Duplicate document charge...GRRR

stevehard2handle

Hi, Ive taken out car insurance with AA back on 24th April.
Ive still not recieved my policy documents, so I rang them to find out where they were. They claim to have sent them and so I would have to pay £25 for duplicates to be sent out.
I asked for proof of postage, they said it was on their system. I asked for proof it was posted, not printed, they spoke to their manager, they said it would be half price for me, I said it wasnt good enough, they spoke to their manager again and said the same, so did I.
I asked to speak to their manager, there wasnt one available !!

Am I right that without proof of postage, they cannot prove I had the originals and so cannot charge for 'duplicates' ?....Anyone else had this problem?

raskazz

stevehard2handle wrote: »

Am I right that without proof of postage, they cannot prove I had the originals and so cannot charge for 'duplicates' ?....Anyone else had this problem?

No, they can charge as they see fit. They cannot 100% prove that they were sent, you cannot 100% prove that they weren't sent. As it will be an automated process the probability is that they were sent but lost in the post.

I think the fairness of the charge would be more dependent on when the documents were originally issued. If you left it, say, 3 or 4 months after this time before contacting the insurer it would be fair to charge IMO, as you should have expected the documents much sooner.

Common sense would tell you that it would be in their interest to send the documents free of charge in this instance to avoid a complaint, but rigidly apply the charges for any more copies in the future - so if you keep on at them I'm sure you will resolve it the problem.