Replacement vehicle

A consumer contacted our Office regarding delays in the repair of her motor vehicle and the insurer’s refusal to continue covering the cost of a replacement vehicle while the repairs were ongoing.

The consumer’s vehicle had been stolen and used by thieves, who had also consumed drugs inside it. As a result, the vehicle required a remediation process to ensure it was free of drug contamination. Although the vehicle underwent cleaning on two occasions, it was evident that the cleaning had been inadequate. This delay ultimately caused the 30-day coverage period for a replacement vehicle, as stipulated in her policy, to expire.

The insurer declined the consumer’s request to extend this coverage period.

After reviewing the facts of the case, including photographs clearly demonstrating the inadequate cleaning of the vehicle, we contacted the insurer. Following a reassessment of the documentation, the insurer agreed to extend the consumer’s access to a replacement vehicle beyond the 30-day period outlined in her policy and to arrange for further cleaning of the vehicle.