What to Do If the Insurance Company Delays a Replacement Car

If you’ve been in a car accident or your vehicle has been stolen or declared a total loss, one of the most pressing concerns is getting a replacement car quickly. But what happens when your insurance company delays providing a courtesy or replacement vehicle? Delays can disrupt your daily life, commute, and even work commitments. In the UK, there are specific steps you can take to resolve such situations efficiently.

This guide explains what to do if your insurance company delays providing a replacement car, your rights as a policyholder, and how to avoid extended wait times.

Why Insurance Companies Delay Replacement Cars

There are several reasons your insurer might delay giving you a replacement vehicle:

1. 1. Lack of available courtesy cars in your area.
      
   2. Third-party fault not yet established, especially in non-fault claims.
      
   3. Delays in repair assessments or vehicle valuation.
      
   4. Paperwork issues or slow claim processing.
      
   5. Waiting for authorization from the other driver’s insurer in a non-fault claim.
      

Understanding the cause of the delay can help you take the right course of action.

Step-by-Step: What to Do If Your Replacement Car Is Delayed

1. Review Your Insurance Policy

Start by checking your car insurance policy documents. Look for:

• 1. Whether courtesy or replacement car cover is included.
     
  2. Time limits and conditions under which a replacement vehicle is provided.
     
  3. If a similar car is guaranteed or just a standard model.
     
  4. The insurer’s time frame for delivering a replacement vehicle.
     

Some policies only provide a courtesy car during repairs and not if your car is stolen or written off. Others offer “Guaranteed Hire Car” cover, which includes a replacement even in total loss cases.

2. Contact Your Insurance Provider Immediately

If your insurer is delaying a replacement vehicle, call them or email their claims department. Ask:

1. 1. Why is the replacement car being delayed?
      
   2. When can you expect to receive the vehicle?
      
   3. Can they offer an alternative arrangement, such as a rental reimbursement?
      

Always keep a record of all communication – names of agents, call times, and written responses.

3. Ask for an Alternative Transport Solution

If the replacement car is taking too long, some UK insurers may:

1. 1. Offer a daily transport allowance.
      
   2. Provide access to partner rental car companies.
      
   3. Reimburse you for the cost of a hire car if you arrange it yourself (check limits).
      

Be sure to get written approval before hiring a car independently, or you may not be reimbursed.

4. Escalate the Complaint Within the Insurance Company

If you’re not satisfied with the insurer’s explanation or service, escalate the issue:

1. 1. Ask to speak to a senior manager or claims supervisor.
      
   2. Submit a formal complaint in writing.
      

Most UK insurers are regulated by the Financial Conduct Authority (FCA) and must respond to complaints within eight weeks.

5. Know Your Rights in a Non-Fault Claim

If you were not at fault in the accident:

1. 1. You have the right to be put back in the position you were before the incident.
      
   2. You may be entitled to a like-for-like replacement vehicle, not just a basic courtesy car.
      
   3. You can use a credit hire company to get a replacement car, and they will recover the cost from the at-fault party’s insurer.
      

This is especially common in non-fault claims involving third-party drivers.

6. Use a Credit Hire Company

If your insurance is not helping and the fault lies with the other driver, a credit hire company can step in. These firms provide:

1. 1. A temporary replacement car of similar size/spec.
      
   2. No upfront cost – they bill the at-fault driver’s insurance.
      
   3. Fast delivery, often within 24–48 hours.
      

Popular UK credit hire firms include Helphire, Auxillis, and Kindertons. Be sure to check customer reviews and service quality before choosing.

7. Submit a Complaint to the Financial Ombudsman Service

If your insurer still fails to resolve the delay and you feel mistreated, you can:

1. 1. Contact the Financial Ombudsman Service (FOS).
      
   2. File a complaint online or by post (free of charge).
      
   3. The Ombudsman will investigate and may rule in your favour, requiring the insurer to act or pay compensation.
      

The FOS helps consumers resolve disputes with financial companies in the UK, including car insurance providers.

Your Legal Rights Under UK Law

Consumer Protection

1. 1. Insurance companies in the UK must treat customers fairly and promptly.
      
   2. They must provide clear timelines and expectations.
      
   3. Any unreasonable delay may entitle you to compensation or reimbursement of costs.
      

FCA Guidelines

The FCA requires insurers to:

1. 1. Handle claims fairly.
      
   2. Avoid unnecessary delays.
      
   3. Communicate effectively with the policyholder.
      

If your insurer is breaching these principles, you have a strong case for escalation.

Tips to Prevent Delays in Future Claims

1. Add Guaranteed Replacement Car Cover

When renewing your policy, opt for guaranteed replacement car insurance – especially if you depend on your vehicle daily.

2. Choose a Reliable Insurer

Not all insurers are equal. Read reviews and customer satisfaction scores on sites like Trustpilot, Defaqto, and Which? before purchasing.

3. Report Accidents Promptly

The faster you report your incident and submit documentation (photos, police reports, etc.), the quicker your claim can be processed.

4. Document Everything

Always keep evidence of:

1. 1. Communication with your insurer.
      
   2. Written promises of car delivery dates.
      
   3. Any personal costs (taxi, Uber, rental receipts).
      

Can You Claim Compensation for the Delay?

Yes, if the delay has caused you financial loss or inconvenience, you may be entitled to:

1. 1. Out-of-pocket expenses (e.g., taxis, car rentals).
      
   2. Loss of earnings (if you rely on your car for work).
      
   3. Distress or inconvenience (in severe cases).
      

Insurers usually assess this on a case-by-case basis. Submit receipts and proof of impact when making your claim.

Frequently Asked Questions (FAQs)

Q1: How long does an insurer have to provide a replacement car in the UK?
A: There’s no fixed legal deadline, but insurers are expected to act within a “reasonable timeframe” – usually 2–5 days.

Q2: Will I always get a replacement car after an accident?
A: Only if your policy includes it. Standard courtesy car cover may not apply in theft or total loss cases.

Q3: Can I hire a car myself and charge my insurer?
A: Possibly – but get written approval first. Otherwise, the insurer may refuse to reimburse.

Q4: What if the other driver was at fault?
A: You may be eligible for a like-for-like vehicle from a credit hire company while their insurer covers the costs.

Conclusion

Being without a car after an accident or theft can be frustrating, especially when your insurance provider delays a replacement car. However, you’re not powerless. By understanding your rights, pushing back on delays, and considering alternatives like credit hire, you can minimise disruption and keep moving.

Always check your policy details when you buy or renew insurance. In the long run, a few pounds more for guaranteed replacement car coverage could save you days of stress and inconvenience.