anyone got 1st central car insurance?

annei_2

Thanks Quentin, yes, I was planning to do that - I've diarised the 8 weeks they have to respond to my complaint and will escalate to the financial services ombudsman if no satisfactory response is received within that time. I was wondering whether anyone else had had any success with complaints on this matter either to 1st Central in the first instance or on escalation to FSO thereafter?

annei_2

Update - I've been on the phone with 1st central and the policy is now cancelled. Spoke to Amtul and although we weren't able to resolve the complaint she did at least sound as if she was reasonably well informed in company procedure and told me (that which I already know) they have 8 weeks to resolve the complaint and thereafter I can take it to FSO.

My argument is that not including DOC as standard is not common within the industry and therefore should be made clear at the point of sale. On the basis that it wasn't I object to paying the set up fee (apparantly the £50 is not a cancellation fee - they can only charge a cancellation fee after the first 14 days, but they get away with it by calling it a set up fee within the first 14 days) as I would never have accepted the quote had this been made clear to me at the point of sale. Her argument is that they are a low risk insurer and thus don't include DOC as standard and also that it is not an industry standard to include this on comprehensive policies "we are allowed to do this"!

I'll post further when my complaint is dealt with by their Customer Relations Team (they will send me an acknowledgement within 1 week and will make a decision on my claim within 8 weeks).

I'm just thankful that we weren't pulled in by the police on the occasions during those 13 days when I may have been DOC'ing and unwittingly uninsured and even more thankful that I haven't had to make a claim.

Thanks to Quentin for his response and in anticipation of any other members' responses and I just hope that this experience may stand as a warning to others.

rs65

Good luck.

The DOC and cancellation fee are both addressed in their FAQ's on their website.

Their is no industry standard about DOC.

cakeanddeath

I would just like to add my complaints about 1st central. They haven't done anything horrendous to me, but all I would say is they give relatively cheap quotes but you get what you pay for and there are hidden extra costs.

Issues:
- I couldn't buy the policy online and had to spend 20 minutes on the phone on an 0845 number to someone trying to sell me extras.
- Shortly after I took the policy out I got a letter saying that I had not declared a speeding fine. I have never had a speeding fine in my life! This was rectified when I rang up but was a nuisance at best and worrying at worst.
- When I changed car they charged a £30 'admin fee' on top of the significant extra charge they made to alter the policy. I have never had this with a car insurance company before.

I would not use this company again.

Rainbow22

Should have realised that most things are cheap for a reason. Insured with 1st Central in June, did not receive any paperwork clue1! then bought a car (December) for me to use all the time and daughter when home from university, went on website to get a number to ring, found they don't appear to insure 18 year olds clue 2!. Final clue when I rang up to cancel the policy and it cost me £2.04. Irony, madness, words fail. I would use this company only with extreme caution, actually I take that back don't bother.

jasonkenny

Wish I had researched them before using them! The 1st direct debit didn't go out (my fault I suppose although apparently I agreed to a date which I don't remember doing...) and they charged me £30 for it!

Called them today to pay the missed payment and the £30 fee, asked them to waive it but they just quoted the terms and conditions.

Going to complain to the financial services ombudsman..

1jim

I have used these on and off for a few years, never had a problem in fairness. The charges were clear for me to see in terms of cancellation and change of car etc, a lot of companies seem to have these and the level of charge didn't seek out of kilter with what others charge

The phone number, well that's easily got around by using saynoto0870

The documents, well those are stored in the secure section of their website, they don't post them, iirc this is stated on their site. Just reinsured with them again and had to call as the renewal quote hadn't arrived (?related to Christmas post), used a free phone number, nice guy on the end of the phone, quote was same as that found on the comparison site, set up over phone and they emailed certificate on insurance straight out.

I am in process of buying another car so will be changing details of car, am aware of the charge to amend policy as this was laid out online, having done price comparisons am aware of the likely cost to insure new car and having done some rough sums I have worked out that even with the admin fee it's still cheaper than other companies

I think you just need to read the paperwork etc and understand what you are buying...but that's the same with all insurance companies if you ask me

bagofchips

Thank you soooooo much for this thread. I was just about to hit the purchase button when i thought I would google the company for some proper background................I might have been saving a bit of money with them but reading all this it appears I would have been messed about something terrible!! I am now going with another company - Sheila's Wheels who I have been with for past 7 years with no problems at all. Reason I was switching was because 1st Central saving me £70 a year not a lot but still a saving..............would rather pay the extra for a decent insurance company

Thanks to the OP of this thread

Lily_tiger

I'm with 1st Central. Thought they were ok until I made a claim!! My daughter is in a wheelchair so have an adapted car. It was set fire to and 1st Central agreed to carry out £6700 of work rather than pay out £10000 and write the car off. That was six months ago and I still have no car. Estimated arrival time of parts is mid march, but this has been set back twice. They rarely update me. Finally had enough and rang today to say I can't cope any more. My daughter has been housebound for the last six months and can't possibly cope until march. She is terminally ill and has had no life to speak of for the last six months. I begged for them to offer us any kind of help but they inform me they are fulfilling their obligation and there's nothing more they need to do. I cannot even bare to ring them anymore, they disgust me!

1jim

Did you not get a courtesy car?
Not sure why they would pay more to write off a car when it's cheaper to fix, most insurers would work this way surely?
Parts delay likly to be down to garage, not really the insurers fault that parts aren't available, what car is it? What parts do you need? Have you tried to source the parts to see if they are out of stock? That's what I'd be doing