Tricia was unhappy with her insurer because they told her it would be best to repair her car after it was damaged.

What happened

Tricia was unhappy with her insurer because they told her it would be best to repair her car after it was damaged. But she felt her car wasn’t safe to drive and there was no point in repairing it.

Our decision 

We reviewed the engineer’s report to look at the cost of the repairs compared to the car’s pre-accident value. The cost of the repairs wasn’t even close to 60% of the pre-accident market value of the car. So we didn’t think the insurer had done anything wrong when it decided to repair rather than write off the car. 

We asked Tricia if she had any reports to support her view that the car wasn’t safe to drive but she didn’t. As a result, we didn’t uphold the complaint.