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Ecar/Southern Rock/Eldon Insurance Incompetence!!!
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# 21
dacouch
Old 14-04-2010, 11:06 PM
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That's good news that they have finally realised you have a valid claim.

You may find this helpful from the Ombudsman

15. loss of use and courtesy cars

Usually the policyholder is entitled to a courtesy car only where the policy specifically provides for it. Even where the policy does provide for a courtesy car, this will usually be in limited circumstances (for example, whilst repairs are carried out by a repairer approved by the insurer) that do not apply where a vehicle is "written-off". This often comes as a surprise and disappointment to the policyholder.

Usually we only award the policyholder compensation for loss of use of the vehicle where the insurer unreasonably delays, or wrongly declines, the claim. Exceptionally, we may say that the insurer should compensate the policyholder for loss of use where:

the insurer’s overall presentation of the policy gave the consumer a legitimate expectation that a courtesy car (or compensation for loss of use) would be provided; or
the claim was badly administered (for example, the insurer initially took the car to be repaired, delayed several weeks and then decided it was a "write-off" after all).
Where we consider it fair for the insurer to compensate the policyholder for loss of use:

If the policyholder hired a car for this period, we might require the insurer to refund the hire-car charges (plus interest).
If the policyholder did not hire a car, we might require the insurer to pay compensation for other reasonable transport expenses incurred plus inconvenience caused by lack of a car.
If we award compensation for inconvenience caused by lack of a car, we tend to award around £10 per day, if it had a material effect on the policyholder, and depending on the individual circumstances – for example, whether the policyholder had "free" access to another vehicle, availability of public transport etc.

http://www.financial-ombudsman.org.u...valuation.html

In the circumstances I would be asking the Insurers to make a payment to you on the above basis or at the least a percentage of it to cover the inconvenience THEY have caused
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# 22
mazybel
Old 19-04-2010, 11:36 AM
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still not heard from insurance ,however ,at long last, they have returned my log book, directly from DVLA . I presume they lost original i sent ,no cover letter with it though. Thanks for above ,your advice is greatly appreciated .
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# 23
joelaboss
Old 22-04-2010, 5:00 AM
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My car was stolen on the 13th June 2009 from outside my friend’s house, I did the normal course of action. i.e phone the police the moment I noticed. The police did their usual absolutely no investigation and dished out a crime number etc. The following morning I contacted my supposedly insurance company, (I was insured with ecar insurance who are underwritten by Southern Rock and claim is handled by Eldon Insurance ltd near Newcastle), I passed all the requested details including crime number and incident number. The lady I spoke to asked me to send my keys, V5, insurance certificate, MOT, service history,finance agreement and driving license to them which I duly did the following monday (15th of June 2009). I ask the lady if the documents and keys will be safe by post and she said yes if sent them via recorded delivery. Unfortunately for me, I had my service book and MOT in the car not to mention my laptop, dissertation work, cheque book and 1100 pounds.

The following monday (15th June 2009), I went to BMW to retrieve a service record for my car which they did provide by using the car keys to pull up the record. I also contacted the dealer from which i bought the car who gave me a number to contact to get the MOT. Two days after i was called from insurance company that they received the documents without they keys and the license of the other named driver on the policy. I argued about sending the keys and said I was not told to send the license of the other driver which I promised to do the next day. Initially I thought the guy was unserious of them not receiving the keys, so I ignored and made sure i sent what was left (the license of the other driver). I left it another week before contacting them again for an update, this time i was told that they are still waiting to receive the keys. At this point i figured out that these guys were up to something funny. We argued on several occasions that at a point I decided to contact Royal mail about the matter. They asked me to fill and send to them a lost item form which i did immediately. It took weeks to here from RM who suggested I claim for the keys by producing my receipt. At this point I noticed I had misplaced my receipt. I phoned royal mail to let them know the claim on my car is much more important to a claim for the keys. I expected them to be able to pull up the weight of the parcel using the tracking number they provided, all my effort was frustrated by royal mail.

I kept on calling my insurer who arrange an investigation from a company named RGI to meet and question me. A guy from RGI came, asked me questions for which I had answers to. After several weeks of waiting to hear from my insurer, I called again and was told they were still waiting to hear from RGI. I immediately called RGI and was told they had sent a report to my insurer. I phoned my insurer afterwards and was told the report may have arrived that it usually takes up to 2 weeks to process. A week later I contacted lawyer who took 160 pounds for consultation and file opening but did nothing about my case. I was out one day and received a call from a guy who said he was from the anti fraud department of Eldon insurance. We arranged to meet the following day at my place. We met and went through the whole story again, I believe they were looking for inconsistencies in my story, but unfortunately they did not find any. They concluded that I may have arranged my car to be stolen following a previous claim I made in December 2008 when I was hit on my drivers side by a DHL truck for which they did not even help until I referred the matter to financial ombudsman to handle. They left that day reminding me of the keys, I told them they have my keys and should follow up with RM. The guy called me same day saying “I have good news for you” that he went to RM and there is hope for me. At this point I thought my problem was over.

I waited again forever, still I did not hear from them. I called again and was told the person in charge of my case was not available. After a while on the same day, I was called back with issues regarding the tint on my car and change of my job. Most times, they complained about the value of the car saying it was expensive and they needed more time to investigate the matter. I got advice from a friend who suggested I contact my local MP to help in this matter, but all my effort still did not help. By January this year I traveled to the states for a course from where I am writing this story. Prior to my trip I contacted an insurance broker who recommended a specialist on matters like this to help me.

After many weeks my insurer sent me an email on March 16th 2010 saying the loss has not taken place as I described and will not be able to offer any financial assistance to me because I did not provide the keys,. Secondly, that they got a report of the keys being used on the car at a different time from what I stated, and that I also told them a member of the metropolitan police came and saw me with the keys. These guys gave several excuses to delay me for 9 months and finally concluded as mentioned above. I really appreciate the comments I have seen on this forum, at least this will give any judge an insight on what these guys do in the practice of rendering financial services to their customers. They want to eat their cake and have it.

Please any help will be useful in fighting this battle.

Thanks
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# 24
dacouch
Old 22-04-2010, 7:01 AM
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How old is the car and what model is it?

Some modern cars computers can tell when the keys were last used which could help you which is the reason for my question. This could help your case
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# 25
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Old 22-04-2010, 7:18 AM
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If I bought the cheapest food I wouldn't expect it to taste amazing. If I bought a cheap television I wouldn't expect the sound or picture quality to be superb. If I bought cheapest clothes I wouldn't expect them to last.

Exactly what do people expect from the cheapest insurance they can find?
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# 26
custardy
Old 22-04-2010, 2:14 PM
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with something so important i cant understand why you didnt use special delivery
Honesty,integrity,self sufficiency.
Seems I'm in the minority on this.
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# 27
joelaboss
Old 22-04-2010, 7:08 PM
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The car is a 2005 BMW 3 Series. I had no idea of special delivery, moreover, I thought recorded delivery was the best option. To be honest, I never heard of special delivery until this mess happened.

Cheap food is bad food.
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# 28
dacouch
Old 22-04-2010, 7:18 PM
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Ask the dealer or perferably head office whether the vehicle computer will register when the key was last used and which key was used.

I know some high end Audi's have it as one of my clients used this in a case.

If the computer can confirm this it may help your case.

What are the actual circumstances of your claim eg was the car recovered and if so are there any signs of how they stole it eg damage to ignition barrel etc etc
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# 29
joelaboss
Old 22-04-2010, 11:33 PM
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The car has not been recovered till date.
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# 30
mazybel
Old 10-05-2010, 3:21 PM
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Well i received letter from eldon insurance ,(dated 25th march but it did not arrive until 7th april ) , informing me that they are dealing with claim , .No acknowledgement of complaint letter , however i have received three phone calls today asking/telling me to contact engineers re: repairs to car ,also if i am continuing with claim . !!!
Since telephone conversation I now feel totally confused ,have a banging head-ache and feel as though i am completely ignorant in just about everything ,having been told at least twice that ' i do not understand ' .All i was requesting that rather than have to discuss situation on telephone( as this appears how problem originally occurred) would they communicate via letter
Unfortunately, eldon informed , they cannot reply by post as it will be 2nd class mail and would take 5 days to arrive !! mmmm I then realised they only have 8 days left to reply to my complaint , hence 3 phone calls telling me it is urgent i make a decision on how claim is to be dealt with.
I have requested , again , for any communication to be written ,although i am unsure if i have done the right thing by refusing to have any more discussion via phone !?? any advice please.
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# 31
andypa38
Old 25-04-2012, 4:17 PM
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Default Brightside group 9 times insurance scammers

Quote:
Originally Posted by 261_p View Post
Ok stand by for ranting!!!
My car was stolen about 6-7 weeks ago from outside my house, I did the normal course of action. i.e phone the police and insurance company.
The police did their usual absolutely no investigation and dished out a crime number etc. a day later the car was found trashed and was recovered by a company on behalf of the police.
passed all the details onto the insurance company, (I was insured with ecar insurance who are underwritten by Southern Rock and claim is handled by Eldon Insurance ltd based near newcastle), including crime number, incident number, name of officer who was dealing and the police station(Partick Police in Glasgow) phone number.
After about 4 days I phoned eldon insurance and after a 20 minute hold i got through to someone and asked for an update about the claim, was told that the car had been taken from the police recovery company to a garage used by the insurance company. They asked me to send my keys, V5, insurance docs and driving licence to them which i duly did the next day.
I left it another week before contacting them again for an update, this time i was told that they had been trying to contact Partick Police to confirm the crime number but "they couldn't get through to the station" . this seeming a pretty lame excuse i checked that they had the correct phone number (i used it several times to contact the police in the 24hrs after the car was stolen and got straight through to them every time....)
which they did. i told them that i wasnt happy that they hadnt managed to progress any further than when i last spoke to them and then left it at that saying i'd phone back in another week.
1 week later i phoine Eldon back, and again i'm given the exact same excuse as last time!! they still cant got hold of the police. rubbish!!!!
I hang up in a temper before i lose my rag over the phone, dial 118118, ask for partick police station and am given a number for Strathclyde control room, PArtcik coimes under there area, phone the cotrol centre and get straight through to a police office rwho tells me that the insurance need to write to them and ask for a copy of the police report. ok fine. i ring Eldon back and pass this on to them along with the address and phone number of who to contact at Strathclyde! The fact that i managed to acquire this info in less than 90 seconds, through 2 simple phone calls and the tiny tiny tiniest bit of initiative left me feeling pretty annoyed to say the least that these incompent a-holes at Eldon couldnt manage it in 2 weeks of trying!
a few days later i get a letter from eldon asking me to sign a form grantin g them permission to see the police report along with a letter saying that it might take 6 weeks for them to got the info from the police. i sign the forms and return them first class the next day.
Well that was between 3 and 4 weeks ago, this morning i have rung them again and was told that they only sent the request to the police 10 days ago so it might be another month for a reply and then god only knows how long before they make a decision about my case. all this for a car that was only worth £2000!
All the while i'm left with a daily 75 mile round trip to work and no car! oh btw i wasnt intitled to a courtesy car becasue that only happens if they decide to repair mine....!
I am writing a complaint letter to their MD and then i'm going to the financial ombudsman if that doesnt work!!!
Arghhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhh!!!! !!!!!
Eldon Insurance Services is part of the Brightside Group PLC - look them up ,they own e-car please see reviews on ecar, they work on p-rofit from cancellation fees with a 25% cancellation rate. They do not look to insure, they are not underwriters, they look to take your money & then work on a provoked cancellation system. there are 1000,s of negative review on this company. The BBC are looking to feature them on a program called The Legalizer, Trading Standards are examining them & they are banned in Australia. Please for the love of God do not use them. AVOID!!!!!!!!!!!!!!!
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# 32
raskazz
Old 25-04-2012, 7:45 PM
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Quote:
Originally Posted by andypa38 View Post
Eldon Insurance Services is part of the Brightside Group PLC - look them up ,they own e-car please see reviews on ecar, they work on p-rofit from cancellation fees with a 25% cancellation rate. They do not look to insure, they are not underwriters, they look to take your money & then work on a provoked cancellation system.
That is quite a strong accusation unless you have any evidence to back it up. In my opinion having dealt with Brightside Group in a professional capacity (not as an employee) is that the cancellation rate is not a targeted performance indicator but is merely a byproduct of their very stringent policy validation and counter-fraud processes.

Quote:
Originally Posted by andypa38 View Post
there are 1000,s of negative review on this company.
There are thousands of negative reviews of most motor insurers online, as mont people will only devote their time to writing a review as a reaction to either poor service or perceived unfairness.

Quote:
Originally Posted by andypa38 View Post
The BBC are looking to feature them on a program called The Legalizer, Trading Standards are examining them & they are banned in Australia. Please for the love of God do not use them. AVOID!!!!!!!!!!!!!!!
Are they banned in Australia? Have you got a link to confirm this with the reasons why?

This link appears to show that they were not "banned" but withdrew from the market of their own volition - two completely different circumstances:

http://www.insurancenews.com.au/corp...in-egroup-exit

Last edited by raskazz; 25-04-2012 at 7:48 PM.
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# 33
andypa38
Old 29-04-2012, 12:46 PM
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Quote:
Originally Posted by 261_p View Post
Ok stand by for ranting!!!
My car was stolen about 6-7 weeks ago from outside my house, I did the normal course of action. i.e phone the police and insurance company.
The police did their usual absolutely no investigation and dished out a crime number etc. a day later the car was found trashed and was recovered by a company on behalf of the police.
passed all the details onto the insurance company, (I was insured with ecar insurance who are underwritten by Southern Rock and claim is handled by Eldon Insurance ltd based near newcastle), including crime number, incident number, name of officer who was dealing and the police station(Partick Police in Glasgow) phone number.
After about 4 days I phoned eldon insurance and after a 20 minute hold i got through to someone and asked for an update about the claim, was told that the car had been taken from the police recovery company to a garage used by the insurance company. They asked me to send my keys, V5, insurance docs and driving licence to them which i duly did the next day.
I left it another week before contacting them again for an update, this time i was told that they had been trying to contact Partick Police to confirm the crime number but "they couldn't get through to the station" . this seeming a pretty lame excuse i checked that they had the correct phone number (i used it several times to contact the police in the 24hrs after the car was stolen and got straight through to them every time....)
which they did. i told them that i wasnt happy that they hadnt managed to progress any further than when i last spoke to them and then left it at that saying i'd phone back in another week.
1 week later i phoine Eldon back, and again i'm given the exact same excuse as last time!! they still cant got hold of the police. rubbish!!!!
I hang up in a temper before i lose my rag over the phone, dial 118118, ask for partick police station and am given a number for Strathclyde control room, PArtcik coimes under there area, phone the cotrol centre and get straight through to a police office rwho tells me that the insurance need to write to them and ask for a copy of the police report. ok fine. i ring Eldon back and pass this on to them along with the address and phone number of who to contact at Strathclyde! The fact that i managed to acquire this info in less than 90 seconds, through 2 simple phone calls and the tiny tiny tiniest bit of initiative left me feeling pretty annoyed to say the least that these incompent a-holes at Eldon couldnt manage it in 2 weeks of trying!
a few days later i get a letter from eldon asking me to sign a form grantin g them permission to see the police report along with a letter saying that it might take 6 weeks for them to got the info from the police. i sign the forms and return them first class the next day.
Well that was between 3 and 4 weeks ago, this morning i have rung them again and was told that they only sent the request to the police 10 days ago so it might be another month for a reply and then god only knows how long before they make a decision about my case. all this for a car that was only worth £2000!
All the while i'm left with a daily 75 mile round trip to work and no car! oh btw i wasnt intitled to a courtesy car becasue that only happens if they decide to repair mine....!
I am writing a complaint letter to their MD and then i'm going to the financial ombudsman if that doesnt work!!!
Arghhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhh!!!! !!!!!
Dear Rt Hon Theresa May MP

A very serious issue and fraud against the British public, please read:

Ecar is a part of the Brightside Group PLC which has 8 different insurance divisions. They are not an underwriter and have no internal ability to underwrite this aspect is all done with external companies with customers often finding themselves having a great deal of problems should a claim arise as the actual insurance of the clients properties does not appear to be the priority on this organisations operation, taking the monies from customers via very low quotes received from moneysupermarket operations appears to be the skill they are inherently applying.

They then request a copy of the clients driving license which is unheard of in the insurance operation as these details can be obtained via a database which all insurers have access to. The BBC did an article on them 10/11/11 stating they have “The British Insurance Brokers' Association called Ecar's refusal rate "very high", saying the market rate was much lower. “

“But the British Insurance Brokers' Association (BIBA) told 5 live that Ecar's refusal rate was out of step with the rest of the industry.
"A 25% cancellation rate is very high and we don't know why that is but the market would not have a rate that high across the board," said Graeme Trudgill, from BIBA.
"It is disappointing that so many customers are having their applications cancelled and we would urge everyone to do all they can to ensure applications are valid and no-one is going uninsured."
James Daley, editor of Which? Money agreed that Ecar's methods are not standard industry practice.”
Ecar was banned in Australia for its practises, it uses many ploys and relies heavily on profit via cancellation fees stating for one that this drivers license which is an unnecessary technicality has not been sent by the client.
They operate an 0906 telephone number at a rate of £1.02 per minute which apparently keeps you on hold for around 5 minutes then cuts you off.
If they can find any discrepancy in the information you have provided they hike your insurance premium by an extortion amount and get what they wish which is a “provoked cancellation” with outrageous cancellation fees.
The BBC have been in touch with me please find e-mail:

Subject: BBC1 - The Legalizer

Dear Andrew,

I am contacting you regarding ECar insurance. We are currently researching a piece on this for a new consumer affairs show we are producing for BBC1.

It would be great to be in touch with you. Do e-mail me: thelegalizer@fulcrumtv.com or call me on 020 3372 8521.

I look forward to hearing from you.

Many thanks,
Alexandra
This company is based offshore in Gibraltar and is a £100,000,000 a year operation, it is not the only one but it is probably the most prolific.
They have realised with me seeing as I have spent over 200 hours dealing with them in various respects and reported the transaction on my credit card as being to a fraudulent company, I quote as a gesture of goodwill they refunded me my money and have come begging to me to drop the matter which I will not. This is a direct attack on the British lower classes and is likely to cause people to break the laws of the roads because the money they have lost via the Brightside Group would be the money they required to legalise their car & having their money stolen on technicalities or alleged postal misdemeanour’s may well leave them in the position of not having the funds to insure their car as they were attempting to do.
I will be pursuing the matter at length and I ask you as my member of parliament to take the matter further than the Trading Standards.
An operation banned in Australia now operating illegally or corruptly and very profitably in the UK should be a chief issue with yourself as a representative of the population of this country.
I can send all the links to this operation via e-mail should you need them. I ask you once again to take this matter a great deal higher than Trading Standards and ban the operation of companies preying on those whom they think are least able to defend their selves that is people who are attempting to save every penny using price comparison sites to legalise their selves and being viciously ripped off in the process.
I will do my up-most to assist you with this matter should you require it. I intend to push this matter to its final conclusion which is closure of this illegal operation as Australia rightly did so, those who should be responsible for said closure in failing to do so I intend to hold responsible.
I hope you will treat this matter with the urgency and importance it deserves.
Regards
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# 34
andypa38
Old 29-04-2012, 1:20 PM
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Default Ecar evan ebike einsurance ehome is a scam

Quote:
Originally Posted by mazybel View Post
My daughter is now experiencing similar problems with ecar . After having her home burgled 31/12/09 (,contacts police,makes statement) in which she disturbs robbers ,who dropped knife as they fled)2wks later she has car stolen from outside her home .she reported car theft to police who linked the 2 crimes ,up until car theft she was unaware spare key had gone ,she relayed all this info to insurance ,sent off key and docs .A month later13/2/10 she was overjoyed ,police had found car damaged alloys ,side door dent,,it was taken to pound ,later ecar removed car to peoples garage where it has remained untouched! PROBLEM ecar informed her(after she rang them on friday to enquire when she could pick car up) it was a disclaimer,that she had not told them about missing key and she should have changed locks when key was stolen !! !! also they had left info on voice mail informing her of disclaimer!,(which she never received) Having only recently passed test and only had car 7wks ,insurance £1100 (6yr old KA) she is devastated , being a victim yet again. any advice welcome.
Dear Rt Hon Theresa May MP

A very serious issue and fraud against the British public, please read:

Ecar is a part of the Brightside Group PLC which has 8 different insurance divisions. They are not an underwriter and have no internal ability to underwrite this aspect is all done with external companies with customers often finding themselves having a great deal of problems should a claim arise as the actual insurance of the clients properties does not appear to be the priority on this organisations operation, taking the monies from customers via very low quotes received from moneysupermarket operations appears to be the skill they are inherently applying.

They then request a copy of the clients driving license which is unheard of in the insurance operation as these details can be obtained via a database which all insurers have access to. The BBC did an article on them 10/11/11 stating they have “The British Insurance Brokers' Association called Ecar's refusal rate "very high", saying the market rate was much lower. “

“But the British Insurance Brokers' Association (BIBA) told 5 live that Ecar's refusal rate was out of step with the rest of the industry.
"A 25% cancellation rate is very high and we don't know why that is but the market would not have a rate that high across the board," said Graeme Trudgill, from BIBA.
"It is disappointing that so many customers are having their applications cancelled and we would urge everyone to do all they can to ensure applications are valid and no-one is going uninsured."
James Daley, editor of Which? Money agreed that Ecar's methods are not standard industry practice.”
Ecar was banned in Australia for its practises, it uses many ploys and relies heavily on profit via cancellation fees stating for one that this drivers license which is an unnecessary technicality has not been sent by the client.
They operate an 0906 telephone number at a rate of £1.02 per minute which apparently keeps you on hold for around 5 minutes then cuts you off.
If they can find any discrepancy in the information you have provided they hike your insurance premium by an extortion amount and get what they wish which is a “provoked cancellation” with outrageous cancellation fees.
The BBC have been in touch with me please find e-mail:

Subject: BBC1 - The Legalizer

Dear Andrew,

I am contacting you regarding ECar insurance. We are currently researching a piece on this for a new consumer affairs show we are producing for BBC1.

It would be great to be in touch with you. Do e-mail me: thelegalizer@fulcrumtv.com or call me on 020 3372 8521.

I look forward to hearing from you.

Many thanks,
Alexandra
This company is based offshore in Gibraltar and is a £100,000,000 a year operation, it is not the only one but it is probably the most prolific.
They have realised with me seeing as I have spent over 200 hours dealing with them in various respects and reported the transaction on my credit card as being to a fraudulent company, I quote as a gesture of goodwill they refunded me my money and have come begging to me to drop the matter which I will not. This is a direct attack on the British lower classes and is likely to cause people to break the laws of the roads because the money they have lost via the Brightside Group would be the money they required to legalise their car & having their money stolen on technicalities or alleged postal misdemeanour’s may well leave them in the position of not having the funds to insure their car as they were attempting to do.
I will be pursuing the matter at length and I ask you as my member of parliament to take the matter further than the Trading Standards.
An operation banned in Australia now operating illegally or corruptly and very profitably in the UK should be a chief issue with yourself as a representative of the population of this country.
I can send all the links to this operation via e-mail should you need them. I ask you once again to take this matter a great deal higher than Trading Standards and ban the operation of companies preying on those whom they think are least able to defend their selves that is people who are attempting to save every penny using price comparison sites to legalise their selves and being viciously ripped off in the process.
I will do my up-most to assist you with this matter should you require it. I intend to push this matter to its final conclusion which is closure of this illegal operation as Australia rightly did so, those who should be responsible for said closure in failing to do so I intend to hold responsible.
I hope you will treat this matter with the urgency and importance it deserves.
Regards
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# 35
adeeley1
Old 20-09-2012, 1:10 PM
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Hi, I have been having a problem with Eldon too. I bought a CAR Insurance policy in May, the car was subsequently stolen in June from outside my house. Im still awaiting payment as they have had to wait for Police reports etc. Have rung earlier in the week and was told that Police report has been received but wont be reviewed until later in the week (as they had some people off sick!!). |Rang again today anf they said it was reviewed by the handler but has now gone to the Manager for another review, which seems a bit long winded. It has been nearly 3 months now and I havent received payment. The Car was stolen on June 23rd and recovered the next day but was officially classed as a Cat C write off. I have subsequently bought a new car (Mondeo) which is similar to the Vectra I had stolen (in fact its a lower Insurance class). On changing the details for my current policy, they are charging me £156 extra for the duration of the policy. Is this due to my claim or purely change of vehicle? And should I really wait this long for a payout?
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