Uncertainty and Misleading Information by HDI Insurance
My vehicle is a 2021 Golf 8 1.5 eTSI with 46,000 km. I had an accident on 16.03.2025. On 17.03.2025, I received a notification indicating a total of ₺354,000 for parts and ₺98,000 for labor—approximately ₺452,000 in total. Despite this, the expert company approved the repair of my vehicle. I informed them that I did not accept this decision and requested that my vehicle be declared a total loss.
On 21.03.2025 at 14:08, I received an email stating:
"The vehicle is repairable under normal conditions. However, an exceptional procedure is being applied at the request of the insured. It is appropriate to proceed up to the maximum coverage limit."
From this sentence, I understood that my request was accepted and a payment would be made accordingly.
Later, on 24.03.2025, I was contacted by the call center and provided with a replacement vehicle. When I asked why it was given, they said it was because the vehicle was being totaled. When I asked specifically whether this was due to my request or some other reason, your call center confirmed that an email had been received from the expert company stating:
"The damage is irreparable; the customer has requested total loss processing."
I asked for this confirmation twice to be sure.
Given these developments, I find it unacceptable to suddenly decide on a repair after everything seemed to indicate that the vehicle would be totaled. I expect the relevant authorities to take action and offer a proper resolution.
