My car is unusable because my insurer can't source a replacement window - do I have any recourse?

My Ford Ka+ suffered a broken driver's door window nearly two weeks ago, presumably at the hands of vandals. My insurer uses AutoGlass to cover glass repair and replacement, but AutoGlass tell me they have no stock so have ordered the required glass from Ford. Ford now say the glass is on back order with no ETA. I've not been able to use the car for 10 days now and there is no sign of when I will be able to. The insurer is refusing me a loan car as they are only provided if the car is at a garage being repaired. I have the car at home (fortunately in my garage), but can't use it because it's not weather-proof or secure without a driver's door window. What recourse do I have and to who? The insurance is due for renewal in three days but there seems little point in renewing when I can't use the car.

Asked on 11 September 2017 by Tony Brett

Answered by Tim Kelly
Contact your own glass repairer and see if anyone has one in stock. As Autoglass cannot source, then your insurer has to meet the cost of you supplying one from your own supplier. This is called "acting as an agent of necessity". Whilst your vehicle is insecure, it is not insured - so you're doing them a favour. Complain to your insurer for the loss of insurance cover you have had as a result of their supplier not being able to meet its obligations, then raise a complaint with the financial ombudsman service. You must keep the vehicle insured unless you have SORN'd it. If you don't, you will be committing an offence.
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