When I had a collision that the third party admitted was her fault at the scene, I got a courtesy car from AX. I then discussed with Aviva to get the repairs done and she told me on the phone that it was down as a non-fault, which I was pleased about. She did not mention about my excess, because it was a non-fault. This was after I had sent over all the documents to them to send to the third party to prove it wasn't my fault on 31st May, so I was content. On this same phonecall, she informed me that she would tell the approved repairer in South England, where my car already was to go ahead with the repairs. A week later I phoned the repairer to see what the actual damage was and they said they hadn't heard from Aviva... During this time, I was getting contacted by a repairer near where my vehicle is registered too, which is in Inverness! I then started to deal with her as I thought she was involved in the case. The following week, I then get notifications that the RAC are trying to recover my vehicle to my home address in Inverness! Whilst still the repairer not being authorised by Aviva. I managed to get through to Aviva through the RAC and they inform me they don't know why RAC are getting involved. The garage finally get approved to go ahead with repairs and when I go to pick it up 2.5 months later, they produce an invoice to say I need to pay the excess! This is contrary to what I have been told. They then phone me about the excess and actually state the case is still in dispute and that they haven't had any correspondence from the third party since 31st May and that NO ONE has chased it up even once.. The man then files a complaint on my behalf because of this (because this could have been resolved by now), but who knows what good that will be. He then tries to get in contact with the third party but to no avail - shock. To top it off, they then inform me that they wait 21 days for a reply before they chase them again... Expecting me to pay the excess,, when they stated the opposite from the beginning, plus doing absolutely nothing to help my case. Nice one.