egroup-insurance help

Mooey65

Am having big problems with Evan there trying to say that I have chosen for my policy to lapse when I have not.


My Email
I have a policy with you and when I changed over my vehicle I was sent an email saying that my policy will only continue till June, I do not want my policy to be cancelled I want to keep it going month by month. Also I tried changing the vehicle back as of Monday I will be using my old van due to an engine fault with the new van so i have decided to keep my old one. when I tried to change the policy back today it wouldn't let me do it, it said the i had chosen for the policy to lapse. I don't understand this as I am in credit with my account. all I want to do is change my policy back to my old van. I was charged £48.34 on the spot amendments to change the vehicle from the 15th.

I would be great full if you could get back to me as soon as possible as i am not able to drive my vehicle. if its possible i would like to speak to someone over the phone as it would make things so much easier for me, so if you could call me any time on 07********
Thanks

Their email
Thank you for your email.
I can advise as we are an internet based company, our preferred method of communication. I can advise you have set your policy to lapse as of 13/06/09. I can advise this is irreversible. Your policy will finish on 16/06/09 at 00:15.
If you need insurance after this time, you will need to take out a new policy.

My email
I do not understand what lapsed means, I have not in anyway said I would like to end my policy, why would i do that when i am due another no claims bonus on the 13/7/09. i have an email from evan stating that I can change a vehicle and it will not effect my policy, all i would like to do is change back to the escort van which was my original vehicle on the policy due to an engine fault on the new vehicle which I have already explained. I do not understand why you are ending my policy I have paid all my payments on time and you have no reason to that. I will be loosing out on 1 years no claims if you end my policy a month early. this is very unfair towards me. and the lapse (whatever this means) was not an option that i chose on the internet, i amended the vehicle that was all. I do not understand the problem for me to change my policy back. really it would be ideal if you could speak to me over the phone as i am waiting along time to receive replys to my emails and i need insurance on my vehicle as soon as possible without starting up a new policy.
thanks

Their email
Thank you for your email.
You made the change of vehicle, so that the Volkswagen Transporter was covered. You then also clicked "Request Policy To Lapse". You would have been shown a pop up box which would have advised if you confirm this action your policy will end as of the next renewal date, you also would have been advised it is irreversible.
As previously advised we cannot reverse the lapsing of your policy, the policy will finish on 13/06/09, if you need insurance for you van after this time you will need to take out a new policy online.

My email
I amended the vehicle to the vw transporter, it hen clicked next and it told me that my new monthly payments would be £67 there a bouts and that my new payments would start on the 13/6/09 not that they would end. i have proof of this confirming my policy was changed and my payments will change, there was no pop up box explaining that i had chosen for my policy to end. i was assured that there would not be any complications of me changing a vehicle and i have the emails from evan to proof this, this must be a technicle error on your end or someone must have hacked into my account, i would not click something in which i dont know what it is, i would appriciate it if you could help me out with this situation as i am a good customer of yours and wish to be for a long time. maybe if i had spoken on the phone to someone this situation may not have arose
thanks

And now their not emailing me back.

Were do I go from here?