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How to challenge a car insurance write off and why you should!
If you’ve been involved in a bad accident you might be fearing insurance write off. In some cases, it may be the only option. Though we have found that insurance companies can be too quick to make that call. We’ve helped customers save their beloved cars when the insurers have given them no other options.
We repaired this “insurance write off”
In November this Mazda 2 was written off by the insurance company. This was because of damage to the wing, bumper and headlight. The owner wasn’t happy so gave us a call and spoke to Stuart. He sourced a new wing, bumper and headlight which was painted and fitted in no time at all. At the same time, he also repaired damage to the bonnet. This damage was caused by the salvage company who had briefly had the car as part of the insurance process!
Read about the “total loss” recovery that we saved in January 2019 for a very happy customer who sent us a lovely thank you card š
“Apologies for this being so late but wanted to thank you so much for organising all the work on my car. I’m really delighted with it, it’s like having a new motor and I’m very grateful for all your help and advice in saving my car. I’m so enjoying having it home and the freedom it gives me. Thank you for everything Martin”
Advice for you if your insurers have written off your car
If your insurance company review the damage to your car and decide it is a ‘write-off’ you don’t have to accept their decision. You are entitled to challenge two things. it is possible to challenge whether the car is actually a write-off. You can also challenge the amount of money you are offered if you accept the car is written-off.
Types of insurance write off
There are two kinds of insurance write-off, category A and category B that link to the roadworthiness of the vehicle. If your car has been deemed either of these categories it can’t be made roadworthy again. There are also categories C and D which are connected to the value of the car. These cases are written off by the insurer because it will cost more to repair the car than the car is worth. Usually, they have had the car seen by a garage and the mechanic will have quoted to repair the vehicle. If the quote to repair is more than about 3/4 of the car’s value it will usually be classed as a financial write-off.
Challenging your insurance company
You can challenge this type of write-off if you want to repair the car instead. If your insurance company have deemed your vehicle a write-off they will offer you a settlement. This should, in theory, be the same amount of money you would need to buy a like-for-like car but it can often be lower than you would need. If you don’t agree with the car being a write-off or the amount of money that you have been offered you can challenge it. The company will have looked at the value of your car in the guides like Glass’s and Parkers, which you can always look at yourself to understand what you might be offered. You also need to take into account the condition of your car and the number of miles you’ve done.
Do your homework
It is possible to challenge what you are offered but you must have proof, you’ll need to look at similar models of your vehicle and find adverts that are relevant to build evidence. You can ask local dealers who might be willing to put a value in writing, you can find your service history and other documents that prove your car’s worth.
More external advice
You can also have a look at the Institute of Automotive Engineers who can give you an independent valuation for a fee. With all this evidence you can challenge the insurer and start a negotiation. You can try to convince them the repair will not be as much as you have been told. or you can accept the write-off but ask for more money for your car in return. You can buy the car back from them if they decide to write it off anyway and repair yourself, which is an option if you just want to keep your car on the road. If the insurance company do not accept your evidence as a means of gaining a higher value for your car you can go to the Financial Ombudsman Service.
Leave A Comment
I have a question. My car was written off in the latter half of last month and I was not given the option to keep the car anyway. I have only just received the photos back that I took and sent via the app (not realising these wouldnāt register on my phone, but my excuse is that I am over 70 and not great with my iPhone). I negotiated a higher payment than was first offered but since the photos have come (and in a less frazzled state of mind) the damage doesnāt look anywhere near bad enough to warrant the write off and a reputable body shop has quoted less than a third of the pay-out price for repair to the bodywork (the Ka was an āNā write off so itās still completely driveable). The guy who picked the car up agreed the damage didnāt look bad enough to warrant a write off. So my question is, is it too late to get the car back and contest the write off, and if not, how do I go about it?
Hi Mary, Thanks for your comment. It may be that’s it too late depending on the timing but you’re always welcome to call us on 01442 864022 to discuss the situation. Martin and Stuart have lots of experience and might know the best course of action. We’re open Monday to Friday from 9 am to 5 pm.
Hello I would like some help, I was in a crash in my 2020 transit custom, front end straight into a telegraph pole, however, the engine is in working order but a full front end is required to be replaced for repair, the legs which hold the crash beam are ok, however it has been written off as a catergory B which I have contested, as I believe once the front end is fixed, it will be road worthy & in really good condition, I have been told I need to get my own engineers report to prove to them that it is fixable and that it isnāt a cat b right off, do you have any advice for this
You can try to convince them the repair will not be as much as you have been told (with the evidence they need) or you can accept the write-off but ask for more money for your van in return. There may also be an option to buy the van back from them if they decide to write it off anyway and repair it yourself, which works if you just want to keep your van on the road. You would need to get a garage lined up for repairs in both scenarios so a local body shop you trust would be the best bet to speak to. If the insurance company does not accept your evidence as a means of gaining a higher value for your car you can go to the Financial Ombudsman Service for more advice.
Hi
Please someone help and advise.
Bought a car from Copart Auction and it was a category N.
However, after inspection by a professional mechanic and body work expert, I was told that there were nothing wrong with the body and no work done.
I want to challenge the previous insurer, but I don’t know who they are and how to get their info.
Can someone advise me
Hi Mohammed, I’m not sure we can help in this instance. If you have queries about a car purchased from Copart I would start with them. Many thanks, Zoe
Hi , my insurance told me my car is a write off, sent to co part for valuation 6 weeks later been told by co part to contact insurance who are now saying car isnāt a write off but their garages wonāt do repairs? Something about a payment in Lieu after engineer looks at it? I donāt understand how this has happened . Any advice please.
Hi, are you local to us in Chesham, Bucks?
Hi there I need some advice
My parked car was hit by HGV my useless underwriters tried to salvage it with co parts but I kicked off so they took it to a garage who works for Zurich and they quoted Ā£6650 to repair my car !! which is very high. My underwriters have been absolutely awful and never have contacted me I have had to do all the chasing including my curtesy car and to note the 3rd party insurance have never contacted me & I cant get through to them!!
My car is 9 years old and has low mileage and full Vauxhall service & mot etc and I’m not in a financial situation to purchase a new car and for the reason its not structural (still to confirm) they said repairs outweigh cost of cars market value.
How can I get the 3rd party insurance to fix my car as the engineer said it was not structural -awaiting confirmation of this as i feel its an unfair situation and I know that that my total loss will be repaired & sold on at some point
Hi Nichola, Sorry to hear about your situation. Please visit http://www.nonfaultcaraccidents.co.uk/get-help and fill out the details. If the team is able to advise or help with the claim they will let you know. Good luck, Zoe
Hi,
Thanks for the article.
I need help! My insurance have deemed my car as ātotal lossā Cat N after an incident.
I want to retain the car but I want to dispute the salvage fee which theyāll take if I retain. The salvage fee is Ā£2,448.60 out of the car value Ā£4,767.35 – this is nearly 50% of the car value. Iāve been reading online and usually they take 30%. Are they right to do this and how can I best challenge this?
Thanks in advance,
Karenās
Hello, sorry to hear this. For advice, we recommend giving Martin a call on 0800 059 0220. He’s usually available between 9am and 5pm from Monday to Friday. Alternatively, please email info@nonfaultcaraccidents.co.uk and he may be able to assist you. Many thanks, Zoe
Hi my saab 9..3 convertible was written off , I was offered ā¬ 1200 which I thought was a liberty considering I’ve spent a lot on it so I question it and they got my millage wrong and offered an 400 on top but I wished I asked for my car back As well but can I change my mind after signing it away-?? I’ve not been payed yet
Hi Yvonne, Sorry to hear that. If you’ve signed an agreement it would depend on the terms whether you can change your mind. It’s best to check the small print. Sorry you feel like you weren’t given a good price!
Hi my car was written off in feb 2015, i wasnt given the option to buy it back, yesterday i decided to claim my emissions on previous vehicles so i got my list from insurers all vrns i thought id do a check on my written off vehicle to see how it looked on mot page, only to find out it wasnt wrote of,,,and continued its regular mot etc for another 3+yrs, i was so angry to find this and questioned my insurance of which they too were gobsmacked then claims said had i actually owned the vehicle!!! As they couldn’t find any details till i mentioned the ombudsmen.then they said they didnt offer vehicle buy backs ?? Can you advise me please as i smell a rat ,x
This sounds horrible for you and sounds like something isn’t right. Unfortunately, we’re better off advising on active cases so not sure how much help we could be with this historical decision. If you wanted to call for advice we’re open from Monday to Friday between 9am and 5pm.
Hi everyone my jeep cherokee 2014 was written of today when they took it away it has a new mot and was road worthy ,, after seeing it today it had been totally trashed all the head light had been broken . When in reality it was only one which was repaired for the mot …
I carnt belive steer motor have trashed my car what can I do ..
Can any one help or advise no price has been offered yet ..
good day,my car is about to be written off by the insurer, is it possible to get it back after it has been paid off ?
Sorry I don’t think so if you’ve accepted the offer.
What steps do I need to take when contacting the insurance company .
A perfectly good car has been broken so they can make money .. I feel broken times are hard enough with out company’s ripping the general public off to make money . I know the parts are hard to come by being a suv jeep but I would of wait for it just 60000 on the clock and a fresh mot
Sorry to hear this Dean. We recommend speaking to your insurers to understand the situation fully before you accept any outcome.
Thank you for the info
Hi I’m hoping you will be able to offer me some advice. Following an accident, my insurance company have declared my car a total loss and say it’s uneconomical to repair, but I disagree. I have a 2006 Mark II Audi TT 3.2 Quattro, 91,000 miles on the clock, in showroom condition (before the accident). The insurers approved repairer have quoted Ā£6000 to repair (basically a new bonnet, front bumper and one headlamp) which I know is probably more than the car is worth but it’s purely cosmetic with no damage to the engine. I’ve taken it to an independent garage who have quoted the same but they suggested a contact repair – is this something that I can get the insurance company to agree to? I really want to keep the car but don’t want to retain the vehicle and have it repaired myself as this could end up costing me more than the settlement figure. The insurance company seem so unwilling to budge but the damage is minimal and I’m sure it can be repaied for less than Ā£6k. Please help!
Hi Matthew, If you are local to Car Magic in Chesham then pop in for a chat. Otherwise, you can call Monday to Friday between 9 am and 5 pm to speak to Martin. He may be able to offer some advice on how to move forward or confirm that Ā£6,000 is a reasonable estimate for this type of work. If the accident was not your fault we also offer an accident management service at http://www.nonfaultcaraccidents.co.uk
My vehicle was damaged on my drive . My insurance provider advised me that as far as they were concerned my vehicle was not economically viable for a repair because of its age .I informed them that I wished to retain my vehicle as the only damage was to the bottom of the two o/s doors . They asked me to get the vehicle an mot. Which I did. It was stated that 2 doors were damaged on The o/s but passed its mot. I asked for my insurance money. They dragged their feet and finally advised me to send the v5 to them so they can write the vehicle off and would then send me the insurance value for my category S vehicle. My question is that as the vehicle has been motād AFTER the damage can I drive the vehicle legally? As itās taxed and insured . Thanks in anticipation
Hi David, It does depend on the write-off category, for example, category A or B should be scrapped but S and N can be driven once repairs are made. However, the DVLA must be informed if a vehicle is written off and you have effectively bought the vehicle back from the insurer. It would be best to take this query up with your insurer to make sure you would be covered under the circumstances but legally there is some information here from the DVLA that might help: https://www.gov.uk/written-off-vehicle Thanks, Zoe
Hi, I hope my message finds you well.
My car, a 2012 Peugeot 3008 was hit whilst the driver of another car wanted to park in reverse mode. It had scratches and the bumper needed to be replaced. I was told by the insurer that it is repairable in the first instance and that the garage will collect it and repair. Copart collected the car from me and I did not know who they were – I thought they were the garage instructed by the insurer. Then I received a letter to inform DVLA about the car being written off, without being informed why. When I raised this with the insurer, that I did not give my consent to be written off, they apologised and took the car from Copart to a garage, stating that it is again repairable. I complained about what happened and asked the insurer to reassure me that the written off label will not be on my car’s records. This morning the insurer called to close the complain and told me that the car will be repaired and they will take off the “label” of being written off. Later today they called again and said that the garage now informed that the car is category N and non-economical to be repaired (costs approximated at Ā£3400) and again stated as to be written off. This process took about 2 months of distress and I am left without a car in full process of moving houses in 2 different counties.
I feel that the car can be repaired cheaper but the insurer cannot “repair” their initial mistake of declaring it as written off.
I fear that I won’t be offered a fair price on the car which was up to date with everything, low mileage and very looked after, plus left with personal items as I felt that I would have it back in days.
Do you think I can challenge their decision making process, the long time of this process with misleading communication and their repair cost evaluation?
Thank you in advance
Hi there, if you have a non fault query please call us Monday to Friday between 9am to 5pm on 0800 059 0220 or fill out an enquiry form at http://www.nonfaultcaraccidents.co.uk
Hi,
my Kia Ceed was bumped by a 3rd party. It was a very slight bump on the side and the car is only scratched with a very minor dent. They sent an engineer to look at the car, he just walked around and took some photos.
Now they are saying it’s a total loss Cat N because it’s no economical to fix. How can they know this by just taking a photo of the body work??
They say the engineer has classed the vehicle as immobile, but how can he do this based on a photo of a scratched panel??
We need to keep the car but have no idea what we need to do to keep it as Hastings are useless. Any help?
Hello, please call us on 0800 059 0220 or fill out our claim form for a non fault accident enquiry at http://www.nonfaultcaraccidents.co.uk
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I have a question, my car was parked in a parking lot next to work. I went out for lunch and saw that someone had hit my car. I contacted my insurance company, explained the situation and after two days I even provided a cctv with the license plate of the at-fault party. This accident happened on December 1stā¦.On the second day the insurer tried to tell me that the car was declared a total loss. Then my nightmare began. I asked them to tell me how they made this decision and what information they were going to give me that my car was with total loss..As the damage is more cosmetic and little mechanical.After my message they said they will investigateā¦.They tried to delay my paint and they have been playing me for a month nowā¦After I gave them the necessary proof about the paint, they found another reasonā¦ I have a lip installed on the front bumper which they consider to be a modification that I did not declare. And with this decision of theirs they want to close my policy and want me to cover the remaining installments of my insurance…And from not guilty I became guilty erā¦is this normal?
Unfortunately, we see insurers doing this sometimes and it’s really unfair. If we have a third party who is claiming responsibility we can make a claim without the insurance policy being affected at all which is good for you because it means no excess and no change to your claims bonus. It sounds like it may be too late for us to help as you’ve started this process and we would need another person to be taking responsibility for the damage but if you think we might be able to help please call on 0800 059 0220 for our Non-Fault Accident Repair service which is UK wide. If you are local to Chesham, Buckinghamshire we might be able to help with repairs but again depends on how far down the line you are with the process. You can reach us for our vehicle body repair services on 01442 864022 both numbers are open from 9am to 5pm weekdays.
I recently learned the hard way about the importance of checking for a write-off when considering car insurance. I had found a great deal on a used car and was excited to get it insured, but when I went to get a quote, I was shocked to learn that the car had previously been declared a total loss by the insurance company.
Had I not checked for a write-off before purchasing the car, I could have ended up with a vehicle that was unsafe to drive and that would have been difficult and expensive to insure. Instead, I was able to walk away from the deal and look for a different vehicle.
I highly recommend that anyone considering purchasing a used car take the time to check for a write-off before committing to the purchase. It’s a simple step that can save you a lot of time, money, and hassle in the long run.
Hi
My car was fully parked at side of the road and the delivery driver reversed beck into my car. So I reported to the insurance and they tell I have to deal with the third party by myself. or claim in my own policy and pay the access. The damage is not bad just the door but I want the total loss. How can I challenge them on that
Thanks
This depends on the cover you have and your insurer. If it’s a non-fault accident and you have proof of this please start a claim at http://www.nonfaultcaraccidents.co.uk
Hi,
I got sideswiped by a car that ran a red light, my car is with a garage and is waiting on the insurance to approve the repairs, but the quote is Ā£9,037 and the car valueation on autotrader is Ā£11.230, which is telling me it is going to be a write off.
I am sure that the work can be done for less, and the damage ain’t that bad, got a few dents in the rear quater, scratches on the bumber and skirt, along with a missing spoke off my alloy with the alloy also being buckled.
I was able to drive it without it making any odd noises to a safe less busy road whilst the police were on scene.
Do you have any advice to have my car repaired and not categorised?
Hi Jamie are you local to our workshop in Chesham at all?
Hi,
I recently pull out too tightly from a car parking space and ran my Celica 2006 along the rear corner plastic bumper of an SUV. The other party have good insurance and have had their work done, which was super minor, in less than 2 weeks.
After chasing them for three and half months, my underwriter, first valued the car at Ā£2800, which the instantly up to Ā£3750 when challenged. Now they are also trying to force me to accept structural damages, which I refuse to do as this is just not the reality. I do not wish to knowingly lie on a claim. There simply was never enough force, direction or anything that would be enough to cause structural damages.
The thing is, after doing some digging, I sort of accept that I may just have to get the repairs done myself and I was scammed into buying insurance from a company that will likely be shut down before much longer. However, my main worry is the CAT S they are trying to put on the car. This is just not even remotely a thing. When the incident happened, if I had turn more shallow, I would have dragged it and if I had turned harder there would have been more impact, but I likely wouldn’t have dragged it as far.
Bottom line is this, I feel I need someone who isn’t trying to fleece me to give an informed opinion on the damages. If I am told that the damage is structural then fine (I know it’s not), but even if I drop the claim, will I still get an S cat on my car and if so what can I do?
regards,
Conor Byrne
A category S may be repairable and can get safely back onto the road but you would need a second opinion and probably an engineer’s report from a repair garage to know for sure. The cat S once reported will remain for the life of the car and I think this will be the case regardless of the claim status but something you would need to check with the insurer. Sorry we can’t be of more help.
It looks like my car is going to be written off cat N with cosmetic damage. I’m hoping to buy it back and repair. I’ve read my insurance is cancelled immediately when they declare it a write off and I need to repair the car before getting new insurance. Do I book the car in at the garage prior to it being officially written off, otherwise I can’t drive it to the garage? The car is road legal.
Hello, a garage would usually help with collection in these circumstances. Be mindful that your insurance will be higher once the car is repaired because it was classed as a write off at first.
Hi, I had my car stolen the police found it only a couple of miles away the next day and recovered it. I was told that there was no damage to the car except the driver door handle and the number plates had been removed. After inspection by my insurance provider they have now declared it a total loss due to unknown mechanical damage, they are also offering me a lot less than what I would be able to buy the exact same car for. my question is would it be worth it for me to not accept it as a write off and get the damage fixed myself. Thankyou
You can challenge the value offered and also have a look at the Institute of Automotive Engineers where you can get an independent valuation for a fee. If you accept a write off you can have the vehicle repaired but if the damage is unknown it is a risk. Getting your own assessment of the damage might be an option if you can’t negotiate a value you are happy with.
Question, my vehicle which I purchased in 2017, has been registered in 2021 as category d write off apparently from an accident in 2015, how could it take this long to register this as I Checked the vehicle before purchase and everything was fine, I am now left with a vehicle that is not worth as much for trade in purposes, where do I stand in the law
This is really unusual and worrying but if declared a CAT D write off the Driver and Vehicle Licensing Agency (DVLA) and the Driver and Vehicle Standards Agency (DVSA) will not be informed of the situation, and the car will not be subject to a Vehicle Information Check. Perhaps try the FOS https://www.financial-ombudsman.org.uk/ or Citizens Advice https://www.citizensadvice.org.uk/ to see if they have any suggestions.
Esure my insurance com sending my car to copart i have just found out that this is a scrap yard. My car is not a write off and can be repaired,so why is it being sent there.
Unfortunately if the insurer deems any repairs to be too expensive compared to the car’s value they will write off the car. Copart is a salvage auction company that handles total loss vehicles. To challenge a write off status or the write off value of your car you need evidence of the car’s value, local garages, adverts, dealers and repair shops can help. Also an independent valuation from an engineer registered in the Institute of Automotive Engineers would be useful but may incur costs.
Hi
My parked car was hit by a supermarket home delivery van that caused damage to the panel behind the drivers door. They admitted liability and put us onto their claims management company. After sending photos they got back to us and said it was a CAT B write off due to the age and cost of repair. As there is no structural damage surely this should be a CAT N as it is repairable. We have challenged this but they are not having any of it and have insisted they register it as a CAT B. Up until last week they did not even have the correct reg number despite it clearly shown in the photos we supplied and have now lowered the offer. Iam sure I read we can challenge this under the interference of goods act as we feel they are railroading us into something we wish not to do. I have offered to get the car looked at by an independent assessor but again they have refused and have said they will shut the case but the car will still be registered as a CAT B write off and needs to be crushed.
Sorry to hear this. It sounds like you tried everything we would suggest. Within 6 months you can contact the FOS: https://www.financial-ombudsman.org.uk/consumers/complaints-can-help/insurance/motor-insurance/vehicle-valuations-write-offs for advice.
Hey, thanks for sharing your expertise on write off . Your website is a treasure trove of knowledge, and I’m excited to delve deeper into your blogs. Your insights are invaluable, and I can’t wait to learn more from you.
Recently, I was in a small car accident that left my vehicle’s right front bumper scratched. I took my automobile to a neighbouring repair shop, but I was shocked by the high cost of the repairs they estimated. I’m currently attempting to persuade my insurance provider to consider classifying the vehicle as a total loss for insurance purposes. I’m worried, though, that the insurance provider might turn down the request for a write-off. I require advice on how to approach this circumstance successfully.
Sophia, we’d suggest getting an alternative repair cost. Are you local to our garage in Chesham, Buckinghamshire?
I have claim going through Tom someone elseās insurance as they were at fault but with the photos I sent them they are saying the van is a cat s and write off but if I cancel my claim and get if fixed myself for less with the other persons insurance company still registered it with dvla as a cat s or will they leave it because there is no claim being made
This type off write off is structural so would need assessing by an accredited engineer. Are you local to us in Chesham?
An Amazon van pulled out in front of me when I was stationary and scraped the front corner of my car and pulled the bumper off and damaged it. The other party accepted liability and that I was not at fault.
There’s no structural damage and there wasn’t any collision impact.
However, their insurers have refused to repair it and want to write it off as a Category N. They’re offering me about half the value of similar models on Autotrader. I’ve sent them examples but they’ve refused to look at them and have just cancelled my hire car. My only option is to take this terrible offer which won’t even pay for the repairs let alone a replacement vehicle. Is there anything else I can do? Thanks
Sorry Helen it sounds like you’ve done the right thing. Have you had an independent garage review the damage? You may have to pay for that. You can speak to the FOS if you need further advice: https://www.financial-ombudsman.org.uk/businesses/complaints-deal/insurance/motor-insurance/vehicle-valuations-write-offs. We have a non fault accident management service http://www.nonfaultcaraccidents.co.uk and a repair garage in Chesham if you are local?
Hello
My car was cat b write off and I never received payout for my car because they said I was disqualified at the time. Can I get the cat b removed from my vehicle. Itās a high value vehicle of over 40k.
I have always stayed in control of the vehicle. Engineer report from insurance was exaggerated to write it off and I was never informed of it being written of and repaaired the vehicle as they said I was disqualified so I thought I wasnāt getting paid out but they wrote my car off as cat b
A cat B must be scrapped but parts can be used. You can challenge the write off with your insurer with advice from the FOS: https://www.financial-ombudsman.org.uk/businesses/complaints-deal/insurance/motor-insurance/vehicle-valuations-write-offs
Wow!! Thanks you for sharing the information. Wonderful blog & good post.l blog & good post. Thank you for sharing the information.
Hi Zoe,
My car was assessed as a write-off, I’d like to question it because the damage on the car is just a bumper needing replacing. What is surprising nobody came to asses the damages in person nobody decided to inspect the car in the garage. Can I delay the process by doing an assessment by an independent assessor? Should I ask the insurance company to present an assessment document they based their write-off decision?
Best regards,
Patryk
Yes you can always ask for an independent engineers report from an approved repairer. You may have to pay for this it’s worth checking the clause of your policy. You are within your rights to challenge the write off and ask to see the report that justifies the damage being too great versus the vehicle value. If you are local to us in Chesham please call or drop by.
Insurance write-offs can be confusing, and this blog post demystifies the concept by explaining what it means and what car owners should be aware of. It’s an informative resource for those navigating insurance claims and vehicle accidents.
Hi. My Mums car was written off. She was given the option to purchase the car from the insurer with a lump sum payment which was used to repair the vehicle. Months later DVLA have written to inform the car has been registered as a CAT B and must be scrapped. There was no notification of this from the insurer before or after the settlement. What can she do?
Hello, unfortunately if the car is a CAT B it cannot be repaired. Usually it would go to a breaker’s yard to be broken down for parts. She would have to take this up with the insurer as she may not be covered to drive the vehicle. The insurer may be able to change the category but if you haven’t already perhaps contact the FOS: https://www.financial-ombudsman.org.uk/businesses/complaints-deal/insurance/motor-insurance/vehicle-valuations-write-offs to resolve the issue.