Motor insurance blunder, possible IN10??

lauren_1

Can anyone shed any light on this bluder...

Have a policy with NU / AVIVA, bought a new car in may and duly notified them to change the car, renewal date came up on the first of this month and renewed over the phone with them......this friday rang up to see the whereabouts of my new policy details and was assured everything was ok and it would be with me shortly.

Last night i was stopped for not showing any insurance?? Given a producer to report to my local police station with in 7 days.

Rang aviva and was told at renewal the policy was changed by a computer error back to my old car...? They cannot give me a document to proove i was insured yesterday only starting from today:mad: or until they can go through the phone call recordings which will take at least 10 working days.

I have spent 2 hours on the phone to india trying to explain but just got told the same things over and over again, got transfered back to U.K but got cut off.

Finally got thru to u.k number which they were very appologetic and accepted responsibilty but it seems that i may end up with a IN10 out of this.

I have 6 days to produce the documents, if they cannot give them to me, what will happen.

I have no points but only had licence for 18 months.

Thanks

mattymoo

Re the timescale, the police will report you for driving without insurance / failure to produce documents. That will then go to court and this will buy you some time.

Can I suggest you ask for the thread to be moved to the insurance board. There is a poster there called Beccus who works for NU and investigates customer issues. Agree it sounds like their mix up and I can sympathise with you going round the houses in India so to speak. Look for Beccus and PM her - I'm sure she will help.

PS: I've PM'd beccus and asked her to look in on this thread. If their records check out that will form the basis of your defence at court.

dacouch

I agree with Matttymoo.

Norwich Union should either issue a Certificate of Motor Insurance covering you from renewal date that you can produce or issue a Letter of Indemnity that will confirm you were covered on the date / time you were stopped that you can produce.

Ring the police station up and ask for an extension to the 7 day wonder, if you explain the circumstances and take in the rest of the documents they should allow this. If you do not do this and then produce the documents at a later date you can still sometimes be prosecuted for not actually producing the documents in time.

If you want to check you are covered you can use this website https://www.askmid.com which is linked to the same database the police use to confirm insurance cover is in place.

P.S A good trick I use when dealing with call centres (Its not unsual for them to cut you off) is at the start of the call ask for the persons full name and then read it back to them and advise them if they cut you off you will ring back to a superviser. Its amazing how well this works, you still sometimes get cut off buts its because of a mistake, not because its too difficult for them / they cannot be bothered as it involves a lot of work as in your case

Armengar

Ask for what they have said in writing or get it recorded. It may help if it goes to court and need to show why you didnt have insurance. Easier to start collecting now than in a few months time. Ask them to email a cover note to you from the start of the policy. etc etc

maninthestreet

dacouch wrote: »

P.S A good trick I use when dealing with call centres (Its not unsual for them to cut you off) is at the start of the call ask for the persons full name and then read it back to them and advise them if they cut you off you will ring back to a superviser. Its amazing how well this works, you still sometimes get cut off buts its because of a mistake, not because its too difficult for them / they cannot be bothered as it involves a lot of work as in your case

It's amazing the number of peple called 'Bob', 'Dave', 'Mike', etc that work in Indian Call Centres.

[Deleted User]

Hi lauren_1
I'm not in the office until Monday, but if you can email me any details (policy number etc) I'll see what I can find out for you.
Email address is rebecca.sibley@aviva.co.uk

Becca

Chippy_Minton_2

The police will not give you an extension on the seven day's. Go to the police station with your HO/RT1 within that time.
Produce what you've got, when cautioned and reported for failing to procuce/use without, reply stating the mix up. Then sign the HO/RT2 and ask for a copy.
The summons will arrive with you and hopefully the matter will be sorted before the first court date.
Attend on that date with all your paperwork and the matter will be dropped at court.

movilogo

I have no points but only had licence for 18 months.

That's bit of a concern as it is 6 points for driving without insurance and that'll invalidate your license
Get a letter from NU at least highlighting that it was their fault. You should not be prosecuted for computer error on their end!! NUD also has UK offices. Contact them directly.

It's amazing the number of peple called 'Bob', 'Dave', 'Mike', etc that work in Indian Call Centres.

Lot of people in Southern India are Christians and they do have similar names. AFAIK, most Indian call centeres now dropped the idea of British sounding names as it is quite easy to spot them from accents.

daveyjp

"I have spent 2 hours on the phone to india trying to explain but just got told the same things over and over again, got transfered back to U.K but got cut off."

Still one of the reasons I stick with Frizzell - great UK based call centres.

I have heard Aviva will be moving all call centre ops back to UK once the name change work is completed.

dacouch

You could be right daveyjp, I heard that when they decided to start using an Indian Call Centre they were one of the first companies that went over there and someone at NU decided that they could save so many millions of pounds by giving their customers the delight of an off shore call centre.

There are no so many call centres in India that there is a massive demand for the right sort of employees (Typically graduates) that the wage inflation has gone through the roof. So the savings NU / Aviva were making by upsetting the majority of their customers with an off shore call centre have now been reduced to virtually nil. So it would make sense that they listen to their customers for once and relocate back to the UK.

Norwich Union have a history of doing things and then back tracking when they don't work out

It would be nice if they did and if other companies started to also bring the jobs back to the UK.