Insurance fob off!!!

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Insurance fob off!!!

Yammy

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Nov 13, 2015
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Hello folks. Just wondering if anyone can shed some light on this for me. I took a policy out last week on my ulysse and I have no idea why but it was cheaper for my wife to have it in her name. Long story short. I transferred my NCB to my wife which the insurance company said we could do and to confirm we questioned it again and they said 100% ok. So I paid the deposit and happy days all done....but I received a letter today saying they were cancelling the policy!!! When we spoke to them on the phone they now say that the NCB can't be transferred and as I was reassured twice that I could by them I have asked them to listen to the conversation which clearly states they said they can. Now they want a cancelation fee even tho I'm not cancelling the policy and they want me to pay £10 to listen to the conversation!!! And it's going to take 3 days for them to get to listen to it. Does anyone have any advice? Where do I stand?
Thanks in advance folks.
 
Who's the insurer?

What they're asking in completely unreasonable. Ask them if they've noted this as an expression of dissatisfaction (as required by the FCA), and now as a reportable complaint as they cannot resolve within 1 working day.

What they're doing is completely unreasonable, and depending upon where they go from here the next step will be to make an official complaint to the FCA. Make them aware that you'll be doing this should they not resolve satisfactorily, as threat of this will hopefully cause them to see sense, as any complaints the FCA have to get involved on will cost the insurer £550 regardless of the outcome.
 
I'd argue with them that they're in breach of contract. You made it abundantly clear that the contract was agreed upon, based on the fact that NCB was transferable, and you would not have agreed to the policy/contract with them otherwise. I'd also see whether you could get them to pay for the £10, as you shouldn't really have to pay to rectify a mistake on their part.
Failing that something like misrepresentation, be it negligent, or whatever. The fact you quizzed it shows ample attempts on your part to establish facts. Also, per Which?,

"Under the FCA Handbook of Rules and Guidance, insurance companies must communicate information to you which is clear, fair and not misleading."

Only thing is; they've probably got a contract clause allowing them to cancel the policy if information is different or something to what they've been told. Recordings may be useful.

Maybe run through official complaints procedure. Or FCA/FOS if it's not resolved to your satisfaction.

It might be worth giving the Citizen's Advice Consumer specialist line a ring; 03454 04 05 06. Don't ring the other number - this is the one you'll want, not their general line if you decide to.


Seriously, do nothing more over the phone with them. Paper trails all the way.
 
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Over the phone will be fine, and the quickest method, but OP must keep a personal paper audit of names and times of everyone they speak to and what they've discussed.

Quickest yes. Harder for him to prove, yes.

I work at a CAB, and we tell all client's with customer disputes to try wherever possible to use a written form of communication once a dispute reaches a point. Already demonstrated because of the £10 fee to hear his own voice played back.

If calls though, you're right, get names. (y)(y)
 
I work at a CAB, and we tell all client's with customer disputes to try wherever possible to use a written form of communication once a dispute reaches a point. Already demonstrated because of the £10 fee to hear his own voice played back.

And OP still hasn't come back to advise what this £10 is for yet. This is most likely for a copy to be supplied to the customer, not a charge for the company to listen to it.

If FCA/FOS get involved then what I've put above will be enough to give to them and the rest will then have to be provided by the insurance company.

OP has asked for some advise after first point of contact regarding the issue in hand so far, you're giving advise on what action to take if OP has already tried countless times to get this issue resolved imo.
 
In addition to the good advice about keeping names and times, I'd also suggest keeping notes of which telephone numbers you've called in on. Might sound daft but if it drags out and you've called from work or mobile or land line you may not remember.

Call recording programs can allow you to search for a call from a specific number, when a centre gets 1000s of calls a day over several different channels it can be the fastest way to search. If you have been misadvised then it is in their interest to sort it quickly.

I'm interested to know what the £10 is for as well, as I know my employer charges £10 for a written transcript of a call recording (they regard it as an FOI request). Actually getting a call listened to on your behalf is free.
 
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