In June last year I was involved in an accident, which was the fault of the other driver. The driver acknowledged this. I needed to get my car fixed, and was informed by Admiral that its legal services provider, Albany Assistance, would be dealing with my claim, and from that point on I should only speak to them. I was told I was entitled to receive a courtesy car for the time that my vehicle was being repaired.

My car went to the garage and I spent the next month trying to find out what was going to happen to it. Eventually, I was told it was a write-off and that I would receive a cheque for £5,000. If I kept the car to scrap myself, this would be reduced to £4,700.

I took this option. At this point I had to return the courtesy car as I was going on holiday.

When I got back in August, the cheque I had been promised still hadn't arrived. Albany told me that this was because the third-party insurer wanted to fix my car and it should never have been written off. Because I no longer owned my vehicle, I was told I had to send evidence to this effect, which I duly did. Since then, I have phoned on a regular basis but no one ever calls me back. KZ, London

What a fiasco – and one that, thankfully, Admiral was quick to get on top of, once we became involved. It was also quick to blame everything on Albany, its claims management company partner, saying it was clear that Albany "have not provided a good enough service".

Admiral has now paid you the full value of the car, minus the amount you received when you sold it for scrap.

It has also given you 8% interest for each day you had to wait for payment and a further £150 as a goodwill gesture. This gives you £5,163, which you are very happy with.

We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Bachelor & Brignall, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number