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  • FIRST POST
    • Duchess Me
    • By Duchess Me 4th Dec 17, 6:06 PM
    • 6Posts
    • 3Thanks
    Duchess Me
    Insurance Cancelled due to Error
    • #1
    • 4th Dec 17, 6:06 PM
    Insurance Cancelled due to Error 4th Dec 17 at 6:06 PM
    Hi All,

    My husband arrangeed his insurance on line but unbeknown to him he had logged in inadvertantly using my details and bought a policy for his car under my name and became the named driver. Dont ask how he did this.....We sent of proof of no claims when request and then we had a short break away. We have come home to find the policy cancelled. We have spoken to the AA several times today to resolve, the policy has been cancelled and we have taken the charges on the chin, however the problem now lies in trying to get new insurance due to the 'cancellation' tag which he has to declare. The person from the AA simply suggested going with whoever but Direct Line wont insure. The AA are waiting on their underwriters to come back. Its making us seem as criminals when it was a simply error. How one earth do we get out of this endless loop? The lady at the AA even admitted that it happens a lot..... help please!
Page 1
    • Quentin
    • By Quentin 4th Dec 17, 6:18 PM
    • 34,593 Posts
    • 18,575 Thanks
    Quentin
    • #2
    • 4th Dec 17, 6:18 PM
    • #2
    • 4th Dec 17, 6:18 PM
    A cancelled policy is always bad news - it remains on your record for evermore and must normally be disclosed for evermore (though currently DL only ask if you had policy cancelled in last 5 years)


    Try a local broker (not Swinton) to see if they can help with a sympathetic insurer


    When unhappy with an insurer then your route is a formal complaint.


    You have nothing to lose by trying one to get this overturned - if you are unhappy with the reply you can escalate to the fos for their adjudication
    • lewishardwick
    • By lewishardwick 4th Dec 17, 7:00 PM
    • 521 Posts
    • 651 Thanks
    lewishardwick
    • #3
    • 4th Dec 17, 7:00 PM
    • #3
    • 4th Dec 17, 7:00 PM
    Have you had no correspondence from the insurer regarding the error? No email, letter, phone call?

    If it happens a lot (which may be the case) I can't see why they wouldn't try to contact. I'd be making a formal complaint, though that doesn't help you right now.
    • camelot1971
    • By camelot1971 4th Dec 17, 7:41 PM
    • 641 Posts
    • 1,005 Thanks
    camelot1971
    • #4
    • 4th Dec 17, 7:41 PM
    • #4
    • 4th Dec 17, 7:41 PM
    Hi All,

    My husband arrangeed his insurance on line but unbeknown to him he had logged in inadvertantly using my details and bought a policy for his car under my name and became the named driver. Dont ask how he did this.....We sent of proof of no claims when request and then we had a short break away. We have come home to find the policy cancelled. We have spoken to the AA several times today to resolve, the policy has been cancelled and we have taken the charges on the chin, however the problem now lies in trying to get new insurance due to the 'cancellation' tag which he has to declare. The person from the AA simply suggested going with whoever but Direct Line wont insure. The AA are waiting on their underwriters to come back. Its making us seem as criminals when it was a simply error. How one earth do we get out of this endless loop? The lady at the AA even admitted that it happens a lot..... help please!
    Originally posted by Duchess Me
    I'm sorry but I just don't understand how this can happen other than deliberately. You can't just blindly "log in" and use someone else's details "by mistake".
    • takman
    • By takman 4th Dec 17, 10:31 PM
    • 3,100 Posts
    • 2,689 Thanks
    takman
    • #5
    • 4th Dec 17, 10:31 PM
    • #5
    • 4th Dec 17, 10:31 PM
    I'm sorry but I just don't understand how this can happen other than deliberately. You can't just blindly "log in" and use someone else's details "by mistake".
    Originally posted by camelot1971
    That's what i was thinking, every time i have bought insurance online i have always been asked to confirm all the details are correct before submitting it. You also get an email almost instantly with the insurance certificate and just reading this alone would have flagged up the error.

    Its making us seem as criminals when it was a simply error. How one earth do we get out of this endless loop? The lady at the AA even admitted that it happens a lot..... help please!
    Originally posted by Duchess Me
    It may have been an error but he was very careless to not bother reading any of the information on the screen and any information on the insurance email to confirm it is all correct. Your lucky because he may have accidentally not taken out any insurance and would have been driving uninsured considering he didn't bother to check anything.
    • trailingspouse
    • By trailingspouse 5th Dec 17, 8:12 AM
    • 2,681 Posts
    • 4,249 Thanks
    trailingspouse
    • #6
    • 5th Dec 17, 8:12 AM
    • #6
    • 5th Dec 17, 8:12 AM
    Surely, if he took out a policy in your name, it's not him who's had a policy cancelled, but you?
    • Duchess Me
    • By Duchess Me 5th Dec 17, 6:35 PM
    • 6 Posts
    • 3 Thanks
    Duchess Me
    • #7
    • 5th Dec 17, 6:35 PM
    • #7
    • 5th Dec 17, 6:35 PM
    Thanks for your replies, i had thought that I was succicnt in my reply. Yes it is easy to have done it in error. No he didnt realise at the time. We were away on holiday when the letter came thru followed by a phone call from the AA. How wonderful you guys are never to make a mistake. I was requestng assistance as to whether the cancellation tag was permanent, not a judgement on a genuine accident. We both have vehicles and zero reason to try and defraud or in somehow not hold the correct insurance.

    Thank you Quentin for your helpful post. As I was talking to the lady from the AA she also admitted that they see this same issue a lot. Same from the person that spoke to my husband as well when trying to rectify the error. Their very casual approach to this has prompted me to check as due to an oversight we are now going to be penalised for ever and a day so it seems. I will write to the ombudsman.
    • Amst
    • By Amst 5th Dec 17, 6:51 PM
    • 90 Posts
    • 56 Thanks
    Amst
    • #8
    • 5th Dec 17, 6:51 PM
    • #8
    • 5th Dec 17, 6:51 PM
    It's quite disturbing how people seem to jump to the outcome of making a complaint. This wastes time for the insurer, especially when it appears the applicant made a genuine error - so what is to complain about!

    The AA can't doubly insure a car so what choice did they have but to cancel? How is that their fault?
    • Quentin
    • By Quentin 5th Dec 17, 8:44 PM
    • 34,593 Posts
    • 18,575 Thanks
    Quentin
    • #9
    • 5th Dec 17, 8:44 PM
    • #9
    • 5th Dec 17, 8:44 PM
    The op faces a lifetime of issues over what she sees as an unfair decision.

    A complaint is the (only) way forward
    • Quentin
    • By Quentin 5th Dec 17, 8:50 PM
    • 34,593 Posts
    • 18,575 Thanks
    Quentin
    ........I will write to the ombudsman.
    Originally posted by Duchess Me
    Before escalating to the FOS you must first follow the insurer's complaints procedure.

    Once you have their reply (or they ignore you for 8 weeks) and you are unhappy about the reply you can then escalate to the FOS
    • Duchess Me
    • By Duchess Me 6th Dec 17, 6:04 PM
    • 6 Posts
    • 3 Thanks
    Duchess Me
    Jesus - do any of you read the mail?

    Its not about the fact that it was cancelled. I have said that, and it was never in any doubt that we made the error. Its the fact that there is now a cancellation tag that will be on file for ever and a day that I take issue with...that we will always have to explain a one time error.

    Before you berate me - please read what I have said. I will escalate this, I have already complained to the AA and I will now follow their process, however given their remarks, I will need to go to the Ombudsman as they are just shrugging this off. Also the given the fact that they 'have this all the time'. Their words not mine. Makes me feel taht this is an unjust tag to penalise for ever and a day. d

    One person on this forum gave an unbiased reply. That was all I asked for. Do the rest of you just sit on here to troll forums?

    Actually dont bother replying..... I dont want or need your 'advise' or opinions, and I hope your on line experience is always wonderful, that you never make a mistake, the computer never says 'no' nor fall prey to any scams.
    • camelot1971
    • By camelot1971 6th Dec 17, 8:13 PM
    • 641 Posts
    • 1,005 Thanks
    camelot1971
    Jesus - do any of you read the mail?

    Its not about the fact that it was cancelled. I have said that, and it was never in any doubt that we made the error. Its the fact that there is now a cancellation tag that will be on file for ever and a day that I take issue with...that we will always have to explain a one time error.

    Before you berate me - please read what I have said. I will escalate this, I have already complained to the AA and I will now follow their process, however given their remarks, I will need to go to the Ombudsman as they are just shrugging this off. Also the given the fact that they 'have this all the time'. Their words not mine. Makes me feel taht this is an unjust tag to penalise for ever and a day. d

    One person on this forum gave an unbiased reply. That was all I asked for. Do the rest of you just sit on here to troll forums?

    Actually dont bother replying..... I dont want or need your 'advise' or opinions, and I hope your on line experience is always wonderful, that you never make a mistake, the computer never says 'no' nor fall prey to any scams.
    Originally posted by Duchess Me
    I must admit that no, I have never logged into someone elses insurance account and bought a policy in that persons name while thinking it was in my name. Mostly because it doesn't make any sense unless the person doing the buying can't read or wants to commit insurance fraud.
    • takman
    • By takman 6th Dec 17, 8:49 PM
    • 3,100 Posts
    • 2,689 Thanks
    takman
    Its not about the fact that it was cancelled. I have said that, and it was never in any doubt that we made the error. Its the fact that there is now a cancellation tag that will be on file for ever and a day that I take issue with...that we will always have to explain a one time error.
    Originally posted by Duchess Me
    There were many errors made and you need to understand what they were or it is likely to happen again. Firstly the wrong account was logged into which i accept can easily happen if details are stored. The next error was not reading any of the details on the insurance form, this is a big oversight but this is why you are asked to confirm the details. But the details were confirmed to be correct even though they were not and every time i have taken out insurance you have to confirm everything is correct.

    Then once the payment is processed an email arrives which contains the insurance certificate. This was the last error not checking the details on here, so nobody may have been insured at all.

    The fact that none of the details were checked even though there were multiple chances to do so is extremely negligent. This is why your insurance was cancelled because of negligence and not a simple error.
    You should be happy that this isn't being classed as fraudulent and they accept that it was an error.
    • Amst
    • By Amst 8th Dec 17, 6:59 PM
    • 90 Posts
    • 56 Thanks
    Amst
    Actually dont bother replying..... I dont want or need your 'advise' or opinions, and I hope your on line experience is always wonderful, that you never make a mistake, the computer never says 'no' nor fall prey to any scams.
    Originally posted by Duchess Me
    Advice*
    • Dandytf
    • By Dandytf 8th Dec 17, 8:48 PM
    • 1,031 Posts
    • 375 Thanks
    Dandytf
    I found another insurance company Jan17
    Though I since miss 90% of quotes due to 1 company cancelling my car insurance Jan17
    I don!!!8217;t enjoy the !!!8216;it!!!8217;s your fault; type quotes via mse forums.
    What I didn!!!8217;t notice with an online insuarnace application was 1 no fault claim from a few years earlier.
    Hope the mser!!!8217;s of this thread finds another provider!
    sc dmp 2012 13k
    Jan 2018 8840 paid. 60% approx.
    • csgohan4
    • By csgohan4 9th Dec 17, 9:46 AM
    • 4,298 Posts
    • 2,690 Thanks
    csgohan4
    Good luck with the appeal, however as the error is on your partner's part and not the insurers, I wouldn't hold my breath, they may rescind it as a good will gesture. Let us know how it goes.
    "It is prudent when shopping for something important, not to limit yourself to Pound land"
    • Duchess Me
    • By Duchess Me 24th Jan 18, 5:15 PM
    • 6 Posts
    • 3 Thanks
    Duchess Me
    Just wondered if you guys would be interested an update? I think that this vindicates myself and my husband in the allegations of cheating. that were bandied about and perhaps you all will be less harsh when a simple question is raised.

    Thank you for your email received 7 December. I was most concerned to hear of the issues you have experienced with your AA Motor Insurance Policy.

    I can see from your comments you are looking to try and understand the actions taken by The AA during the cancellation of a Motor Insurance Policy. I understand you are aware these actions could have long term implications on you obtaining insurance quotations going forward.

    I have investigated this matter and can see that when the policy was purchased online it was mistakenly set up in your wife's name with you as a named driver. When the proof of No Claims Discount was received in your name, you were advised it would need to be in the name of the policy holder. At this point it was established that you had made a mistake whilst purchasing the policy online and that the policy should be in your name. I understand you were advised this was a common error and The AA would be able to sort the issue.

    I can see that The AA suggested to rectify this issue we should cancel the policy and set another one up in your name to which you agreed. This was a suggestion of The AA and not a cancellation on your part, or a forced cancellation by the Insurer. Unfortunately the Adviser who processed the cancellation cancelled the policy in a way that made it look like this Policy was cancelled on request of the Insurer as we had not received documents they requested. This of course, is not the case.

    I have contacted our Further Actions team within our Insurance Department who have confirmed that in light of the error you should not need to advise that you have had an insurance policy cancelled for any reason. This cancellation was suggested by The AA and certainly should have no negative impact on your ability to purchase insurance going forward. I can assure you I have fed your comments back to the Line Manager of the Agent who closed your previous policy for internal review. Any corrective action or further training will be carried out if required.


    In considering the above, I am writing to confirm that I am upholding your complaint and I have arranged for the case to now be closed.
    • takman
    • By takman 24th Jan 18, 5:43 PM
    • 3,100 Posts
    • 2,689 Thanks
    takman
    Just wondered if you guys would be interested an update? I think that this vindicates myself and my husband in the allegations of cheating. that were bandied about and perhaps you all will be less harsh when a simple question is raised.
    Originally posted by Duchess Me
    Nobody in this thread mentioned anything about cheating so i'm not sure what you mean by that.

    I have investigated this matter and can see that when the policy was purchased online it was mistakenly set up in your wife's name with you as a named driver. When the proof of No Claims Discount was received in your name, you were advised it would need to be in the name of the policy holder. At this point it was established that you had made a mistake whilst purchasing the policy online and that the policy should be in your name. I understand you were advised this was a common error and The AA would be able to sort the issue.
    Originally posted by Duchess Me
    The majority of people pointed out that you had made a mistake which is confirmed in the reply you had from the AA.
    Luckily they had also made an error in marking it as a cancellation so you have got away with it.

    But like i said in my previous post you had several chances to check the details before you sent in proof of NCD. If you had actually read the details on the screen in front of you before clicking you agreed they were correct none of this would have happened. So i hope you accept this and pay more attention in the future because you may end up making a mistake which could cost you dearly. Imagine if you setup a policy where only one of you were insured and the other person had a crash with extensive damage that you couldn't afford to pay.

    Although, i will give you credit for updating the thread with an outcome as alot of people seem not to bother.
    • Heliflyguy
    • By Heliflyguy 25th Jan 18, 3:20 PM
    • 785 Posts
    • 369 Thanks
    Heliflyguy
    Nobody in this thread mentioned anything about cheating so i'm not sure what you mean by that
    Originally posted by takman
    Post 12 suggests insurance fraud as the OP can without doubt read and your good self also said "You should be happy that this isn't being classed as fraudulent" in post 13.

    Yet you berate the OP about not reading the details.

    The problem is it was a mistake, been there myself but guilty until proven innocent eh.

    Glad it worked out for you, it is incredibly stressful dealing with insurance issues.
    • Duchess Me
    • By Duchess Me 25th Jan 18, 4:55 PM
    • 6 Posts
    • 3 Thanks
    Duchess Me
    Thank you for taking the time to see the real issue....
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