Discussion
James_N said:
My Policy on my Honda expires on the 19th of this month but ive just sold the car but letting the insurance run so i get my extra years NCB out of it. Is it worth phoning to tell them now I wont be renewing, or shall I wait for my email? I need proof of my NCB too. Will I get this in my email?
Not entirely sure you can insure a car you no longer own. JonRB said:
Not entirely sure you can insure a car you no longer own.
Im not sure either. It was only sold late last week. I have a replacement car (volvo 940) but ive asked for a quote from flux, and its come back at £850 which is more than I was paying to insure my Honda S2000 (How does that work?!)I have 18 days of my policy left. To insure my volvo on the policy for the remaining 18 days would cost me. To cancel the policy now would cost me and I would lose the years no claims i had built up.
So i dont know what to do now!
Hello,
I thought I’d post a general response to the thread but, as it attracts a number of comments I thought I’d be more specific on one particular policy in more detail. The issue is around us renewing a policy automatically after advising of the renewal price, usually with fourteen days notice.
If this is not something that works for you, we do offer clients the option of opting out of this service via one of the forms we send out customers and ask to be returned.
We offer this as part of our service as we see it as our duty to do all we can to ensure that you are covered in the event of an accident or being stopped by the police. We all have busy lives and if for some reason a client forgot to renew a policy and was involved in an accident or was pulled, there would be nothing we could do to assist in what would be a very difficult situation.
In addition, because of the new Continuous Insurance Enforcement law, it is now a legal offence to keep a vehicle without insurance unless you have notified the DVLA that your vehicle is being kept off the road and have a valid Statutory Off Road Notification (SORN).
We see this as another reason to provide this service. You can see more detail by clicking on the link below.
http://www.mib.org.uk/Motor+Insurance+Database/en/...
If we were ever to take a payment without authorisation or when a customer has already arranged alternative cover, we guarantee to refund the payment in full and would cover any associated bank charges.
Ultimately, we want to provide an excellent service to our customers and we are always striving to improve the products and services we offer. While unfortunately we can’t always be the most competitively priced and we will not always get the service 100% right, if we do not meet your expectations or you have a complaint, then in addition to our customer service team who can solve most problems, we have a complaints process that can be followed. Every complaint that is dealt with by this team is reviewed every month by the Board of Management to explore whether the problem could have been avoided and what we can do as a Company to minimise the chances of it happening again.
We learn to improve by listening to our employees, our customers and from our past mistakes. If we've got it wrong you’ll hopefully find that we’re not afraid to hold up our hands and do all we can to make the situation right.
Finally I would encourage members of the forum to PM me and I’ll gladly look into your individual case and will do whatever I can to assist and to resolve the matter, hopefully to your satisfaction.
Keep the feedback coming, it’s all welcome.
Thanks
Ash
I thought I’d post a general response to the thread but, as it attracts a number of comments I thought I’d be more specific on one particular policy in more detail. The issue is around us renewing a policy automatically after advising of the renewal price, usually with fourteen days notice.
If this is not something that works for you, we do offer clients the option of opting out of this service via one of the forms we send out customers and ask to be returned.
We offer this as part of our service as we see it as our duty to do all we can to ensure that you are covered in the event of an accident or being stopped by the police. We all have busy lives and if for some reason a client forgot to renew a policy and was involved in an accident or was pulled, there would be nothing we could do to assist in what would be a very difficult situation.
In addition, because of the new Continuous Insurance Enforcement law, it is now a legal offence to keep a vehicle without insurance unless you have notified the DVLA that your vehicle is being kept off the road and have a valid Statutory Off Road Notification (SORN).
We see this as another reason to provide this service. You can see more detail by clicking on the link below.
http://www.mib.org.uk/Motor+Insurance+Database/en/...
If we were ever to take a payment without authorisation or when a customer has already arranged alternative cover, we guarantee to refund the payment in full and would cover any associated bank charges.
Ultimately, we want to provide an excellent service to our customers and we are always striving to improve the products and services we offer. While unfortunately we can’t always be the most competitively priced and we will not always get the service 100% right, if we do not meet your expectations or you have a complaint, then in addition to our customer service team who can solve most problems, we have a complaints process that can be followed. Every complaint that is dealt with by this team is reviewed every month by the Board of Management to explore whether the problem could have been avoided and what we can do as a Company to minimise the chances of it happening again.
We learn to improve by listening to our employees, our customers and from our past mistakes. If we've got it wrong you’ll hopefully find that we’re not afraid to hold up our hands and do all we can to make the situation right.
Finally I would encourage members of the forum to PM me and I’ll gladly look into your individual case and will do whatever I can to assist and to resolve the matter, hopefully to your satisfaction.
Keep the feedback coming, it’s all welcome.
Thanks
Ash
Ash,
I feel you may have plenty of work to do but it's good to see you're accepting criticism and trying to improve your service.
I had my own well publicised gripes with Flux many years ago but after hearing some more recent good feed back and some assurances from you and your predecessor on here, I've run a few quotes past you recently. My feedback is as follows:
3 out the 4 telephonists that I spoke to seemed at best, disinterested and at worst, simply rude. This was my first contact looking to do business with you. This is poor in any company but particularly bad for a company trying to cement a reputation for good service.
If I'm transferred to somebody in the classic or specialist car departments, I would expect them to reasonably well clued up on what they're dealing with. When I called for a quote on an E34 Alpina recently, it was not listed on your system. That is probably fair enough as its relatively unusual but the guy I was speaking with insisted on quoting as if it were an E39 V8 Alpina despite my protestations. If I had gone ahead with the quote, how this would work the event of me having to make a claim I have no idea.
Your actual prices can seem bizarrely high. In the above example I'd gone to you as the car is quite unusual and you claim to be a specialist insurer. Forgetting the fact that you were quoting on the wrong car, the actual figure was nearly four times what I could cover the car for with a mainstream insurer. And yours was a limited mileage policy where as their's was not.
I'll not bang on about the renewal thing too much as most of it has been said. All I would say is that if you're doing it to 'protect' your customers, then please make it A) Very clear from the word go, as it sounds like this is borderline, small print which nobody likes and B) Make it easier/fairer to subsequently cancel the policy without financial penalty. As things stand, it seems like people feel that they're having the wool pulled over their eyes and that leaves a bitter taste.
I hope this all comes across in the spirit it's intended. I'm sure everybody on here appreciates that there is a mainstream insurer that aims to look after the car enthusiast. Let's hope you can turn things around.
I feel you may have plenty of work to do but it's good to see you're accepting criticism and trying to improve your service.
I had my own well publicised gripes with Flux many years ago but after hearing some more recent good feed back and some assurances from you and your predecessor on here, I've run a few quotes past you recently. My feedback is as follows:
3 out the 4 telephonists that I spoke to seemed at best, disinterested and at worst, simply rude. This was my first contact looking to do business with you. This is poor in any company but particularly bad for a company trying to cement a reputation for good service.
If I'm transferred to somebody in the classic or specialist car departments, I would expect them to reasonably well clued up on what they're dealing with. When I called for a quote on an E34 Alpina recently, it was not listed on your system. That is probably fair enough as its relatively unusual but the guy I was speaking with insisted on quoting as if it were an E39 V8 Alpina despite my protestations. If I had gone ahead with the quote, how this would work the event of me having to make a claim I have no idea.
Your actual prices can seem bizarrely high. In the above example I'd gone to you as the car is quite unusual and you claim to be a specialist insurer. Forgetting the fact that you were quoting on the wrong car, the actual figure was nearly four times what I could cover the car for with a mainstream insurer. And yours was a limited mileage policy where as their's was not.
I'll not bang on about the renewal thing too much as most of it has been said. All I would say is that if you're doing it to 'protect' your customers, then please make it A) Very clear from the word go, as it sounds like this is borderline, small print which nobody likes and B) Make it easier/fairer to subsequently cancel the policy without financial penalty. As things stand, it seems like people feel that they're having the wool pulled over their eyes and that leaves a bitter taste.
I hope this all comes across in the spirit it's intended. I'm sure everybody on here appreciates that there is a mainstream insurer that aims to look after the car enthusiast. Let's hope you can turn things around.
GavGav said:
My renewal with AF came through at over £1000. Changed to Privilege for less than £500.
Not sure how my 406 diesel could cost substantially more than my 9-5 Aero to insure.
Hi, without the full details I can't really comment but if the 406 is a lower value car it can be more expensive to insure. Statistically lower value cars have more claims so that does push the premiums up unfortunately. Sorry we were not competitive for you this time.Not sure how my 406 diesel could cost substantially more than my 9-5 Aero to insure.
Ash
James_N said:
My Policy on my Honda expires on the 19th of this month but ive just sold the car but letting the insurance run so i get my extra years NCB out of it. Is it worth phoning to tell them now I wont be renewing, or shall I wait for my email? I need proof of my NCB too. Will I get this in my email?
Hello When you sell your car we can usually give you a 14 day period before you change your car. You would be best off calling the office as some of our insurers may allow you to just let the policy lapse even if you no longer have the car. (depending how long you have to let it run) The best number will be 0800 783 1392.
Thanks
Ash
Gad-Westy said:
Ash,
I feel you may have plenty of work to do but it's good to see you're accepting criticism and trying to improve your service.
I had my own well publicised gripes with Flux many years ago but after hearing some more recent good feed back and some assurances from you and your predecessor on here, I've run a few quotes past you recently. My feedback is as follows:
3 out the 4 telephonists that I spoke to seemed at best, disinterested and at worst, simply rude. This was my first contact looking to do business with you. This is poor in any company but particularly bad for a company trying to cement a reputation for good service.
If I'm transferred to somebody in the classic or specialist car departments, I would expect them to reasonably well clued up on what they're dealing with. When I called for a quote on an E34 Alpina recently, it was not listed on your system. That is probably fair enough as its relatively unusual but the guy I was speaking with insisted on quoting as if it were an E39 V8 Alpina despite my protestations. If I had gone ahead with the quote, how this would work the event of me having to make a claim I have no idea.
Your actual prices can seem bizarrely high. In the above example I'd gone to you as the car is quite unusual and you claim to be a specialist insurer. Forgetting the fact that you were quoting on the wrong car, the actual figure was nearly four times what I could cover the car for with a mainstream insurer. And yours was a limited mileage policy where as their's was not.
I'll not bang on about the renewal thing too much as most of it has been said. All I would say is that if you're doing it to 'protect' your customers, then please make it A) Very clear from the word go, as it sounds like this is borderline, small print which nobody likes and B) Make it easier/fairer to subsequently cancel the policy without financial penalty. As things stand, it seems like people feel that they're having the wool pulled over their eyes and that leaves a bitter taste.
I hope this all comes across in the spirit it's intended. I'm sure everybody on here appreciates that there is a mainstream insurer that aims to look after the car enthusiast. Let's hope you can turn things around.
HelloI feel you may have plenty of work to do but it's good to see you're accepting criticism and trying to improve your service.
I had my own well publicised gripes with Flux many years ago but after hearing some more recent good feed back and some assurances from you and your predecessor on here, I've run a few quotes past you recently. My feedback is as follows:
3 out the 4 telephonists that I spoke to seemed at best, disinterested and at worst, simply rude. This was my first contact looking to do business with you. This is poor in any company but particularly bad for a company trying to cement a reputation for good service.
If I'm transferred to somebody in the classic or specialist car departments, I would expect them to reasonably well clued up on what they're dealing with. When I called for a quote on an E34 Alpina recently, it was not listed on your system. That is probably fair enough as its relatively unusual but the guy I was speaking with insisted on quoting as if it were an E39 V8 Alpina despite my protestations. If I had gone ahead with the quote, how this would work the event of me having to make a claim I have no idea.
Your actual prices can seem bizarrely high. In the above example I'd gone to you as the car is quite unusual and you claim to be a specialist insurer. Forgetting the fact that you were quoting on the wrong car, the actual figure was nearly four times what I could cover the car for with a mainstream insurer. And yours was a limited mileage policy where as their's was not.
I'll not bang on about the renewal thing too much as most of it has been said. All I would say is that if you're doing it to 'protect' your customers, then please make it A) Very clear from the word go, as it sounds like this is borderline, small print which nobody likes and B) Make it easier/fairer to subsequently cancel the policy without financial penalty. As things stand, it seems like people feel that they're having the wool pulled over their eyes and that leaves a bitter taste.
I hope this all comes across in the spirit it's intended. I'm sure everybody on here appreciates that there is a mainstream insurer that aims to look after the car enthusiast. Let's hope you can turn things around.
Sorry that you have had bad experiences speaking to staff in our office. If you could provide me with your name and post code via a PM i will be able to look at the quotes and get managers to listen to phone calls and see if any staff members are coming across rude or uninterested and appropriate action can take place.
We have many different sections within our quotes department and you would usually be put through to the correct one depending on the type of vehicle you have. If a certain section becomes very busy then your call will be passed through to a person that may be less familiar with the type of car you may have so that your are not on hold unnecessarily. Most of the staff here like myself are at geek levels of car knowledge but understandably newer staff may not know full details of every car ever made. In those cases we would encourage the staff member to seek advice from managers or more experienced staff. Again i can look into that further when you send in your details to me.
As for prices we will always do what ever we can to get the best price possible. We cannot claim to get the best price out there on every single car for every single person but we do have a wide selection of specialist schemes to choose from. If we could beat every price out there my job would be a lot easier but unfortunately we can't. If your details fit within one of our specialist schemes then we would usually get a very competitive price. This is something i can look at too as with every insurance company prices can fluctuate on an almost daily basis.
Thanks for the feedback and i look forward to hearing from you soon.
Ash
Ash From Flux said:
Jungian said:
OMFG just got off the phone with the young t
ts who work for Adrian Flux. What a bunch of obnoxious tossers and bhes! All I wanted was an insurance quote and I already have a policy with them for a Toyota Levin.
Didn't have this bad an experience when I first dealt with them 2 years ago.
My advice is stay well away and the comments in this thread among many others confirms this.
On the plus side the quote wasn't bad.
Hellots who work for Adrian Flux. What a bunch of obnoxious tossers and bhes! All I wanted was an insurance quote and I already have a policy with them for a Toyota Levin. Didn't have this bad an experience when I first dealt with them 2 years ago.
My advice is stay well away and the comments in this thread among many others confirms this.
On the plus side the quote wasn't bad.
Sorry you have had a bad experience with us.
Is there anything I can help with? If there is a problem with a member of staff then I can have a look into it and listen to calls etc. You can PM your details and the issues and I'll see what can be done. Sorry again.
Ash
People buy from people and enough of the people I have spoken with at Adrian Flux have put me off EVER recommending the company to anyone ever again.
Very bad culture in the AF office. Not what any company needs in a recession...
I expect a s
t attitude from insurance companies if a claim has to be made but not when I want to spend some money with one!Edited by Jungian on Sunday 25th September 19:58
Jungian said:
There is nothing you can do now as I've gone with someone else. The child I dealt with had a "so what are you going to do about it" attitude when I told him I didn't like his obnoxious and patronising tone which sent my blood pressure through the roof! If someone spoke to me like that to my face I would invite them outside for a frank and honest chat...
People buy from people and enough of the people I have spoken with at Adrian Flux have put me off EVER recommending the company to anyone ever again.
Very bad culture in the AF office. Not what any company needs in a recession...
I expect a st attitude from insurance companies if a claim has to be made but not when I want to spend some money with one!
Hello People buy from people and enough of the people I have spoken with at Adrian Flux have put me off EVER recommending the company to anyone ever again.
Very bad culture in the AF office. Not what any company needs in a recession...
I expect a s
t attitude from insurance companies if a claim has to be made but not when I want to spend some money with one!Edited by Jungian on Sunday 25th September 19:58
If there is a member of staff causing problems we would like to get it sorted out. We receive over 3000 quote calls a day so would need some details to trace who it was. Again apologies about the issues you have had.
Just to say that having been with Adrian Flux for only a year my premium went up due to a small prang (my fault) asked Ash about PH discount (no I didn't sign up for the discount - I signed up for the SS)
£620.25 no discount
£540.96 with discount
12.8%
very happy
£982 direct line - formerly with them
£850 ish through the meerkats
£620.25 no discount
£540.96 with discount
12.8%
very happy
£982 direct line - formerly with them
£850 ish through the meerkats
very odd call with adrian flux
already have a policy with them insuring my 4x4- so phoned for a quote on SWMBO's focus- all good apart from the computer problems which meant lots of slowness- but the call operator apologised and was friendly and its not her fault. loads of questions etc (whcih always takes AGES), but is to be expected;
then i get asked whether they can credit check my wife and record the search on her credit file.
some people might not have a porblem with this, but we are hoping to buy a house soon and i REALLY didn't want a no purpose seach on our file- especially in the current mortgage climate where credit files need to be sqeaky clean.
Woman on the other end of the phone wouldn't tell me what sort of search waas being recorded, why it was being recorded (just that it was to obtain the best quote and check my identity- well i'm a current customer so you know my identity), nor whether they were going to decline to quote me or not if i said no. On top, i'm not even sure if its legal for them to ask my permission to search my wife's credit file. It was al done with such condescension as if i was being unreasonably to even query it.
Turns out that they will quote even if i con't give them permission and the quote was good value. So i'm almost gong to say yes go ahead, when they statr the "double glazing sales patter"
"So mr Pugh shall i start this policy straight away"
Umm no thanks
"why don't you want to start straight away"
Because its my wife's car, and i need to speak to her first before committing her to a £400 financial obligation
"when will you speak to your wife"
none of your business when i speak to me wife
"will you speak to her tonight"
Maybe
"i'll phone you tomorrow"
no you won't, i'll phone YOU if i want
Seriously Adrian Flux, i'm a current customer, have been for a few years now, i don't need your sales patter, i don't need you to credit check me and i certinaly don't need to be telling you when i'm going to speak to my wife.
will probably end up taking the focus insurance somewhere else, and then take the truck insurance somewhere else when that's up for renewal in 6 months time.
already have a policy with them insuring my 4x4- so phoned for a quote on SWMBO's focus- all good apart from the computer problems which meant lots of slowness- but the call operator apologised and was friendly and its not her fault. loads of questions etc (whcih always takes AGES), but is to be expected;
then i get asked whether they can credit check my wife and record the search on her credit file.
some people might not have a porblem with this, but we are hoping to buy a house soon and i REALLY didn't want a no purpose seach on our file- especially in the current mortgage climate where credit files need to be sqeaky clean.
Woman on the other end of the phone wouldn't tell me what sort of search waas being recorded, why it was being recorded (just that it was to obtain the best quote and check my identity- well i'm a current customer so you know my identity), nor whether they were going to decline to quote me or not if i said no. On top, i'm not even sure if its legal for them to ask my permission to search my wife's credit file. It was al done with such condescension as if i was being unreasonably to even query it.
Turns out that they will quote even if i con't give them permission and the quote was good value. So i'm almost gong to say yes go ahead, when they statr the "double glazing sales patter"
"So mr Pugh shall i start this policy straight away"
Umm no thanks
"why don't you want to start straight away"
Because its my wife's car, and i need to speak to her first before committing her to a £400 financial obligation
"when will you speak to your wife"
none of your business when i speak to me wife
"will you speak to her tonight"
Maybe
"i'll phone you tomorrow"
no you won't, i'll phone YOU if i want
Seriously Adrian Flux, i'm a current customer, have been for a few years now, i don't need your sales patter, i don't need you to credit check me and i certinaly don't need to be telling you when i'm going to speak to my wife.
will probably end up taking the focus insurance somewhere else, and then take the truck insurance somewhere else when that's up for renewal in 6 months time.
PugwasHDJ80 said:
very odd call with adrian flux
already have a policy with them insuring my 4x4- so phoned for a quote on SWMBO's focus- all good apart from the computer problems which meant lots of slowness- but the call operator apologised and was friendly and its not her fault. loads of questions etc (whcih always takes AGES), but is to be expected;
then i get asked whether they can credit check my wife and record the search on her credit file.
some people might not have a porblem with this, but we are hoping to buy a house soon and i REALLY didn't want a no purpose seach on our file- especially in the current mortgage climate where credit files need to be sqeaky clean.
Woman on the other end of the phone wouldn't tell me what sort of search waas being recorded, why it was being recorded (just that it was to obtain the best quote and check my identity- well i'm a current customer so you know my identity), nor whether they were going to decline to quote me or not if i said no. On top, i'm not even sure if its legal for them to ask my permission to search my wife's credit file. It was al done with such condescension as if i was being unreasonably to even query it.
Turns out that they will quote even if i con't give them permission and the quote was good value. So i'm almost gong to say yes go ahead, when they statr the "double glazing sales patter"
"So mr Pugh shall i start this policy straight away"
Umm no thanks
"why don't you want to start straight away"
Because its my wife's car, and i need to speak to her first before committing her to a £400 financial obligation
"when will you speak to your wife"
none of your business when i speak to me wife
"will you speak to her tonight"
Maybe
"i'll phone you tomorrow"
no you won't, i'll phone YOU if i want
Seriously Adrian Flux, i'm a current customer, have been for a few years now, i don't need your sales patter, i don't need you to credit check me and i certinaly don't need to be telling you when i'm going to speak to my wife.
will probably end up taking the focus insurance somewhere else, and then take the truck insurance somewhere else when that's up for renewal in 6 months time.
Helloalready have a policy with them insuring my 4x4- so phoned for a quote on SWMBO's focus- all good apart from the computer problems which meant lots of slowness- but the call operator apologised and was friendly and its not her fault. loads of questions etc (whcih always takes AGES), but is to be expected;
then i get asked whether they can credit check my wife and record the search on her credit file.
some people might not have a porblem with this, but we are hoping to buy a house soon and i REALLY didn't want a no purpose seach on our file- especially in the current mortgage climate where credit files need to be sqeaky clean.
Woman on the other end of the phone wouldn't tell me what sort of search waas being recorded, why it was being recorded (just that it was to obtain the best quote and check my identity- well i'm a current customer so you know my identity), nor whether they were going to decline to quote me or not if i said no. On top, i'm not even sure if its legal for them to ask my permission to search my wife's credit file. It was al done with such condescension as if i was being unreasonably to even query it.
Turns out that they will quote even if i con't give them permission and the quote was good value. So i'm almost gong to say yes go ahead, when they statr the "double glazing sales patter"
"So mr Pugh shall i start this policy straight away"
Umm no thanks
"why don't you want to start straight away"
Because its my wife's car, and i need to speak to her first before committing her to a £400 financial obligation
"when will you speak to your wife"
none of your business when i speak to me wife
"will you speak to her tonight"
Maybe
"i'll phone you tomorrow"
no you won't, i'll phone YOU if i want
Seriously Adrian Flux, i'm a current customer, have been for a few years now, i don't need your sales patter, i don't need you to credit check me and i certinaly don't need to be telling you when i'm going to speak to my wife.
will probably end up taking the focus insurance somewhere else, and then take the truck insurance somewhere else when that's up for renewal in 6 months time.
Like you have said, the credit check is not something that you have to do it is optional. We use a variety of different insurers and some of them will only quote or can be cheaper once we have performed a credit check so we will always give you that option. You will find that every comparison site will do this same check automatically every time you press quote. When you agree to their terms and conditions (which no one usually reads) you are agreeing to that check. When the check is done on our system the clerk you are speaking to will not know any of the details of this check and will not be visible. If you are doing quotes on someones behalf then it is legal for us to run the check. We are regulated by the FSA and anything like this is checked with them first.
As for the sales patter the clerk will do what they can to get your insurance sorted for you there and then. If you needed to speak to your wife etc this is obviously fine but we will offer to call you back so that way you can speak to the same person again and you won't have to go through the phone lines/being on hold then end up speaking to someone else.
Ash
I emailed them all the car details, my details and the list of mods twice as thought it easier they have a written list of mods. They never bothered answering by email or calling back.
That's very poor especially wine they have an email address that is quotes@.
If they don't want to deal with email quotes why have the address on the top left corner of the home page and wast my time by not even responding?
That's very poor especially wine they have an email address that is quotes@.
If they don't want to deal with email quotes why have the address on the top left corner of the home page and wast my time by not even responding?
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