Thanks and fair play to Danielle who got back to us and confirmed an agent had noted we weren't making a claim in error. She was able to locate the car and get it sent off to a repair shop. It's just a shame they aren't as efficient as her. Car booked in yesterday to be looked at but didn't happen. Booked in today and again didn't happen so now will be Monday at the earliest but not holding my breath. Takes us to day 8 without anyone even looking at the car let alone deciding if it can be repaired so we get a courtesy car or a write off so we can get looking for another car

In short: Had an accident on Sunday night, (fault in dispute). Rang in to report and as damage to our car meant it was not drivable they organized recovery. All well and good at this point. Come Monday we get a call to say they'd received a third party claim and did we know about an incident. Explained we'd already reported it which they had no knowledge of (despite having our car!). Rang in today and they said they didn't think we wanted to make a claim!! News to us and did they think they could just keep our car and we'd somehow forget about it? Totally unbelievable, it's now Wednesday and they don't even know where the car is let alone what's going to happen next.