Complain about insurance company?

Question

i recently had an accident and it was a third party's fault. my insurance company is taking so long to sort it out and they are not very co-operative. i wanted to know who i can complain to about the company(provident). thanks

Answer 1

If the accident was not your fault, your insurance company may be getting the run around from the at-fault party's insurance company.  I see this happen all the time.  If the liable insurer just drags their feet and won't cooperate, your insurer will eventually have to take them to arbitration, and the entire process can take up to a year or more.  Ask your claim adjuster what is taking so long, is it a hold-up by someone outside their office?  If it is, there isn't much your company can do but wait the appropriate lengh of time before taking more action, like filing complaints against them or requesting an arbitration hearing.

Answer 2

you can complain to everyone, but no one really cares

Answer 3

1.  It isn't your place to decide who is to blame even when it is fairly apparent.

2. You don't say how long ago this incident took place so who is to determine that they are taking a long time?

3. The delay is more than likely with the third party insurer particularly if the third party is to blame.

4. If you have enough evidence to show that the third party is responsible you should be able to hire a replacement vehicle, if your own insurer doesn't give you one, and claim the cost back via an uninsured loss claim (small claims court), although if the third party cannot pay you may have to stand the loss yourself in the end.

Answer 4

Most insurance companies have very effective compliance departments.  If you find that customer service lines are not providing you with adequate service, and you wish to make a complaint, I would try there first.

I know, from insider experience, that an indirect approach to customer services from the "compliance department" will put a "fire up their ***".

So, just make it a simple straightforward enquiry to customer services first of all to find out the current status of your claim.  Then if you feel you need to escalate it, ask if they can transfer you to their compliance department.

When you speak to the compliance department, just ask them a few questions about procedures for making a complaint.  They will have great experience of dealing with complaints, and might be able to help you.

Answer 5

If your agent is not giving you the service you expect, call the main office of your insurance co and ask to speak to a manager. In most cases they do care about customer service, unless of course your complaint is frivolous.

Answer 6

First step is to go through your insurance companies complaints procedure, if you have no joy then you can contact the FSA and make a complaint through them.

http://www.financial-ombudsman.org.uk/

Answer 7

To be fair, what you view as taking a long time may not, in fact, be Provident's fault at all.  They may be meeting resistance from the other party's insurers (as is often the case).  I take it you've been "chasing" them on the phone.  First port of call, I think, would be to call again and this time ask for your call to be escalated to a manager.

Answer 8

Sarah, most likely it is not your company that is delaying everything. It is the insurance company of the at-fault driver.

However, if you feel they are not doing their job properly, you can contact your state's insurance commissioner's office and file a formal complaint.