Anyone had any dealings with SURETERM DIRECT???

Wont-Insure

As above members is or has anyone had dealings with them before? I'm having a lot of issues!

Wrong paperwork sent,when i got the second copy my name had no capital letters and the reg plate was incorrect. Now they are stating they can't honour the insurance as i need to be a car club owners member??? No where on the confused.com website did it state this. soo annoyed!

jonesMUFCforever

No dealings with them but looks like you have had a lucky escape.
Have a look at the ABI website to make sure they are a real company.

Quentin

It would be unwise to give any personal details to an anonymous poster using the forum like this.

Company reps that are authorised all have MSE permission before posting, and don't use the forum to combine advertising with their offers to help like this.

Another unhappy episode reported here:

http://www.canyoutrustthem.com/index.php?go=details&id=2114

Mark_Jackson

Hi Quentin,

you're right to suggest caution, however I am trying to assist a customer who has raised an issue.

This is why I have provided my direct number, 01480 371024, so I have an opportunity to resolve the issue raised.

Thank you.

Quentin

It's the associated spamming that raises eyebrows! And of course other comments about this company across the net, as mentioned.

If you want to post on behalf of your company, why not go through the proper channels!

(It looks like the OP isn't actually a customer, and maybe has had a lucky escape?)

In the meantime, how do you justify your admin charges for anyone making changes to their policy?

It is reported on the net you charge £75 or £100 to customers needing to eg changeover their vehicle, and your ts + cs do say that your admin charge for changes will:

never exceed £100

Seems excessive!

Mark_Jackson

In my opinion one of Sureterm's biggest strengths has always been its transparency. Most insurers and brokers do not disclose their full costs and just say a charge of say £200 to change a vehicle from one to another etc.

We are working in niche insurance. Some changes will only take about 10 minutes (for a charge of say £10) where as some specialist risks may take about 2-3 hours or more to broke and deal with the insurance. So that is why out of fairness we actually cap the charge to a MAXIMUM of £100 so then even if it takes 3 or more hours for example, the charge is capped to that £100.

As part of our on-going approach to the fair treatment of customers, we are currently undertaking a review of our fees and charges to ensure that they remain appropriate and proportionate for all our customers.

Call me on the above number to discuss as all feedback is welcome.

Quentin

Mark_Jackson wrote: »

Most insurers and brokers do not disclose their full costs and just say a charge of say £200 to change a vehilcle from one to another etc.

Are you trying to get us to accept this?

In fact most insurers are transparent regarding admin fees and tell us exactly what they will charge by way of an admin fee to make changes to policies. And are you suggesting your max. £100 should be seen as cheap, as "most" will charge "say £200"?

And how come it's £75 admin fee just to inform you the mileage will exceed that originally estimated, this on top of triggering a £125 premium increase:

http://www.motorhomefacts.com/ftopic-69137.html

dacouch

Part of the FSA requirements is that all brokers clearly disclose any fees when sending a quote, renewal letter etc. If someone is trying to hide or obsecure their fees in any paper they send to a client then it is a very big issue with the FSA

Mark_Jackson

We receive very positive feedback from hundreds of customers on an on-going basis, and many of them recommend us to their friends and family. We also have a great number of customers that renew their policy with us as they have been so satisfied with the product(s) and service and with our transparent approach to commission disclosure. We are yet to find any other competitor that is so open regarding their commission charges, in fact, a great number of them actively lobbied the FSA to avoid the introduction of mandatory commission disclosure. I could spend all day detailing the good and positive experiences of Sureterm but as you have pointed out I should not be spamming. You obviously have more experience of this type of forum than I.

We deal with specialist schemes, some of which have a maximum mileage limit. If a customer exceeds the agreed limit, the customer’s actions are over and above the underwriting criteria and we would need to approach the insurer to renegotiate on an individual basis. Any mileage limits are fully disclosed and agreed with customers before they make their decision to buy the product.

As per your previous note, we agree that it would be unfair to individuals to discuss specific cases on this type of forum. We will happily discuss any issues with individual customers to achieve a more positive outcome and to fully address their concerns.

Quentin

Mark_Jackson wrote: »

We are yet to find any other competitor that is so open regarding their commission charges, We deal with specialist schemes, some of which have a maximum mileage.

Your commission charges are not under discussion, so this is just a red herring, (perhaps to avoid the issue of your admin charges which are under discussion)!

There are 3 pages of mainly unhappy customers here:

http://www.motorhomefacts.com/ftopic-69137.html

Mark_Jackson

Brokers and insurers charge, and gain income from, varying levels of commission and fees. As you have noted, both parties are required to disclose their fees as part of the FSA’s requirements. They are not, however, obliged to disclose their commission income and therefore don’t do so. We are open and transparent with our customers, allowing them to make informed purchases with us, as we disclose our earnings for each policy in relation to both fees and commission, including any future fees that may apply during the life of the policy. Any fee that is charged, will be in-line with that agreement, and will match the written policy information that they receive in the post subsequently.

As per our previous note, we are happy to discuss specific circumstances with the individuals concerned to provide any relevant explanations about our approach to niche insurance cover and to restore their confidence in us