We look at Christine’s complaint after her insurer took nearly six months to repair her car.

What happened

Christine’s insurer took nearly six months to repair her car. The garage had ordered the wrong parts and much of the delay was due to this mistake. 

The insurer gave her a courtesy car for the first 14 days, as per the policy. However after that, she had no replacement car. 

Christine told us she lived in a rural area without regular buses or trains and she’d spent £10 a day on taxis to take her children to school. Her insurer was refusing to pay this.

Our decision

In the end, we told her insurer to cover the taxi costs since the delays were due to errors on their side and she had no other way of getting her children to school.