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The joys of co-op car insurance
Just got off the phone to co-op car insurance who I had heard good things about. I joined them recently and with my 10 years no claims my premium was ~£20 a month. They sent me a letter asking me to send them proof of my no claims, which I copied and sent to them.
I thought no more of this until they sent me a letter telling me my monthly premium was going to increase to ~£45 no explanation was given. I phoned them up and was told I hadn’t sent in my proof of no claims. I told them I had, and was then told I had probably sent it to the wrong office, which I couldn’t have as I used the envelope they provided. Then I told them I could resend it as I only sent them a copy, this is when they told me they don’t accept copies, hence why the premium was increasing. Of course it would have been nice of them to tell me this rather than just sending me notice that my premium was to be increased!
I complained that the procedure of just sending out letters not actually telling you why the amount has changed was terrible customer service and should be stopped; I was promised that someone would call me back to investigate my claim. No one called.
I them called them back this morning and was told that this time they had received my original which I sent recorded delivery just in case it went ‘missing’ again. But it was received too late to stop them taking the extra payment from my bank. They could offer me no explanation as to why they didn’t investigate my original complaint, but the person I spoke to did confirm that this problem happens quite a lot!
I can hope that this serves as a warning to others and can only wait till my policy expires so I can move to somewhere that actually understands that their customers are not mind readers.
I thought no more of this until they sent me a letter telling me my monthly premium was going to increase to ~£45 no explanation was given. I phoned them up and was told I hadn’t sent in my proof of no claims. I told them I had, and was then told I had probably sent it to the wrong office, which I couldn’t have as I used the envelope they provided. Then I told them I could resend it as I only sent them a copy, this is when they told me they don’t accept copies, hence why the premium was increasing. Of course it would have been nice of them to tell me this rather than just sending me notice that my premium was to be increased!
I complained that the procedure of just sending out letters not actually telling you why the amount has changed was terrible customer service and should be stopped; I was promised that someone would call me back to investigate my claim. No one called.
I them called them back this morning and was told that this time they had received my original which I sent recorded delivery just in case it went ‘missing’ again. But it was received too late to stop them taking the extra payment from my bank. They could offer me no explanation as to why they didn’t investigate my original complaint, but the person I spoke to did confirm that this problem happens quite a lot!
I can hope that this serves as a warning to others and can only wait till my policy expires so I can move to somewhere that actually understands that their customers are not mind readers.
0
Comments
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big company vying for the cheapest business + large call centres = mistakes made and dont give a sh*t attitudes
I've a local family owned brokerage close to me who generally can come close to the cheapest online prices when prompted a bit.
Far more personal service for often no additional premium0
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