Anybody have insurance underwritten by MS Amlin? (Manning UK

[Deep]

The initial message was deleted from this topic on 25 October 2017 at 20:53

[alscar]

Obviously only one side of the story here and have no idea where the block is but pm me and I will " pass on " if you would like.

[Deep]

I appreciate it is only one side of the story and thats why I didn't go into too much detail.

You'll have to either believe me or not but four months on and for no discernible reason I still have no idea when I might get paid.

In addition to that I have been lied to and they don't like to do anything by email. My emails, when they are responded to, get a phone call so there is no trail to follow when zero progress is made.

Numerous promises are made that the person I'm dealing with now will sort the matter out but they never follow through.

When I deal with the next person they can never explain why the person before hasn't actually done what they promised.


Last week I was told (again on the phone so no trail) that the manager I was talking to was going to raise the cheque and I would have it by last Friday or very latest this Monday.

When I speak to them today it turns out that particular manager is now on annual leave and didn't raise the cheque. So surprise surprise no progress made at all.

We all go on annual leave but couldn't she have handed the matter over to a colleague? Even this could have been overlooked if it was a single event but its part of a catalogue of unnecessary and unexplained delays.

They still can't tell me when I can expect payment, because as the handler put it, "its such a large amount of money"

I know its a lot of money, thats why I have insurance and thats what underwriters do isn't it?

I've been going round and round in circles for over four months.

I wouldn't mind if there was a reason for the delay ie they needed to look into something or investigate further. But there is no reason they can ever give me.

I've had a few claims here or there over 30 years of driving and have never experienced anything like this.

Anyway, I appreciate your response but may I ask are you connected to the company?

Thanks

Edited by Deep on Wednesday 25th October 19:27

[Rick101]

Watching with interest.

[Cabsi]

Sounds like you're dealing directly with the Insurers? If so, it's the Brokers job to manage the Insurer - they recommended them so they should kick them when it goes wrong.

[plasticpig]

I had a issue with an insurer a few years back over the slow settlement of claim. What I did is found out the name of the insurers compliance officer and sent a fax as it had to be in writing. An insurer has to have a compliance officer.

My letter contained two paragraphs which are sill relevant today:

Letter said:

In the FCA Business Standards Handbook: Insurers Conduct Of Business (ICOBS) Section 8.1.1 (1) states: “An insurer must handle claims promptly and fairly”. I do not believe my claim is being handled promptly.

Letter said:

Section 8.1.1 (2) states “provide reasonable guidance to help policyholder make a claim and appropriate information on its progress” I have not been given any information on my claims progress as I******a are either unwilling or unable to give me any indication as to when I might receive a settlement offer. All communication in this matter has been initiated by my self. In a customer focused business I would expect yourselves to be initiating contact and to keep me updated regularly.

I had a cheque in the post within a week of this being sent. I would also speak to the ombudsman as they will investigate non compliance.

[Deep]

Cabsi said:

Sounds like you're dealing directly with the Insurers? If so, it's the Brokers job to manage the Insurer - they recommended them so they should kick them when it goes wrong.

I did speak to the broker about two months ago and voiced some concerns. Perhaps I didn't voice them loudly enough.

Thanks

[Deep]

Why has my initial post been deleted??

[Deep]

plasticpig said:

I had a cheque in the post within a week of this being sent. I would also speak to the ombudsman as they will investigate non compliance.

Google says that David Johnston is their group compliance officer. How do I find his email or contact details?

I'm pretty sure they won't give them to me on the phone

[Rick101]

Suspect it was due to name and shame rules.

Glad you posted it. I am having a similar issue, coincidentally, also four months waiting.

Have spoken to the broker twice daily now this week and have been getting updates, hoping to have a resolution by the end of this week.

[Porsche911R]

Rick101 said:

Suspect it was due to name and shame rules.

Glad you posted it. I am having a similar issue, coincidentally, also four months waiting.

Have spoken to the broker twice daily now this week and have been getting updates, hoping to have a resolution by the end of this week.

same company, as I might switch if so. ?

[Deep]

Rick101 said:

Suspect it was due to name and shame rules.

Glad you posted it. I am having a similar issue, coincidentally, also four months waiting.

Have spoken to the broker twice daily now this week and have been getting updates, hoping to have a resolution by the end of this week.

Hi Rick

Yes, I've just got the email and it appears I have breached the name and shame rules. I had no intention of breaking any rules but I feel its important that people are aware of whats going on.

Are you having the issue you mention with MS Amlin?

[Rick101]

Lets just say it's also a cheque lost in the post message.

Due a phone call tomorrow, will report back then, hopefully with positive news.

[Deep]

Rick101 said:

Lets just say it's also a cheque lost in the post message.

Due a phone call tomorrow, will report back then, hopefully with positive news.

Well good luck, I hope it works out for you tomorrow.

They even give out a phone number that doesn't actually work. And if anybody thinks thats just one side of the story try it.

01245 396636.

Select option 4 for existing claims

Then select 1 for claims made before 10th July.

It will then ring twice and go dead. Its done this for the last four months. This is the number that appears under the signature in any email and is the number you are encouraged to phone back on.

As I said, if anybody doubts what I'm saying call the number and select the options and see what happens.

[alscar]

Deep , as I said PM me.
If u do I can actually try and help u.
Or at least forward to some people that will look into your issues.
I have no idea as to whether your issue is real or not and who is at fault or not and whether there is an issue or not but if u don't forward me something to help then I assume the problem isn't with brokers or insurers.
In the first instance it's the broker you need to speak to as that's their job.
Will await or otherwise.

[Deep]

alscar said:

Deep , as I said PM me.
If u do I can actually try and help u.
Or at least forward to some people that will look into your issues.
I have no idea as to whether your issue is real or not and who is at fault or not and whether there is an issue or not but if u don't forward me something to help then I assume the problem isn't with brokers or insurers.
In the first instance it's the broker you need to speak to as that's their job.
Will await or otherwise.

Pm sent

Thanks

[Rick101]

Didn't get a call so made one this afternoon. Chap was out of he office but rang me back within a few minutes.

They had no confirmed the cheque is missing. Posted Friday and it taken this long to confirm it...or maybe sent to the post room Friday, sent Monday, nobody knows.

The cheque apparently goes to an Accident Management Company, who then pay the bill due Why the insurer doesn't just settle direct when it's a very simple claim is another question.

The latest is that the insurer are just going to make a direct BACS payment. Apparently is need to be signed off/authorised but should be done in a day.
I'm not getting any hopes up yet, plenty of time for information to be lost, managers to be on leave, the internet banking not working etc

I will say my contact at Manning has been helpful. He didn't sell the policy but he has sold me one previously. We haven't made a huge amount of progress but I feel he is as frustrated as I and is keen to see this sorted.

My Porsche renewal is due in a few months. I'll be considering very carefully if I want MS Amlin as my underwriter. Massive company and very successful but I think maybe some management issues in the local market.

[Deep]

All sorted on my side. Money was paid yesterday.

In retrospect I should have contacted my broker much earlier on in the process when I felt things weren't progressing in a satisfactory manner. It wasn't a case of the broker not acting, I never really intimated to them how slowly things were progressing.

An individual on this forum helped tremendously and I'm very grateful. Let's just say that I suspect that when he says jump people really do ask how high lol. I'll say no more...except I really wish I had his job lol

Anyway all that ends well as they say. I can get on now and replace my dearly departed Porsche

Cheers

[Porsche911R]

I would only ever deal with the broker, that's who I paid !

for me it's the 1st time I knew it was underwritten by Amlin.

[Digga]

Porsche911R said:

I would only ever deal with the broker, that's who I paid !

for me it's the 1st time I knew it was underwritten by Amlin.

Tend to agree; brokers (good ones at least) should communicate well with their policyholders, insurers themselves aren't necessarily as good at the 'one to many' relationship bit and it's probably generally better, faster and less exasperating to let the broker do their job.