Multi-car insurance query

queline

A few weeks ago, I took out a second car insurance with Churchill, both cars belong to me and I am the main policy holder of both. I phoned Churchill to arrange the insurance for the second car as I understood that you could get a multi-car discount. I asked for exactly the same cover as that of the other vehicle and admittedly was surprised to find that the premium was exactly the same, right down to the last penny. I have the maximum NCB on my first car by the way. I paid for the insurance then and there and was told that when I got the documents there would be a request for proof of NCB and she said that all I had to do was write back saying that they should refer to the policy for the first car which I did.

I then received a letter at the beginning of this week asking me to contact Churchill Customer Services as 'there is an issue with your insurance'. I did this straight away and spent my whole lunch hour doing it (and paying for the call) and was told that I could not have the NCB on the second car, was told this incorrectly and that I would have to pay an additional premium of £184, that amounts to more than double what I have already paid! I got rather angry about this and was being fobbed off so in the end I demanded to speak to a supervisor although it was like getting blood out of a stone just to get that far. He told me that I would have to pay the extra but I stuck to my guns and said I was not told at the time that I would not get the NCB on the second car and told what to do regarding providing proof of NCB (ie send the letter advising to refer to other policy). In the end this person said they would have to listen to the recording of my first call as they did not believe me and if it was true what this woman told me then she had made a mistake and even so I would still have to pay the extra. He said it would be up to 5 days before I heard any more as it would take time to listen to the recording. I haven't heard anything yet but wondered if anyone else has experienced this or if anyone can give me some advice as to where I stand if they do come back to me and say I have to pay the extra?

Sorry it's a bit long winded but thought it best to put all the details:mad:

dacouch

I made the mistake of working for a direct company for a few months, basically the people wo do the quotes have targets and get bonuses for converting people into quotes. They would often tell them literally anything to get them to take out cover. Once it was on cover it was a different department (Customer Services) that would have to sort the mess out as you have found. The quoter would still keep their commision and bonuses etc

Stand your ground, the girl who quoted you knew she was doing wrong as she knew you would get a letter asking for your no claims bonus thats why she mentioned it.

Churchill are part of Direct Line RBS, they might be trying to make up all their losses like this...(Allegedly)

queline

Thanks for that info dacouch

queline

If anyone is interested, I received a call from Churchill yesterday to say they have listened to the recording of the original call I made and will honour the premium already paid (didn't actually say it was her mistake though) and next year at renewal I will be given 2 years NCB on my 2nd vehicle. :rotfl:

dacouch

Thats good news