Proof of no claims issue
Discussion
I'm hoping someone here can help me as I've googled this and can't find any information and I've always had helpful advice from this forum.
I paid for my latest insurance in one payment a month or so ago. Within a couple weeks I got the please send us your proof of no claims. I got this proof from my previous insurer and sent it off via email. A day later I got a confirmation email saying "Good news, we have confirmed your proof of no claims". With this I thought everything was sorted. 2 days later I receive an email saying I need to send off proof of no claims urgently or my insurance will be cancelled. I also then received a letter a few days after that. I have forwarded them my confirmation email and told them obviously someone hasn't put it onto their database and not done their job properly, or there has been some kind of delay and they need to sort it.
A week has now passed since I have sent the latest email and have had absolutely no response from them. I'm now just inevitably waiting for them to send another request I'm sure.
Has anyone had an issue with this before, and what is the best way to deal with a company who don't seem willing to respond to a customer? And has anyone had this happen and then their insurance cancelled anyway?
I would just like a heads up on my options before anything else occurs.
Cheers
I paid for my latest insurance in one payment a month or so ago. Within a couple weeks I got the please send us your proof of no claims. I got this proof from my previous insurer and sent it off via email. A day later I got a confirmation email saying "Good news, we have confirmed your proof of no claims". With this I thought everything was sorted. 2 days later I receive an email saying I need to send off proof of no claims urgently or my insurance will be cancelled. I also then received a letter a few days after that. I have forwarded them my confirmation email and told them obviously someone hasn't put it onto their database and not done their job properly, or there has been some kind of delay and they need to sort it.
A week has now passed since I have sent the latest email and have had absolutely no response from them. I'm now just inevitably waiting for them to send another request I'm sure.
Has anyone had an issue with this before, and what is the best way to deal with a company who don't seem willing to respond to a customer? And has anyone had this happen and then their insurance cancelled anyway?
I would just like a heads up on my options before anything else occurs.
Cheers
Issue is I can't call during the day because I have no phone reception where I work and so I can only phone once I get back from work and on the weekends, I've phoned 3 times thus far and been on hold for over an hour 2 of those times and just given up, on the other occasion I got through after 40 mins on hold I was told I would be transferred to the relevant department and was then cut off.
A particular insurer who I wont name and shame asked me for:
Proof of no claims
'DVLA Driving Record' For each named driver
A picture of a section of my V5 (cant remember which exactly)
A scan of each named drivers licence
Each time I'd send the document as soon as it was requested as they threatened to cancel my insurance if they didn't receive it within a week, and each time they'd say thank you, then claim a week later they hadn't received it.
Never again.
EDIT: Op I've just re read your post regarding being placed on hold. Do they have several numbers you can phone? The company I was dealing with were the same, I phoned their claims department and played dumb, they forwarded me through to the right department without being placed on hold.
Proof of no claims
'DVLA Driving Record' For each named driver
A picture of a section of my V5 (cant remember which exactly)
A scan of each named drivers licence
Each time I'd send the document as soon as it was requested as they threatened to cancel my insurance if they didn't receive it within a week, and each time they'd say thank you, then claim a week later they hadn't received it.
Never again.
EDIT: Op I've just re read your post regarding being placed on hold. Do they have several numbers you can phone? The company I was dealing with were the same, I phoned their claims department and played dumb, they forwarded me through to the right department without being placed on hold.
Edited by Hammy98 on Monday 3rd April 12:30
Yep, had this issue.
Insurance ended up getting cancelled by them. I sent proof of no claims, had written confirmation that it had been received, but they just wanted an excuse to cancel my policy so they did. This was a few years ago, I had previous accidents but protected no claims, id been honest and up front about all the details of my policy, I just think the underwriters changed their mind about the risk.
The funniest thing was talking to them on the phone after telling them they had sent me a letter thanking me for sending my proof of no claims, the lady claimed they did send out such letters and just hung up on me when I asked for a fax or email address I could send a copy of the letter too.
OP your gonna have fun.
Insurance ended up getting cancelled by them. I sent proof of no claims, had written confirmation that it had been received, but they just wanted an excuse to cancel my policy so they did. This was a few years ago, I had previous accidents but protected no claims, id been honest and up front about all the details of my policy, I just think the underwriters changed their mind about the risk.
The funniest thing was talking to them on the phone after telling them they had sent me a letter thanking me for sending my proof of no claims, the lady claimed they did send out such letters and just hung up on me when I asked for a fax or email address I could send a copy of the letter too.
OP your gonna have fun.
OP e-mail your displeasure at their shoddy service to the organ grinder rather than the monkey/s.
http://www.ceoemail.com/s.php?id=ceo-9277
Don't go off the deep end: be polite but assertive.
http://www.ceoemail.com/s.php?id=ceo-9277
Don't go off the deep end: be polite but assertive.
Bit of an update, I finally received something back from them via email, asking for my policy number and address. And my original query. Despite all of this being in the original email I sent, which they replied to, the entire history of the issue was included as well as confirmation letter, how could they not see this in my email.
It's very clear they are extremely incompetent or they are purposely making everything as difficult as possible so they don't have to accept their problem. Neither would surprise me. I have however stated now that if this is not sorted asap I will be getting in touch with the financial ombudsman and the CEO (although this threat has never worked for me before).
Does anyone have any experience or knowledge of legal recourse? Can they just go ahead and cancel your insurance legally despite doing everything asked? Would it be worth mentioning taking them to court if this doesn't get sorted?
It's very clear they are extremely incompetent or they are purposely making everything as difficult as possible so they don't have to accept their problem. Neither would surprise me. I have however stated now that if this is not sorted asap I will be getting in touch with the financial ombudsman and the CEO (although this threat has never worked for me before).
Does anyone have any experience or knowledge of legal recourse? Can they just go ahead and cancel your insurance legally despite doing everything asked? Would it be worth mentioning taking them to court if this doesn't get sorted?
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