Unbelievable Insurance Situation
Discussion
My wife arranged insurance a few weeks back with a company whose name is closely related to that of an antiperspirant brand with which you can 'do more'. She was requested to send her proof of no claims which she duly did in the blue envelope provided.
Today, she received an e-mail saying they had cancelled her insurance as they had not received the proof of no claims. They didn't warn her, they didn't ask for another copy, they just cancelled. And worst of all, they apparently cancelled last Friday, but only e-mailed today. And they refunded the policy premium, which was paid fully up front, less £50.
Called up their call centre, to be faced with a rather feckless Scotsman who tried pathetically to justify their actions. He said it was standard practice for insurance companies to rely on customers calling to confirm receipt of proof of no claims. He also said he was the most senior person there, refused to provide his second name, and said it was 'our problem' this had happened. He finally agreed to have someone call us back 'within 24hrs'.
As you might imagine, I'm a little miffed, as she had been driving around all weekend with kids in the car.
We will of course be taking this further with the company, and I'd also like to take it up with an ombudsman in an attempt to recover the £50 (a point of principle) - can anyone point me in the right direction please?.
Today, she received an e-mail saying they had cancelled her insurance as they had not received the proof of no claims. They didn't warn her, they didn't ask for another copy, they just cancelled. And worst of all, they apparently cancelled last Friday, but only e-mailed today. And they refunded the policy premium, which was paid fully up front, less £50.
Called up their call centre, to be faced with a rather feckless Scotsman who tried pathetically to justify their actions. He said it was standard practice for insurance companies to rely on customers calling to confirm receipt of proof of no claims. He also said he was the most senior person there, refused to provide his second name, and said it was 'our problem' this had happened. He finally agreed to have someone call us back 'within 24hrs'.
As you might imagine, I'm a little miffed, as she had been driving around all weekend with kids in the car.
We will of course be taking this further with the company, and I'd also like to take it up with an ombudsman in an attempt to recover the £50 (a point of principle) - can anyone point me in the right direction please?.
I once had a situation where a new insurance company wanted several documents from me including proof of no claims. I posted everything off only to receive a letter saying they hadn't received anything. I posted everything again, same result. I tried a third time and sent it special (signed for) delivery. I called them a few days later for them to say they'd received a couple of the documents, but were still missing two (they were all in the same envelope!).
I decided to use some more modern technology and asked for their fax number, and faxed the 'missing' documents to them. Next day I called to check all was ok but they were still missing these two documents. I asked the lady on the phone if I could fax them to her right away, and could she confirm she had them while I was on the phone. She agreed and I faxed them to her - all was fine, she had them in her hand.
About two weeks later I received a letter informing me that if I didn't send them my documents within seven days they'd cancel my insurance...
I decided to use some more modern technology and asked for their fax number, and faxed the 'missing' documents to them. Next day I called to check all was ok but they were still missing these two documents. I asked the lady on the phone if I could fax them to her right away, and could she confirm she had them while I was on the phone. She agreed and I faxed them to her - all was fine, she had them in her hand.
About two weeks later I received a letter informing me that if I didn't send them my documents within seven days they'd cancel my insurance...
Does seem like b
ks. My current insurer, HIC, told me quite clearly several times when I took out my policy (everything was done over email) about the need to supply certain documents. I did them just in time (as I do tend to leave things till the last minute!) but clearly in that time it'd triggered something in their system as I received a reminder in the post, along with a postage paid return envelope and an extended deadline date, politely reminding me I needed to supply these documents.
Thought that seemed very fair and seems to be a decent company to deal with.
ks. My current insurer, HIC, told me quite clearly several times when I took out my policy (everything was done over email) about the need to supply certain documents. I did them just in time (as I do tend to leave things till the last minute!) but clearly in that time it'd triggered something in their system as I received a reminder in the post, along with a postage paid return envelope and an extended deadline date, politely reminding me I needed to supply these documents. Thought that seemed very fair and seems to be a decent company to deal with.
Nice. On a Bank Holiday weekend. Thank goodness nothing untoward occurred.
Can't help with how to complain but had similar situation with proof going astray 4 or 5 years ago. My then insurers (They have a dog) contacted me about it & I faxed or emailed the proof immediately.
Can't believe the call centre person didn't tell you to do this or that they left the call until today. If I were you I would call back now & hope he is off shift & the current shift manager, if that is what this mornings caller really was, is more helpful.
I also think you will now have to inform any future provider you have had a policy cancelled.
Good luck with this.
Can't help with how to complain but had similar situation with proof going astray 4 or 5 years ago. My then insurers (They have a dog) contacted me about it & I faxed or emailed the proof immediately.
Can't believe the call centre person didn't tell you to do this or that they left the call until today. If I were you I would call back now & hope he is off shift & the current shift manager, if that is what this mornings caller really was, is more helpful.
I also think you will now have to inform any future provider you have had a policy cancelled.
Good luck with this.
Spooky. I just bought a policy with the same company, sent in my NCD proof at the start of this month but heard nothing since, so called them yesterday to make sure. I did this because the small print says they will cancel and charge £50 if not received and I've heard enough stories of this happening to others on here so reckoned it was worth following up. Person on the phone confirmed receipt of the NCD; and oddly I got a follow up call today (not sure if it had been scheduled all along) to talk over the policy.
In short, I'm afraid it's not unbelievable; happened to many people. ALWAYS follow up with insurers when you send away proof of NCD, especially if you haven't received confirmation of receipt within one week of sending.
In short, I'm afraid it's not unbelievable; happened to many people. ALWAYS follow up with insurers when you send away proof of NCD, especially if you haven't received confirmation of receipt within one week of sending.
So a quick post on their Facebook page and mysteriously we received a call from a supervisor within 20 mins.
They have refunded the £50, agreed what we had been told was not true, told us their process had broken down, and apologised.
We now have cover in place for the same amount elsewhere.
They have refunded the £50, agreed what we had been told was not true, told us their process had broken down, and apologised.
We now have cover in place for the same amount elsewhere.
had ham said:
So a quick post on their Facebook page and mysteriously we received a call from a supervisor within 20 mins.
They have refunded the £50, agreed what we had been told was not true, told us their process had broken down, and apologised.
We now have cover in place for the same amount elsewhere.
Good result! I was expecting pages of infighting based on different experiences and Breadvan attempting to tell us how it is (in vain) but zero update from the OP.They have refunded the £50, agreed what we had been told was not true, told us their process had broken down, and apologised.
We now have cover in place for the same amount elsewhere.
Debaser said:
I once had a situation where a new insurance company wanted several documents from me including proof of no claims. I posted everything off only to receive a letter saying they hadn't received anything. I posted everything again, same result. I tried a third time and sent it special (signed for) delivery. I called them a few days later for them to say they'd received a couple of the documents, but were still missing two (they were all in the same envelope!).
I decided to use some more modern technology and asked for their fax number, and faxed the 'missing' documents to them. Next day I called to check all was ok but they were still missing these two documents. I asked the lady on the phone if I could fax them to her right away, and could she confirm she had them while I was on the phone. She agreed and I faxed them to her - all was fine, she had them in her hand.
About two weeks later I received a letter informing me that if I didn't send them my documents within seven days they'd cancel my insurance...
Haha, fI decided to use some more modern technology and asked for their fax number, and faxed the 'missing' documents to them. Next day I called to check all was ok but they were still missing these two documents. I asked the lady on the phone if I could fax them to her right away, and could she confirm she had them while I was on the phone. She agreed and I faxed them to her - all was fine, she had them in her hand.
About two weeks later I received a letter informing me that if I didn't send them my documents within seven days they'd cancel my insurance...
k Sake, have you any hair left...Used to work for these guys part time in my uni days.
If nothing was received after multiple requests it was standard practise to send a "7 day cancellation" letter, dated seven days from date of posting. A straight up cancellation could only be done for fraudulent transactions.
If people kept sending in the wrong docs I'd tend to call the other insurance co, confirm it hadn't been renewed and what the correct NCD was.
If nothing was received after multiple requests it was standard practise to send a "7 day cancellation" letter, dated seven days from date of posting. A straight up cancellation could only be done for fraudulent transactions.
If people kept sending in the wrong docs I'd tend to call the other insurance co, confirm it hadn't been renewed and what the correct NCD was.
Muffsy said:
Debaser said:
I once had a situation where a new insurance company wanted several documents from me including proof of no claims. I posted everything off only to receive a letter saying they hadn't received anything. I posted everything again, same result. I tried a third time and sent it special (signed for) delivery. I called them a few days later for them to say they'd received a couple of the documents, but were still missing two (they were all in the same envelope!).
I decided to use some more modern technology and asked for their fax number, and faxed the 'missing' documents to them. Next day I called to check all was ok but they were still missing these two documents. I asked the lady on the phone if I could fax them to her right away, and could she confirm she had them while I was on the phone. She agreed and I faxed them to her - all was fine, she had them in her hand.
About two weeks later I received a letter informing me that if I didn't send them my documents within seven days they'd cancel my insurance...
Haha, fI decided to use some more modern technology and asked for their fax number, and faxed the 'missing' documents to them. Next day I called to check all was ok but they were still missing these two documents. I asked the lady on the phone if I could fax them to her right away, and could she confirm she had them while I was on the phone. She agreed and I faxed them to her - all was fine, she had them in her hand.
About two weeks later I received a letter informing me that if I didn't send them my documents within seven days they'd cancel my insurance...
k Sake, have you any hair left...Edited by worsy on Tuesday 27th May 21:02
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