yes insurance/provident insurance bad experience

lm0503

I don't know if this is the appropriate board, or if my rant is even approrpriate or helpful to anyone else but hopefully it is.

I took out insurance with yes! insurance - it was the cheapest quote - in march. I had an accident on saturday 2nd august and called them to claim. They told me that the policy was with privident and put me through to them.


THIS IS MY LESSON THAT YOU GET WHAT YOU PAY FOR.

The insurance company told me i would not get a courtesy car until my car was collected and deemed repairable by the garage. I thought that was a bit tight but as my car seemed repairable I thought it'd be a couple of days. ( rely on my car to get to work and its a 30 min drive, and i work unsociable hours so i cant get public transport)

It took them four days to collect the car, and then two to decide it was a write-off. Not that they told me this, the garage did. They also told me that most insurers will only repair a car up to 90% of the value, but provident will only repair up to 50% of the value. So no courtesy car, but the garage said they'd contact me to settle.

I'm still waiting. I'm in a queue and apparently they're short staffed. Do i care?! I need the money to go and buy a new car! and in the mean time I can't get to work so i'm relying on friends or not working and losing pay. I called them AGAIN today and they said they would try to get in contact with me by the end of the week. Suely this is ridiculous?!

The garage told me they also deal with Churchill, who aim to settle in 5 working days. Other people have told me this is getting ridiculous. And I'm worried they will give me a really low offer for my car, they've been hopeless at everything else so far.

So i will not be taking insurance out with yes! or provident EVER AGAIN, and i would like to warn anyone who will listen against taking insurance out through them. The whole process has been unbelieveably stressful and the fact that i'm no nearer to getting my money isn't helping. Maybe they'll call at the end of the week...

Oscar_The_Grouch

Thanks for your post. This is the ideal place for you to "sound off" and I hope we can give you some decent advice.

The principles set out by the FSA for the handing of general isurance claims is in their handbook ICOBS 8. It's faily dull reading, but here is a link to it anyway:

http://fsahandbook.info/FSA/html/handbook/ICOBS/8

The main thing here is the rule ICOBS 8.1.1 which states:

An insurer must:
(1) handle claims promptly and fairly;

(2) provide reasonable guidance to help a policyholder make a claim and appropriate information on its progress;

(3) not unreasonably reject a claim (including by terminating or avoiding a policy); and

(4) settle claims promptly once settlement terms are agreed.


Covering each part in turn:
1.
It is generally held that "promptly" means within 5 working days. This timescale was actually a rule until the beginning of this year, but is now deemed to be guidance.

2.
The insurer should have given you guidance on what to do. For starters, if they have written off the car, they will need all your keys, the service history and the log book for the car, as well as the MOT. They also need to arrange for you to be able to collect any of your belongings from the vehicle and this includes the tax disc (you can get a refund on any full months of unused tax).

3.
Provided you have been honest with your insurers, they should be honest with you.

4.
Once they agree payment, they should send this promptly. Again, 5 working days is considered prompt. The problem is they will probably not settle until they have received all your documents.

I think we can safely say that if they are using the "we are short staffed" excuse, you have a justifiable complaint against them.

I suggest you phone them in the morning and speak to their Customer Relations Department. Explain your personal circumstances and the fact that their delay in dealing with this claim is now costing you money and ask them what they intend to do about it.

My personal recommendation is that when you do send them all the documents and keys, send them by Special Delivery. It will cost you a couple of pounds, but the letter will be handed from person to person and tracked for its entire journey from your post office to their post room. Also, keep photocopies of the documents so that if they do lose them, you can quote all the relevant reference numbers to DVLA if you need to get new papers made up.

Just remember, not all insurers are like this. Some of us (especially the ones that post on here in our own time) actually care.

All the best.

benson1999

I too had an accident in the wet on the 2nd of August 2008, and rang Yes insurance.They told me to ring Provident as they were the insurancers.Very poor attitude from the lady I spoke too.They said because the car sounds like a right off I would not get a hire car.Then I was given an unconditional offer of £2100 11 days later.You can imagine my disgust when the car in question I payed £3995 not 3 months before.I then had to send in documentation of other cars.Now on the 27th August 08, they have offered myself £2650.Now a month later still NO money, no CAR, and of course no help what so ever from Provident.In fact the worst insurance company I have ever been with.People beware, the cheapeset is not always the best.I wish I stuck with Taylor Price insurance.Lucky I have gap insurance for the rest or I would be car less and still owe finance.Mind you PROVIDENT, pull your finger out and sort mine and probably many other peoples claims.The other posting on here regarding Provident is so true.Power people rules.You have been warned,if you want good insurance for your car stay away from Provident. Thanks all. Regards.......

squidge60

yes insurance are PANTS.we have had problem after problem after problem .my oh had an minor accident and they have been the worst insurers ever.we only went with them as they were the cheapest never again .tbh i cant be bothered to go into how many times my oh rang and the promises they made that did not happen so peeps be warned......