Aviva

orangeapple57

I lost my rear end and slid, spun and hit the central reservation coming off a roundabout by a new estate. I called the breakdown number for Aviva and got cut off so attempted a repair with my 13 year old a passer by noticed (good Samaritan) I drove after the repair but there was too much noise i pulled over and finished my call. I noticed the form online said I already had an active recovery and I knew all they were missing was my location. I called the number on the error and explained I had managed to get passerby to do wheel but it's still broken. RAC said as I said accident they were discontinuing my call out as they only do breakdowns.

As police were attending a more serious skid that happened after mine we asked for more help. They gave us a local recovery service but they couldn't help. I finally got a recovery vehicle but when he turned up he said he would take me to his garage. I found myself stranded in Coventry with no supplies, pads, change of clothes, no where to go no access to my chair or anything in the car as by the time they realised it's not safe enough with a small repair it was still up on stilts. The language barrier didn't help either a d I panicked about if I was going to be gang ....

As a single woman that thought is Sadly always on our mind let alone after paying £300 to be recovered home to end up in a backstreet garage that doesn't even have a professional front, deals in cash and speaks Arabic or polish.

Not quite sure now I'm finally home how to go about it because the Aviva solicitors said despite conflict of interest I should log a complaint but the way these companies are I'm struggling to even find a telephone number let alone a way to complain! I've downloaded the policy which states they will do everything to get me home in the event of an accident or to my destination and take car repair and return to me!

How do I always end up in a pickle?

Bluebell21

Hi @orangeapple57 I am so sorry you have had this dreadful experience. How are you now? Are you injured at all? This must have been very frightening for you. Please take care of yourself.

OverlyAnxious

Hi,

You mention both RAC & Aviva and it's a bit confusing.

Did Aviva book the RAC recovery for you or did you contact RAC separately?

There are different levels of recovery. Some are just local roadside assistance, some will take you to a garage within 5-10 miles, others have onward travel included (taxi etc).

How did you get home in the end? Did that garage fix your car enough to drive it home?

orangeapple57

https://forum.scope.org.uk/discussion/comment/917155#Comment_917155

Thank you my son was asleep so didn't brace and hit his head. Both of us autistic it's been a nightmare I can't wait for it to end.

orangeapple57

https://forum.scope.org.uk/discussion/comment/917302#Comment_917302

It's supposed to include full recovery I've quoted the policy to them. I got recovered and home off my own back with my own purse 😭

orangeapple57

Update; complaint put in with RAC for abruptly telling me I'm not a breakdown and hanging up without offering to recover for a fee. Attitude of the guy was awful and spun me into panic mode. The repairs aren't complete I may need a wheel bearing possibly more I have a new wheel now so that's another item checked off. I've put in complaint and receipts so far into AVIVA who I was covered with and who pay for the recovery, breakdown and at home assistance package with RAC. So far costs are £295 recovery to a location I didn't ask for in opposite direction from home. £771 for parts and repairs, £117 for hotel room for the night. £35 for replacement wheel. Just about to get a local mechanic to replace wheel bearing. Reported the road on fix my street as slippery just need to do a sar to police to show how many reports of accident at that roundabout. Son is recovering well from head injury and I'm now recovering from not being able to get food or meds for myself and the stress and physical pain of not having wheelchair access and my other aids. Appreciate everyone's help.

OverlyAnxious

That sounds like an awful experience. 🙁

I think the systems must have got confused when it was initially reported as an accident but then got changed to the 'roadside assistance' team instead. When it's a breakdown, they usually just send a small van first to try and fix, then call for the recovery truck after that.

I've had issues with both RAC & AA in the past and wouldn't trust either now. Good to hear you've been able to get the complaint in quickly and it sounds like they're going to help.

If you get enhanced PIP, it might be worth considering a Motability vehicle. The process should be a bit more simple if you have a breakdown or accident again in future, and you don't have to pay extra for recovery or repairs.

orangeapple57

I put on for motability assessment ages ago and still no response I think I need to chase it so I have that ready should anything happen. I've done an foi to both police and council asking for how many others reported accidents there due to surfacing.