Insurance company only want to pay 50% of the claim

[advancebooking]

Im trying to help my mother in law. She had a crash and the car is getting fixed. The repair shop said that the ins company will only pay 50%. 

 

If we try reading the docs and still disagree with this where do we complain to?

 

https://www.tgia.org/motor/index-TH_9

 

I saw this website but no section on complaints

 

What should we do in this situation

thanks

 

 

[CharlieH]

Whats the value of the car and whats the value of the repair ?

 

Who authorised the repair ? who advised her she has to pay more, the Insurance company or the car repair shop?

 

[Etaoin Shrdlu]

The OIC is the place to lodge formal complaints against an insurance company.

 

https://www.oic.or.th/en/complaint

 

But before you take up a complaint against an insurer with the OIC, make sure you're on solid ground.

 

CharlieH's post above is relevant.

[advancebooking]

1 hour ago, CharlieH said:

Whats the value of the car and whats the value of the repair ?

 

Who authorised the repair ? who advised her she has to pay more, the Insurance company or the car repair shop?

 

its not an old car. I think 2 yrs old

 

the car repair shop said. Actually they take 8 months so far and not finished. 

[Etaoin Shrdlu]

26 minutes ago, advancebooking said:

its not an old car. I think 2 yrs old

 

the car repair shop said. Actually they take 8 months so far and not finished. 

 

Eight months to fix a car? I'm not sure the problem lies with the insurer. Is it a low-volume make or model with few spare parts available?

 

Did the insurance company direct her to use that garage? Did it approve the repairs?

 

Is it being repaired at the dealer's garage and did she have the dealer's garage endorsement on the insurance policy?

 

What amount is the car insured for under the policy and what is the cost of the repairs? 

[NoDisplayName]

50 minutes ago, advancebooking said:

its not an old car. I think 2 yrs old

 

the car repair shop said. Actually they take 8 months so far and not finished. 

 

Did she happen to get an estimate (or two) and submit them to the insurance company for approval, before starting eight months of repairs?

[advancebooking]

1 hour ago, Etaoin Shrdlu said:

 

Eight months to fix a car? I'm not sure the problem lies with the insurer. Is it a low-volume make or model with few spare parts available?

 

Did the insurance company direct her to use that garage? Did it approve the repairs?

 

Is it being repaired at the dealer's garage and did she have the dealer's garage endorsement on the insurance policy?

 

What amount is the car insured for under the policy and what is the cost of the repairs? 

We went around there today to the repair shop. Same excuses. We all got angry with them. They have a hundred old smashed up cars there....

 

unsure about the endorsement issue. Its been approved only pay 50%. We will take the ins docs to the shop where she purchased the insurance. 

[advancebooking]

1 hour ago, NoDisplayName said:

 

Did she happen to get an estimate (or two) and submit them to the insurance company for approval, before starting eight months of repairs?

no I think the car was taken to this big repair centre right after the crash

[NoDisplayName]

Why was the car taken to that specific location?

 

when you went by afterwards, before they started work, what did you agree to?

 

Did you just say, go ahead and fix it, and not get any details as to cost or time required?

 

What does the insurance policy state about repairs?

[Etaoin Shrdlu]

8 minutes ago, advancebooking said:

We went around there today to the repair shop. Same excuses. We all got angry with them. They have a hundred old smashed up cars there....

 

unsure about the endorsement issue. Its been approved only pay 50%. We will take the ins docs to the shop where she purchased the insurance. 

 

When the accident occurred, was the insurance company notified promptly and did she take the car to the garage that the insurance company specified?

 

Is the car being repaired at the dealer's garage? Did the insurance company authorize use of the dealer's garage in advance of the repairs?

[newbee2022]

On 2/10/2025 at 4:21 PM, advancebooking said:

Im trying to help my mother in law. She had a crash and the car is getting fixed. The repair shop said that the ins company will only pay 50%. 

 

If we try reading the docs and still disagree with this where do we complain to?

 

https://www.tgia.org/motor/index-TH_9

 

I saw this website but no section on complaints

 

What should we do in this situation

thanks

 

 

Talk to the insurance company and read the small prints. Exclusions?

[Randy99]

On 2/10/2025 at 4:21 PM, advancebooking said:

Im trying to help my mother in law. She had a crash and the car is getting fixed. The repair shop said that the ins company will only pay 50%. 

 

If we try reading the docs and still disagree with this where do we complain to?

 

https://www.tgia.org/motor/index-TH_9

 

I saw this website but no section on complaints

 

What should we do in this situation

thanks

 

 

Suck it up.  All insurance companies pay 50% of what they owe.  This is particularly true healthcare insurers.  Ultimately your only recourse is to sue in court but don't hold your breath.  You are most likely to spend good money on a lawyer and loose in court.  Rigged game.

[novacova]

Two year old car, surly it has first class insurance. Take the car to the dealer or a dealer authorized repair center, sounds like you’re getting some sorta scam gimmicked. 

[Ralf001]

14 minutes ago, Randy99 said:

Suck it up.  All insurance companies pay 50% of what they owe. 

 

what a massive steaming pile of BS.

[Mattd]

Far too many unknowns!

 

- Reputable Insurance Company?

- Was the accident involving only the MIL car and no other vehicle / property?

- Is it First Class Insurance?

- Any Excess (deductible) payable?

- If the answer to the first question was yes, then is there any limitation of the repair cost for self damage?

- Dealer Garage repair or insurance company repair shop?

- Why is it taking so long to repair, extensive damage, rare vehicle?

 

First thing to do is get hold of the policy and read the small print, absolutely no point in making any complaint until you are 100% sure of all of the facts and the T&Cs.

[khunPer]

On 2/10/2025 at 1:40 PM, advancebooking said:

no I think the car was taken to this big repair centre right after the crash

I.e., you didn't contact the insurance company and made a claim before asking for repair?

[RocketDog]

On 2/10/2025 at 6:26 PM, NoDisplayName said:

 

Did she happen to get an estimate (or two) and submit them to the insurance company for approval, before starting eight months of repairs?

Thank you.

The most germane reply to the OP yet.

 

Don't take those steps before repairs start and you're tossing the dice.

[Mattd]

1 hour ago, RocketDog said:

Thank you.

The most germane reply to the OP yet.

 

Don't take those steps before repairs start and you're tossing the dice.

I'd agree if it was the vehicle owner paying for the repair, otherwise it is generally it is not up to the insured to get independent quotes, the insurance company should appoint an assessor to assess the damage and make a recommendation to the company.

Whether the repairs go ahead or not would be their decision, which would be based on the cost to repair versus the insured value of the vehicle.

Any dispute should be resolved immediately.

 

In my experience, the car will be taken to the repair company by the insurance company, exactly where will depend on the clause in the policy, i.e. dealer garage or an approved insurance repair company, the insured may have a say in the preferred repairer, ultimately though it is entirely up to the insurance company as they are ones who will (should) be paying, the insured would forfeit any deductible if any and the repair should then proceed, some insurance companies do seem to have a bad reputation with the dealer garages in terms of payment and can be slow to give the go ahead to repair, however, after 8 months in the case of the OP, then something is badly wrong.

[thailand49]

My experience with insurance here.

The policy does it indicate it is to be taken to dealer or an independent.

If independent the insurance company normally dictates to their shop they do business with.

As far as I know you can't decide on your own or get estimates.