How We Won a Client. By Giving the Right Advice, Not By Just Selling a Policy

We recently welcomed a new client not because we offered the cheapest premium, but because we did what his previous broker didn’t: we told him the truth!

For or the pupose of this blog, we'll call our new client Mr. X.

Mr X came to us with questions about a credit hire claim he’d been caught up in. After a non-fault accident, his broker arranged a replacement vehicle but failed to explain what credit hire actually meant, what he was signing, or what the risks were.

He had no idea he was personally liable if the costs weren’t recovered. He assumed the car was just a standard courtesy vehicle under his policy. How many times have we heard that one?

Anyway, when the credit hire company’s costs were challenged by the third party’s insurer, they turned on him saying he is liable for payment. That’s when he tried to get help. He contacted both his insurer and broker and got radio silence. Days went by before he reached someone. When he finally did, his broker had no record of the claim.

To us, that’s a clear sign the broker outsourced the entire non-fault claim to a credit hire company, and in the process probably took their £200–£300 referral fee, and closed the file. No follow up. No duty of care.

With no one else to turn to, his daughter who knew us at VINTTRO asked if we could help. Of course we did. We reviewed the claim, explained his position, and guided him through the process. With our claims expertise and some firm direction, the matter was resolved within four weeks.

That single conversation led to a new client and hopefully a long-term relationship. But more importantly, it restored his confidence in what proper insurance service should look like.

At VINTTRO, we don’t just sell policies. Through proactive claims management and honest advice, we protect our clients from day one to claim day.

So this is our advice why you shouldn’t instruct credit hire without the policyholder’s full knowledge … and why some brokers and insurers still do

In the often fast-paced world of motor claims, especially at the high-value end of the market, speed and convenience can sometimes lead to shortcuts and one of the most troubling is the automatic instruction of credit hire vehicles without the policyholder's full awareness or understanding.

At first glance, it might seem like a helpful solution: your car is off the road, and a replacement appears almost instantly. But behind the scenes, there’s a lot more going on, some of which could leave the policyholder exposed, confused, or even financially liable, like it potentially did for our new client Mr X.

Credit hire is essentially the provision of a temporary replacement vehicle on a credit basis, with the understanding that the hire costs will be recovered from the at-fault party’s insurer. This model works under specific legal assumptions, and while it’s perfectly legitimate when done transparently and with informed consent, it can be problematic when it isn’t.

Many insurers and brokers instruct credit hire companies on behalf of policyholders without taking the time to explain:

• What credit hire actually is
  
• The legal and financial responsibilities involved
  
• The implications if the claim is disputed or rejected
  
• What alternatives might be available
  

In many cases, the policyholder believes the vehicle is a straightforward courtesy car, not realising they're entering into a legally binding credit agreement. That lack of transparency isn’t just bad practice, it can be deeply unfair.

Here’s why you should never instruct credit hire without full policyholder understanding:

1. It’s their name on the agreement. Credit hire contracts are personal credit agreements. If anything goes wrong, if liability is contested, or if the cost can’t be recovered the policyholder can be left holding the bill.
   
   
2. It undermines trust. If a client finds out later that they’ve been entered into an agreement they didn’t understand, trust in their insurer or broker is eroded. In the prestige and specialist market, trust is everything.
   
   
3. It may not be in their best interest. Credit hire isn’t always the best option. In some cases, other solutions such as insurer-provided courtesy vehicles or negotiated hire might suit the client better, especially if their vehicle is part of a rare or specialist collection.
   

It can complicate claims. If the opposing insurer disputes the credit hire cost (which they often do), the policyholder could be dragged into lengthy litigation or have to provide extensive evidence of need, even for what they thought was a simple replacement car.

Because it’s convenient, profitable, and in some cases, outsourced without scrutiny. Many large broker chains and direct insurers have arrangements with credit hire firms that incentivise quick referrals. It’s easier to tick a box than have a full conversation.

But that’s not good enough especially for clients with high-value or specialist vehicles who expect a higher standard of care and transparency.

What Should Happen Instead?

A policyholder should be fully informed:

• That a credit hire is being proposed
  
• What that means, in plain English
  
• What their responsibilities are
  
• What alternatives are available
  

Only with that understanding should any hire agreement be entered into. Anything else isn’t just bad service, it borders on negligence, and it certainly makes the water murky in regards to the consumer duty regulations.

At VINTTRO, we believe in full transparency and proper client advocacy. We work with clients to find the right solution, not just the fastest or most profitable one.

If a vehicle needs replacing, we make sure our clients understand every option and implication before anything is signed.

Because trust, transparency, and integrity aren’t just buzzwords, they’re the foundation of everything we do.

We offer full accident management and claims services for all our policyholders, and that’s the major difference between us, run of mill brokers, and comparison websites. 

When we sell a policy, we will always have one eye on what could happen when a claim is initiated.