pepper grinders arrived. Thank you. Amazing service.

Luckily, Cole & Mason’s great service is not grinding to a halt and you were very happy with your new products.

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