Car Insurance Renewal Problems

Graham3_2

Last year I received a renewal notice from M & S about a week before it was due, but it was dated about 3 weeks earlier. There was an increase from £320 to £520 for no apparent reason. I phoned them to cancel as I could get it for less than £300 anyway, but I was told that they had already proceeded, the documents were printed and that the debit from my account was already set up. I was told there was nothing I could do to stop the process. After two more telephone calls to them and a call to my bank, it was only when I managed to talk to a sympathetic "adviser" that I was promised a refund and cancellation.
Prior to this I had used my debit card to pay my daughter's fee for her car insurance with them.
Earlier this month, she received a renewal notice from them and there was a significant increase. She phoned them to cancel and the "advisor" became argumentative, saying that she did not believe my daughter could get it any cheaper. She did get it cheaper and thought that was the end of it, until I was charged for the new premium. My daughter phoned M & S back to ask what they thought they were doing and was then told that they need proof that she has found new, cheaper insurance! I've been told by my bank that as the charge was by way of my debit card, that a refund can only be made by way of the goodwill of M & S. Urgent advice would be appreciated.

(Norwich Union are just as bad. They renewed my house & contents insurance last year, sending me a post-dated notice after it had happened. They won't get the chance this year.)

dacouch

This is not just Insurance...this is M&S Insurance!

dacouch

Ring M&S and ask for a superviser, advise them you have arranged another policy that runs concurrently with the old policy (I assume you have). Advise the superviser you rang to advise them to lapse the policy and want the policy lapsed as you instructed them to cancel.

If they refuse to cancel, advise them they should listen to the tape of the call. If they still refuse advise the superviser you wil request a copy of your entire file under the Dataprotection Act (It costs up to £10) and that this will clearly identify that you requested to lapse but that their employee was very unhelpful on the phone. Also advise them that if you have to go down this route you will advise te Financial Services Authority and the M&S Compiance Officer that you feel they have breached the FSA "Treating Customers Fairly" rules.

If you speak to a superviser this should sort the problem out (You may not even need to quote the above if you speak to a superviser)

Graham3_2

I spoke to a supervisor at M & S this morning. She said they had it on record that they left it for my daughter to ring back again to confirm she wanted to cancel it and she had not. They did promise to cancel and refund the whole cost on seeing the new insurance certificate. I'll accept this compromise in order to get my money back quick.

Thanks for the help.

Wutang_2

dacouch wrote: »

This is not just Insurance...this is M&S Insurance!

QUALITY!!!!

dacouch

I'm glad you got it sorted.

If you ever have problems with call centre staff it is often worth ringing and asking to speak to a superviser. Be polite and give them the details accurately and they can often sort hiccups like this out.

Rolandtheroadie

Why have they any right to see the new insurance policy? It has absolutely nothing to do with them whatsoever.

ijgreer

scotsman4th wrote: »

Why have they any right to see the new insurance policy? It has absolutely nothing to do with them whatsoever.

Unfortunately it has everything to do with them. They need to see proof that the car was covered from the same date the previous one lapsed.

This stops people from driving uninsured for a couple of days until they get round to taking out their new cheaper policy.