Hi I had a non fault crash in a motability vehicle it was the august of the year we were in and out of lockdowns like a yo yo. We were not in lockdown when we crashed but we’re back in lockdown by the time I had to have a medical. I asked for treatment with a chiropractor for myself and my 2 children and for some X-rays or MRI scans to be done because I could barely walk due to the pain in my head, neck and back. My 2 children also had back and neck injury’s. Our treatment was arranged for by the insurance company via carpenters. My children didn’t get any at all and I was treated by the same physiotherapist a week after I had been treated by him via the nhs. This was done via video due to lockdown and all I was given was exercises to complete, the same exercises he had given me a week beforehand. If I had been treated within a quicker timescale I might have been able to see someone in person. The solicitors were called carpenters. They sent my daughter a child letters to go for a medical at a certain address and when I queried it because we were in lockdown I was told to make sure I went to the appointment or I would be billed for a missed appointment. When we arrived at the address everywhere was obviously locked up as we were in a lockdown. I was then told her appointment was actually a video appointment and I was not to miss any more or I would be charged. She missed the next video appointment due to me being taken to A and E in an ambulance and she had to come with me. She was a child at the time and I didn’t even think about the appointment until we got home the next day. I did phone the solicitors to tell them but they said I should have let them know at least 24 hours before. I explained that it was an emergency. The next appointment again for her was missed due to not getting the appointment letter until after the appointment date. Again I explained but they implied I was falsifying facts due to me forgetting about the appointments, when I told them I didn’t receive many of the letters they sent about my daughter I was again called a liar. I reminded carpenters that they also had a file for me and a file for my other daughter and we had not missed any appointments so it was out of the ordinary for me to miss any. I am an Army Veteran, I arrive 15 minutes early for most appointments and consider it very rude to just not turn up. I welcomed the appointments for all 3 of us as it gave me something to do other than school by zoom. When Carpenters wrote to my daughter to tell her they would not represent her any longer I didn’t have a choice but to also change my other daughter and myself to another solicitors too, I had been extremely poorly with what I now know to be occipital neuralgia caused by the crash so I couldn’t cope with much especially an insurance claim which should have been quite straightforward. The other side admitted fault and agreed to pay for medicals etc. I had no choice but to use Carpenters because it’s the one the motability scheme insist you use. Please if you are given a choice do not use them.