Adrian Flux...

[LordFlathead]

No, not naming and shaming.. just don't understand their business model. Here's the experience.

Had plenty of high performance cars with them going back 15 years. They were one of two companies who actually quoted my Jet Espace so clearly they cater for specialised vehicles however with mainstream different experience. Apologies for death by bullet point in advance:

• Had a Jaguar XJ350 with them for two years.
• Bought a new Renault Zoe as a commute tool and rang them asking if I could mirror the NCB - answer no.
• Bought the Zoe and intended putting the Jag into storage (I like the car despite being an oil burner).
• Zoe quote from Flux non-competitive - £880 for an electric car, blaming the postcode, but my Porsche is £117 at the same postcode
• Got a quote for £279 for the Zoe from Swiftcover so took it.
• Rang Flux to cancel the Jag, and put on hold while for a while. CS now does a U-turn and say they could offer a mirrored policy after all so I agree and now have both cars on cover.
• Get an email from Flux stating they need proof that Swiftcover is using my NCB so I forward the email from SC saying they have received my NCB and it is accepted.
• Flux say that it is not proof of my NCB and demand a certificate! I counter that my policy was with them previously and that the dates on the email show I have not been anywhere else (concurrent dates).
• Flux says it will cancel the policy if I do not get a signed certificate from SC as proof.
• Toys thrown out of pram - I request to cancel Flux policy, asked to hold. Told that in this case (?) they will make an exception and the information I have provided is now acceptable
• Policy now cancelled anyway by yours truly as either the information is correct or it is not. One or other.

Why the double standards; why do they change their mind when they think they are losing a customer? Twice now in a few weeks I get the decisions reversed. Policy is policy, and if they change it to suit me, what will they do if I need to claim? Faith with them equals zero now so I voted with my feet.

Nice to be able to post matters relating to insurance without the thread getting hijacked by R1Loon

/Rant without swearing because I'm getting old

[LordFlathead]

I'm not the only one then

Now in my inbox I get this:



This is after my request to cancel was accepted - note the times and I waited on the phone for confirmation.



They do not have a clue!

Edited by LordFlathead on Monday 8th February 18:54

[LordFlathead]

Shocking really I had no idea this was common practice!

[LordFlathead]

Ok, I thought I would post an update. In fairness I received a personal call from Rachel Porter from Adrian Flux. It was an empathetic conversation so in balance it needs to be mentioned here.

It appears that this thread made board level and so I had a frank call with Rachel who explained and also apologised on behalf of Adrian Flux. I said that if Flux would like to win me back as a customer (subject to competitive premiums of course), then they need to improve the communications and the attitude that I received on the earlier phone calls. We also discussed technical issues with the timings of communications as stated earlier in this thread. This is also being addressed.

The fact that they found me and contacted me goes some way to prove they do care about customer service and their reputation. I'm not your stereo typical Mr. Angry but when communications do break down it's somewhat reassuring when you get a follow up call. Furthermore this email was waiting for me when I returned home, again, offering a path for future communications. I'm not planning on taking insurance out imminently but I will update this thread if I call Flux again.



For those that had not seen a picture of the Espace.. here's a teaser but it will be years before it's finished