Mijn Klacht:

We have an insurance with them for the car, full casco. We had a car accident in February – caused by other people – and we called them to repair the car. They said we did not have full casco, probably hoping that our Dutch was not good enough to reply. We highlighted the part of the contract that said full casco – in Dutch – and they magically recognised they had to cover the damage.
After that, they say we have to sell the car and they will pay us the full value of the car without damage. We receive a call with the official assessment about the value of the car, and we accept to sell. We only receive a small amount corresponding to the sold parts of the car, which is a third of the full value of the car. We are in June, and we are still waiting for the money the car was worth for: after 3 months!
Anyway, we call them multiple times and they say we have to call the insurance for which they are the broker. We call the insurance, which says they have to pay us since they are the broker. We check legally, and indeed it is them who have to pay. We call them again and again and they tell us we have to speak to the damage department, open only from 13 to 17. We call multiple times and they either a) never answer; b) close the call while we are still in line after 1h; c) answer around 16:30 saying the department is closed (???!) and close the call.
We are going to a lawyer. That’s the only way we can be heard, apparently. Stay away from this company.

Gewenste Oplossing:

They need to immediately pay what they have to legally pay, i.e. the entire value of the car.