I HATE Tesco Motor Insurance
Discussion
When I took out my car insurance I told them I had completed the Pass Plus scheme. This gets me about £300/£400 off my insurance and why I chose Tesco. The guy told me that I'd need to fax the cetificate to get the discount. I told him that I didn't have the certifacte yet as I had only just completed the course. No problem, he says. Send the completion form (given by the instructor) to the DSA, they'll then send me a certificate and I can fax it in then policy would be recalculated retrospectively.
I then rang back when I changed cars to have the policy amended. When I spoke to them I went over this point again to make sure that it would be recaluclated retrospectively since I still hadn't sent off the certificate (awkward since I don't have a fax machine). They told me it would.
I then rang in to ask if I could scan and e-mail the certificate. No, only fax.
I then rang back to get the fax number so I could send it from work. I was told they don't accept fax and the original certificate needed to be sent in.
I'll admit here that I did take a long time sending it in. Firstly, because I'm lazy and as I was sending the original I wanted it to go recorded delivery and that means taking it to a post office. I work 9 to 5 Monday to Friday and 9 - 1 on Saturday so getting to an open post office is a pain. Secondly, I wasn't too bothered about getting it sent off, thinking of it in the way I think of my gas bill where I pay a fixed amount each month that is known to be higher than me actual usage and get a refund at the end of the year.
So, I send the certificate in and they send my amended details to me. They've only recalculated my remaining time with them. Now, my policy expires at the end of February, but the monthly payments end in December so that is only 1 months payment left. Some whopping £40 discount.
Ring up to see what's going on. Absolutely no help or understanding from them, they didn't deny that I was told that the discount would be backdated. In fact it seems that that was the way used to work until they changed it.
Their argument is that if they give discount from the start, people don't send the certificates in and claim without having passed the course. They didn't seem to understand that giving the discounted payments from the start and making someone pay full payments then recalculating and back dating the discount upon receipt of the certificate are two different things.
Now, maybe it was my fault for taking so long about it, or for believing the things I was told by them at the time. Maybe I'm being naive for expecting an insurance company to give money back once they have it.
Anyway...just needed to vent. Anyone think it would be worthwhile writing a letter of complaint or just a waste of time?
I then rang back when I changed cars to have the policy amended. When I spoke to them I went over this point again to make sure that it would be recaluclated retrospectively since I still hadn't sent off the certificate (awkward since I don't have a fax machine). They told me it would.
I then rang in to ask if I could scan and e-mail the certificate. No, only fax.
I then rang back to get the fax number so I could send it from work. I was told they don't accept fax and the original certificate needed to be sent in.
I'll admit here that I did take a long time sending it in. Firstly, because I'm lazy and as I was sending the original I wanted it to go recorded delivery and that means taking it to a post office. I work 9 to 5 Monday to Friday and 9 - 1 on Saturday so getting to an open post office is a pain. Secondly, I wasn't too bothered about getting it sent off, thinking of it in the way I think of my gas bill where I pay a fixed amount each month that is known to be higher than me actual usage and get a refund at the end of the year.
So, I send the certificate in and they send my amended details to me. They've only recalculated my remaining time with them. Now, my policy expires at the end of February, but the monthly payments end in December so that is only 1 months payment left. Some whopping £40 discount.
Ring up to see what's going on. Absolutely no help or understanding from them, they didn't deny that I was told that the discount would be backdated. In fact it seems that that was the way used to work until they changed it.
Their argument is that if they give discount from the start, people don't send the certificates in and claim without having passed the course. They didn't seem to understand that giving the discounted payments from the start and making someone pay full payments then recalculating and back dating the discount upon receipt of the certificate are two different things.
Now, maybe it was my fault for taking so long about it, or for believing the things I was told by them at the time. Maybe I'm being naive for expecting an insurance company to give money back once they have it.
Anyway...just needed to vent. Anyone think it would be worthwhile writing a letter of complaint or just a waste of time?
Yes. Complain.
Then complain and when you've done that complain again. This sort of thing pisses me off and is becoming more prevalent because not enough of us push back.
In a previous life I was a loss adjuster. Got the bug for something else thirteen years ago and thus rescued myself from a life of drudgery.
About three years ago I got a call from a company asking if I could help them out in my spare time, charge them a daily rate. I said yes because I could quit it whenever I liked (and needed the money).
The difference between the job I did 'back then' and the job now was massive. Gone were the days when a person was allowed or even capable of free thought. Now there's a flow chart on the computer screen with things like "If the customer says this, do this". Anything outside these rules is not to be tolerated. If 'they' haven't foreseen it, it can't happen.
Companies have been swallowed, bought out, merged and are squeezed ever tighter by the beancounters who don't give a flying f
k for the battery hens to whom they pay a pittance. In their defence they are usually poorly trained and don't receive a decent enough salary to engender any professional pride.
Give 'em hell, I do.
Then complain and when you've done that complain again. This sort of thing pisses me off and is becoming more prevalent because not enough of us push back.
In a previous life I was a loss adjuster. Got the bug for something else thirteen years ago and thus rescued myself from a life of drudgery.
About three years ago I got a call from a company asking if I could help them out in my spare time, charge them a daily rate. I said yes because I could quit it whenever I liked (and needed the money).
The difference between the job I did 'back then' and the job now was massive. Gone were the days when a person was allowed or even capable of free thought. Now there's a flow chart on the computer screen with things like "If the customer says this, do this". Anything outside these rules is not to be tolerated. If 'they' haven't foreseen it, it can't happen.
Companies have been swallowed, bought out, merged and are squeezed ever tighter by the beancounters who don't give a flying f
k for the battery hens to whom they pay a pittance. In their defence they are usually poorly trained and don't receive a decent enough salary to engender any professional pride. Give 'em hell, I do.
is the pass plus certificate dated? If it is, it seems reasonable for them to have to backdate and refund as it seems they agreed and you want.
However, if the passplus certificate is just an undated certificate their (new) position seems reasonable - only refund after certificate received.
I use tesco Insurance for home (tho not car) and have found them to be very helpful - far more so than any other insurance company I have dealt with.
Perhaps wires are crossed here and you need to ask to explain yourself fully and clearly to their line manager :-) be nice and write down the *exact* facts and nature of your complant before oyu start so you don't get yourslef tied in knots and have the facts to hand.
Dan
However, if the passplus certificate is just an undated certificate their (new) position seems reasonable - only refund after certificate received.
I use tesco Insurance for home (tho not car) and have found them to be very helpful - far more so than any other insurance company I have dealt with.
Perhaps wires are crossed here and you need to ask to explain yourself fully and clearly to their line manager :-) be nice and write down the *exact* facts and nature of your complant before oyu start so you don't get yourslef tied in knots and have the facts to hand.
Dan
15 years insurance broking and I would only echo what Flintstone says.. it aint what it used to be ! Having said that its amazing what creating stink will do and once you can get hold of somone who is actually in a position to make a decision they will normally do the right thing, dont give up !
>> Edited by moreymach on Saturday 29th November 14:48
>> Edited by moreymach on Saturday 29th November 14:48
uriel said:
I'll admit here that I did take a long time sending it in. Firstly, because I'm lazy and as I was sending the original I wanted it to go recorded delivery and that means taking it to a post office. I work 9 to 5 Monday to Friday and 9 - 1 on Saturday so getting to an open post office is a pain. Secondly, I wasn't too bothered about getting it sent off, thinking of it in the way I think of my gas bill where I pay a fixed amount each month that is known to be higher than me actual usage and get a refund at the end of the year.
With this being the key paragraph.
Pass Plus was a scheme designed by the DSA that shows you have improved and become a better driver since you passes your test. It is an examination taken by a driving instructor rather than at a test centre, and if you come up to scratch, you get a certificate from the DSA, this entitles you to a discount on your insurance, in some cases, quite substantial, however, it is only valid within the first 2 years of you passing your driving test, and can only be used once IIRC.
I disagree agent006, I feel that if uriel was promised (verbal contract as it took place at the time the insurance was purchased??) that the pass plus discount would apply to his policy, to my mind it doesn't matter if he waited 5 days or 5 months they should still backdate it & revise his existing payments. IMHO 
Thanks for the replies, at least it's not just me that thinks their being unfair.
Yes, the certificate is dated so proves that I had the thing at the point the insurance was taken out.
I didn't know that you could only use it once though. That would make this even worse since I'd have effectively wasted it for the sake of £40. I'll have a look into it a bit further.
I'll write a letter to post on Monday. I think I'll keep writing and ringing until I get some kind of satisfaction from them.
Yes, the certificate is dated so proves that I had the thing at the point the insurance was taken out.
I didn't know that you could only use it once though. That would make this even worse since I'd have effectively wasted it for the sake of £40. I'll have a look into it a bit further.
I'll write a letter to post on Monday. I think I'll keep writing and ringing until I get some kind of satisfaction from them.
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