In fact I had to push as to why I was answering the same questions as I already had for direct line. His response was that direct line had tasked them to deal with my claim. The call didn’t feel quite right and at times it felt I was being questioned in a way to catch me out. I will contact motability and direct line on Monday to hopefully resolve.
Having thought about this again, something doesn’t quite sit right here with Enterprise suggesting they are dealing with the claims management. If one of their rental cars were damaged, they would leave their insurer to deal with the claim, after all thats what they are paid for. It also seems odd Enterprise have given no explanation, why they are unwilling to let you have a car, especially as Direct Line passed you on to them and the fact its a non fault accident on your behalf and costs would be reclaimed from the third party by Direct Line. You may want to consider getting in touch with the CEO (andrewmiller@motabilityoperations.co.uk), if , as I suspect you get no joy from Motability reps and DLM on Monday, as its all very odd to say the least!
My mum had a similar instance earlier in the year where she was told a hire car wasn’t available after a non fault accident however, that was put down to a boot hoist and no cars being available with one, even though my mum and brother tried told them the hoist was put in for my dads scooter, which was no longer needed as he had recently passed away however, this was Motability saying this, not the car rental company and only got sorted once she emailed the ceo and recieved a car the same day and payment for the days she went without a car, which seems to be the prefeered option by customer services these days, if they can get away with it.