Insurance Cancelled

[LostTraction]

Looking for advice on my current situaiton here.

Just had my insurance cancelled for not having a DD set up..

I requested to change the DD details on my insurance online but then recieved a DD mandate form to complete. I then phoned my insurance to get this set up on call and make a payment if any outstanding balance is present to which the advisor said there is none and the DD is set up, she read back the bank details i wanted it updated to.

2 weeks later (18/10) i recieved a threat to cancellation letter due to an outstanding balance and no DD set up by 27/10. I contacted them to get this paid and have the dd set up but the advisor stated the DD mandate form will need to be completed and cant be done on call. I asked will my insurance be cancelled and they assured me it wouldnt. I requested a new dd mandate form to be completed. Instead i recieved a cancellation letter on 30/10.

I called them up and they said it cant be reinstated as they sent this form out 3 times, i explained we only recieved one when we done this request online and your advisor said it didnt need to be completed. We never recieved the other 2 as he stated.

I asked to him to listen to the call recordings and said he carried out the invesitgation so he wont be reinstating this.

Do i have a leg to stand on if i took this further? said the complaint cant go any further and a sub response will be sent out. My insurance prices are triple to what i'm currently paying.

he had the cheek to ask if i wanted a new quote to which i laughed and hung up...

Any help would be greatly appreciated on how i can get this reinstated. Thanks

---

UPDATE:

Got a call back from my insurance today who had the complaint reviewed by someone else. They apologised for their error and reinstated the policy. Also credited back £100 which i happily accepted

Edited by LostTraction on Tuesday 7th November 17:09

[markjmd]

If this was me, the first thing I'd be doing is logging-on to my online banking (or calling the bank up), to check whether a DD actually was setup starting from the time I'd spoken to the guy on the phone.

[alscar]

Not the easiest read but also sounds like both you and the so called customer advisor both made a number of errors.
You really don’t want a cancelled flag to have to answer yes for the next 5 years either.
At the very least you need to contact them again and simultaneously cc their complaints dept - I would do both via the same email.
Stress that you have both filled out that dd mandate and advised them verbally of the same bank details ( I am assuming this is of course the case ) and the fact that you absolutely want the policy to continue.
Until you have made said contact with their complaints dept and either way “ resolved “ , the insurance ombudsman will not want to know.

[85Carrera]

Can’t you pay by card over the phone to get it reinstated?

[119]

I believe you have the right to request the recordings of the phone calls?

[Bainbridge]

The company will be FCA regulated, so your route of escalation after a final written response from the insurance company will be via the FCA ombudsman. I'd escalate this if this happened to me.

[reggie747]

Tell us who the insurance company is so we can avoid their utter incompetence ??

[LostTraction]

markjmd said:

If this was me, the first thing I'd be doing is logging-on to my online banking (or calling the bank up), to check whether a DD actually was setup starting from the time I'd spoken to the guy on the phone.

They only advised me that the DD mandate form had to be completed due to it being under a different persons bank account on the 18/10 phone call i made. This is why i requested another dd mandate form at that moment.

[LostTraction]

Not sure how to individually quote the previous comments..

There wasnt an issue with any missing payments at all, it's just a case of the DD not being set up.

I had the complaint escalated and spoke to a manager who simply stated its not being reinstated as i had 3 chances to fill this form out but completely disregarded what his advisor told me and the fact we never recieved the other 2 which he claims were sent out.

I will be request a subject access request and then get this escalated to the FCA ombudsmen 100%.

I've always had a good experience with my insurers up until this point.

i've not a missed a payment, i've not falsely input details on my insurance or made any claims let alone false ones. It begs the question, why wouldnt you want to reinstate it? I cant make any sense of it..

Moderator edit: no naming & shaming

[MustangGT]

LostTraction said:

They only advised me that the DD mandate form had to be completed due to it being under a different persons bank account on the 18/10 phone call i made. This is why i requested another dd mandate form at that moment.

That right there is likely to be your problem. Unless you have authority over another person's bank account you cannot set up a DD on it.

[LostTraction]

MustangGT said:

LostTraction said:

They only advised me that the DD mandate form had to be completed due to it being under a different persons bank account on the 18/10 phone call i made. This is why i requested another dd mandate form at that moment.

That right there is likely to be your problem. Unless you have authority over another person's bank account you cannot set up a DD on it.

Dont worry, i had his permission which he was completely okay with. Problem is, we were told 2 different things which didnt match and resulted in this outcome.

[Jordie Barretts sock]

LostTraction said:

MustangGT said:

LostTraction said:

They only advised me that the DD mandate form had to be completed due to it being under a different persons bank account on the 18/10 phone call i made. This is why i requested another dd mandate form at that moment.

That right there is likely to be your problem. Unless you have authority over another person's bank account you cannot set up a DD on it.

Dont worry, i had his permission which he was completely okay with. Problem is, we were told 2 different things which didnt match and resulted in this outcome.

Being told "use my bank details mate" isn't what is meant here.

Unless the bank has the authority of the account holder, it isn't going to happen. Imagine the amount of fraudulent DD being set up if this wasn't the case?

I think this is all down to you, OP. I don't think the insurance company has done anything wrong.

[Far Cough]

Why are you using someone else's bank account to pay for your insurance ?

[LF5335]

LostTraction said:

Dont worry, i had his permission which he was completely okay with. Problem is, we were told 2 different things which didnt match and resulted in this outcome.

How does the insurance company know that? They will need some written proof that the other person is OK with it. Like a signed DD mandate.

[LostTraction]

LF5335 said:

LostTraction said:

Dont worry, i had his permission which he was completely okay with. Problem is, we were told 2 different things which didnt match and resulted in this outcome.

How does the insurance company know that? They will need some written proof that the other person is OK with it. Like a signed DD mandate.

I'll explain again, they never said the dd mandate form we recieved the first time had to be done as the dd details have been set up. We have no issue completing the DD mandate form if we actually got a chance to do so like were advised to complete on 18/10.

As for the previous comments, it has absoutely nothing to do with you as to who's paying for the insurance. Lets not deviate to irrelevant points which doesnt affect whether a car insurance is valid or not.

[LF5335]

LostTraction said:

I'll explain again, they never said the dd mandate form we recieved the first time had to be done as the dd details have been set up. We have no issue completing the DD mandate form if we actually got a chance to do so like were advised to complete on 18/10.

As for the previous comments, it has absoutely nothing to do with you as to who's paying for the insurance. Lets not deviate to irrelevant points which doesnt affect whether a car insurance is valid or not.

Ok get all stroppy then. I’m sure that will help.

You’ve got one real route now and that’s to the Ombudsman who will review everything you raise and make a decision on the back of that.

[98elise]

Far Cough said:

Why are you using someone else's bank account to pay for your insurance ?

It's not unusual. I pay for my wife's insurance and my daughters. I don't insure a car at the moment but I'm named on both cars, so I just use whatever one is free.

[LostTraction]

LF5335 said:

LostTraction said:

I'll explain again, they never said the dd mandate form we recieved the first time had to be done as the dd details have been set up. We have no issue completing the DD mandate form if we actually got a chance to do so like were advised to complete on 18/10.

As for the previous comments, it has absoutely nothing to do with you as to who's paying for the insurance. Lets not deviate to irrelevant points which doesnt affect whether a car insurance is valid or not.

Ok get all stroppy then. I’m sure that will help.

You’ve got one real route now and that’s to the Ombudsman who will review everything you raise and make a decision on the back of that.

What do you expect when you've had to repeat yourself and recieve stupid questions that are irrelevant?

I intend to start that process when i recieve the call recordings.

[MustangGT]

LostTraction said:

I'll explain again, they never said the dd mandate form we recieved the first time had to be done as the dd details have been set up. We have no issue completing the DD mandate form if we actually got a chance to do so like were advised to complete on 18/10.

As for the previous comments, it has absoutely nothing to do with you as to who's paying for the insurance. Lets not deviate to irrelevant points which doesnt affect whether a car insurance is valid or not.

Have you considered that when your mate's bank was contacted they correctly refused the DD because your mate had not signed it?

[Jordie Barretts sock]

It isn't irrelevant if the DD is in someone else's name. If they don't have a signature from the account holder then the DD will fail when it gets to the bank.

You don't seem to understand that.

The insurance company have done nothing wrong here. They have asked for a signed DD. You haven't supplied that. Whose fault is that?