Insurance Errors and Cancellation Charges
Discussion
On Wednesday I went online to look at insurance prices on a multicar policy for my wife with me also as driver. One website for a well known broker, lets call them Wise Guys, (WG) came out much to high so I carried on populating another site.
I received a phone call from WG saying the online price was wrong and could they quote me over the phone.
We went through all the details and they came up with a quote about the same as other I had received but with interest free staged payments. I check all the details with them and they said they had collected my details and requirements from their website.
After some haggling I accepted their policy and made the first payment by card. At no point was I told about cancellation fees only if I cancelled a car I would get the prorata balance back. (Note each of the 2 cars is on a different policy with the same insurer)
The docs were emailed to me 2 hours later and I noticed that they had missed off the requested No Claims discount from one of the cars.
I telephoned them immediately, to be told that I wasn't authorised to talk to them.
My called when she got home from work, (they then said I was authorised and they were wrong before!), and discussed the policy with them.
They said that to add no claims discount it will cost £80, clearly as it was their mistake we protested, they said our other option was to cancel, total cancellation charges £40 each car for admin and £26 on each car for the 1 days insurance. Pro rata the one day insurance is 26p on one car and 80p on the other car.
I thought that under the Financial Services Distance Selling Regs I could cancel within 14 days and only pay for the service used, ie Pro rata insurance costs.
I am also pretty cross that its their error and the new price makes it about £70 more expensive than other policies who, incidentally, only charge £3.29 to protect the NCD.
Where do you reckon I stand with this? I am due to argue the toss with them later.
The whole customer experience has been dire, I have been lied to and in my mind the policies were miss-sold.
Thanks in advance
I received a phone call from WG saying the online price was wrong and could they quote me over the phone.
We went through all the details and they came up with a quote about the same as other I had received but with interest free staged payments. I check all the details with them and they said they had collected my details and requirements from their website.
After some haggling I accepted their policy and made the first payment by card. At no point was I told about cancellation fees only if I cancelled a car I would get the prorata balance back. (Note each of the 2 cars is on a different policy with the same insurer)
The docs were emailed to me 2 hours later and I noticed that they had missed off the requested No Claims discount from one of the cars.
I telephoned them immediately, to be told that I wasn't authorised to talk to them.
My called when she got home from work, (they then said I was authorised and they were wrong before!), and discussed the policy with them.
They said that to add no claims discount it will cost £80, clearly as it was their mistake we protested, they said our other option was to cancel, total cancellation charges £40 each car for admin and £26 on each car for the 1 days insurance. Pro rata the one day insurance is 26p on one car and 80p on the other car.
I thought that under the Financial Services Distance Selling Regs I could cancel within 14 days and only pay for the service used, ie Pro rata insurance costs.
I am also pretty cross that its their error and the new price makes it about £70 more expensive than other policies who, incidentally, only charge £3.29 to protect the NCD.
Where do you reckon I stand with this? I am due to argue the toss with them later.
The whole customer experience has been dire, I have been lied to and in my mind the policies were miss-sold.
Thanks in advance
akirk said:
they will undoubtedly have a recording of the telephone conversation
phone them back - explain politely that it was their mistake, they need to rectify it...
if they say no - just keep escalating it until you get to someone with authority to sort it out...
Easier said than done. Apparently managers are only available with 24 hours notice, but I can't arrange a time to speak to one, I have to wait for one to call me and they wont give a time, just say its at least 24 hours.phone them back - explain politely that it was their mistake, they need to rectify it...
if they say no - just keep escalating it until you get to someone with authority to sort it out...
I have cancelled the payment (good bank manger). So I will let the them come after me for the money.
KevinCamaroSS said:
I have never heard of adding no claims discounts putting a price up!
I have. Had a van policy and couldn't use my NCD as it was on another vehicle. Premium for the van was about £250 with no NCD. Sold the car with my full NCD, so had maximum NCD, called the company who were insuring my van to enquire about adding full NCD, they ran the quote and came back with over 500 quid!Gassing Station | Speed, Plod & the Law | Top of Page | What's New | My Stuff