Natasha Hunter, a mother of two from Leeds was refused continued use of a courtesy car by NatWest, her husband's car insurance provider, after the couple's car was badly damaged in a car accident.
Supply of a courtesy car following a road accident which leaves your car off the road is offered as part of most motor insurance polices from high street providers and cheap online car insurance companies alike.
But, NatWest claim that the car was damaged prior to the accident and are insisting that they are not liable to pay for the repair or to provide Mrs Hunter with a hire car.
The car insurance company have called in a specialist forensic engineer to examine the car which has been awaiting inspection in a mechanic's garage for over two months. After an initial examination they revealed that Mr Hunter's car insurance policy does not cover the damage that the car has sustained.
This inconvenience has left Natasha unable to take their children, both of which suffer with attention deficit hyperactivity disorder (ADHD), to school.
A spokesman for NatWest commented: 'NatWest car insurance policies offer a courtesy car for customers whilst their vehicle is being repaired, not while the repair work is being approved. However, in response to a request from Mr Hunter, he was provided with a courtesy car during the investigations. As a gesture of goodwill, they had use of the car from May 3 to 16."
Mike Page from Cheap online car insurance company, Hoot has added: 'We specialise in young driver car insurance and advise all our customers that it is well worth checking out the small print to see exactly what you are covered for when taking out a motor insurance policy.
'Each claim is different and must be treated as such but you can be sure that just because we are an online car insurance company we do not compromise on our quality of service.'