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Hi everyone,
A quick update and an unbelievably fast resolution with my car repair.
The car was collected on Monday and transported to the repairers in Salford. I received a call saying that it would most likely be just under two weeks and tge same day I set up the taxi account through direct line.
Yesterday I received a text saying my car was ready to be returned and to call them.
I called at nine this morning and my car returned fully repaired and gleaming inside and out at 2pm today.
I have to say I am impressed with the repair and time taken. Overall direct line and their repairers have been faultless and the only issue initially over car hire has disappeared into history.
So that’s it I am happy I have my car back as waiting for taxis is more stressful than I remember.
They apparently for whatever reason passed it to enterprise to deal with. Direct line have since called back with an apology over Saturday after motability had contacted them. I have elected for a taxi account rather than a replacement car when mine is collected. For the milage I would be doing it will be easier for me.
Just to follow this up after speaking to direct line this morning. They are unsure as to why enterprise went down the route of a credit hire car rather than just arranging a car for when mine is collected for repair.
When my car is collected for repair I am to call direct line and they will arrange for a bog standard car hire until my car is returned.
I have emailed motability with a complaint over the way this was handled, just to express my annoyance more than anything
I can’t fault the call handler at direct line so hopefully the rest of the repair process will go as planned.
Yes I was apprehensive over the call, the phone number they called from was the same as the number in the text received from direct line saying enterprise would be calling.
Here is the text message received
Direct Line Motability have sent us your details. We will be in contact shortly to discuss your claim. From Enterprise Rent A Car.
Enterprise (DLM – Credit hire only) has been appointed and they will contact you to progress your alternative vehicle.Telephone number and claim referance number removed by me.
Thanks for your comments, yes I have made direct line aware of the bump and provided a statement and uploaded the dash cam footage of him driving the wrong way.
The issue is when enterprise called yesterday it was not just to arrange a replacement car. They were calling on behalf of direct line as a claims management company and to arrange a car that under their unknown policy to me I do not qualify.
The car was to be provided under a credit agreement and not as a courtesy/replacemeny car as I was expecting.
I should only need to deal with direct line and for them to deal with the other parties insurance.
The call followed after receiving a text from direct line motability stating that enterprise would be calling. I have spoken to no one else but will be calling motability and direct line on Monday.
When I questioned the guy who called from enterprise he actually was unable to answer why I didn’t meet their criteria.
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.
Just to follow this up I have received a call from motability and they confirm that the details have been updated. The insurance now shows the new registration and the rac will update overnight.
I changed to a private plate this Monday just gone, I did confirm with motability first regarding the insurance and rac and was assured it would automatically update within a few days.
The dvla transfer was a doddle and an email confirmed the change.
However the insurance and the rac still show the old reg and more worryingly the mib database shows that the new reg is uninsured.
I have spoke to motability today who have the new reg on their system but the total process from their end can take up to ten days to complete.
It’s going to be an interesting conversation with the police if anpr pings as I show as uninsured.
