The consumer had full coverage on their vehicle, until the insurance company realised that the consumer had repaired damages to their vehicle themselves from a previous accident. The consumer had used payment from the insurance company to finish the repairs. As a result, the insurance company revoked the consumer’s coverage and requested full documentation of the completed repairs from the previous damage, which the consumer did not provide. Without the required documents, the insurance company could not reinstate the full coverage but failed to notify the consumer of this action.

During this time, the vehicle was involved in another collision and the consumer assumed that the vehicle was insured, leading to a dispute. After several months, the insurance company agreed that coverage should have been added to the vehicle and agreed to handle the claim. The consumer wanted to take a settlement and complete the repairs himself, as he had done previously. The insurance company insisted the vehicle was a total loss and needed to be disclosed as such. Meanwhile, the vehicle was in a storage facility that the insurance company did not approve of and was incurring storage fees.

The consumer also requested for a rental vehicle to use while his vehicle was awaiting repair. The insurance company refused to pay for the storage charges or the rental.