One Call Insurance

Quentin

One_Call_Insurance wrote: »

Regarding our renewal process, like other companies, we do have an auto renewal system in place which can be taken off at any time before your renewal date. It is put in place so customers are never left without insurance; we do send renewal notices 30 days prior to your renewal too. If you inform us after this date, then cancellation fees do incur just the same as any other contract you terminate early......

You are not operating in line with "any other" auto renewal being terminated.


Other companies wouldn't charge cancellation fees simply for cancelling auto renewal after receiving the renewal notice. Where did you get that from?

One_Call_Insurance

Quentin wrote: »

You are not operating in line with "any other" auto renewal being terminated.


Other companies wouldn't charge cancellation fees simply for cancelling auto renewal after receiving the renewal notice. Where did you get that from?

Hi, Quentin. We charge fees after the policy renewal date, not after the renewal notice is issued; sorry if that wasn't clear. We are an insurance broker, so if our customers cancel after their renewal date, we have to pay the insurer admin charges and time on cover whether it is 1 day or 364 days, which is why the fees are applied. This is standard practice amongst insurance brokers, although I appreciate that may differ with insurance companies themselves.

BrianGGGG

I am disgusted by this company. My car suffered a minor bump - not my fault. They took my car, a large estate Toyota, away on 28th June and still have it, despite lots of calls to them and my patience wearing very thin. This is mainly because they gave me a tiny 1.2 car which has severly restricted my ability to work - I carry equipment and cant go on holiday with my family. This is why insurance costs so much - the other guys insurance is paying for a hire car for a month. In the end we all suffer with higher premiums. They kept promising dates and then changing their mind

Quentin

You could consider hiring your own suitable vehicle and claiming the cost back off the liable third party along with your other uninsured losses, or (as you say this is a hire car and not a courtesy car from the repairer) explain all this to whoever arranged the hire and request (demand) a bigger vehicle


Next time you are involved in a claim where liability is clear cut consider claiming directly off the third party - most insurers have innocent third party claims departments who will bend over backwards to ensure you are happy

Barry_Mc

another shocking example. no timescale on NCB letter coming out, trying to charge me £8.99 for it, increasing paymenst and not accepting my proof of NCB even after I called them. livechat thread attached.


You:hi, I uploaded proof of my NCB and was told it would take 2 days to check. can I check its been processed?


Sarah F:Can you confirm that the contact telephone number ++++++ and the email address +++++++ on the file are still correct?


You: yes


You:yes


Sarah F:Please bear with me whilst I look into this for you.


You:yesterday was the last day of my insurance with yous by the way. I uploaded an email in Dec but I wasn't informed that's it was not accepted.


Sarah F:Yes I can see we have received this, the infromation has been passed to the renewals to to requote your policy


You: I have already sorted new insurance an was on the phone to yous during the week. I just need to make sure my NCB was accepted and added to my record.


Sarah F:Yes I can confirm this


You: so does ny NCB now state 3 years?


Sarah F:Is there anything else I can help you with today?


You:is it 3 years?


Sarah F:Yes this is correct


You: and how do I get proof of that now that I have left you? the new insurer is looking for it


Sarah F:Once the policy has lapse we can send this to you


You: it finished yesterday so how long will that take?


You: email or post?


Sarah F:I can send this via email


You: sounds good, how long?


Sarah F:I will send this for you


Sarah F:I cannot advise how long this take we have experience some email issues today


You: surely you can give me a rough idea. a day, a week, a month. how long does it usually take?


Sarah F:Please understand we have experienced email issues I send it now, you might not get it straight away, I don't know what else to advise you unfortunately


You: well can it go in the post today along with the email?


Sarah F:if you wish to pay £8.99 I can get this posted out for you not a problem


You: £8.99??? would you? i'll wait until Monday for the email. on another not when I uploaded my last NCB in Dec I wasn't informed that it was not accepted even tho I was told on the phone it was fine. my instalments went up each month. how do I get a refund for this?


Sarah F:We wrote out to you in August 2016


You:I uploaded it in Dec and have went over this twice already. nobody told me it wasn't accepted and I dint know until your renewal letter came in this week


Sarah F:I'm not prepared to argue with yourself I can send you the proof we have written to you in August, you randomly send a document to us showing a conversation with endsleigh


You:well that's hostile. I uploaded it in Dec after a phonecall. did anyone ever get in touch anyway to state that it would not be accepted


Sarah F:We didn't need to contact you we already had done so previously


You: so its not you policy to inform customers whether or not their documents are accepted?


Sarah F:Please understand, we had no reason to contact you we had already amended your policy, your document show no relevance to your policy Mr Mckervey, I am very sorry for the inconvenience however this is the process you haven't provided significant proof within a reasonable time frame and administration charges applied cannot be removed.


You:I phoned you directly. I confirmed that my current policy was still live and I couldn't get the NCB letter. kind of like what's happening right now with yous, strange that. I said that I had confirmation on and email sent from my insurer along with my ref. not some random conversation as you put it. I was told this would be accepted


Sarah F:Exactly, you policy was live else where this is the problem


You: should I not have been told that at the time?


Sarah F:I apologise if what I am saying is frustrating for you. But we will not be removing the administration fee on the policy, I have sent your proof of 3 years no claims bonus.


Sarah F:No


Sarah F:We wrote out at the time to advise you the no claims bonus was being reduced to 0.


You: not after Dec, I up[loaded and then nothing, nothing at all. Think I will be added to the hundreds of complaints on confused.com and money saving expert. shocking service. and ill copyin this thread in


Sarah F:With all due respect paul you took out this policy in July 2016 you have contact us to update this information until now


You:My name is Barry another great example of the service. I spent months trying to get my NCB letter. ironically getting no time scales just like now. that's why I called, that's why when I heard nothing I thought it was fine, that's why I only knew when you sent my renewal letter to me.


Sarah F:Im apologise for the incorrect name


You:So just to confirm, did anyone ever try to contact me after Dec about my NCB not being accepted and you are now refusing to do anything about the increased monthly payments that I had to make?


Sarah F:No

rs65

Barry, suggest you asterisk out your personal details

Quentin

Your complaint looks to be a non starter.

You had nil NCD to use at the start of the points policy as it was in use on another policy elsewhere.

You cannot add NCD mid term as you appeared to want.

You are fortunate that they just charged you admin fees over this

Other insurers are known to cancel policies when proof of Ncd is not forthcoming

rudekid48

Barry, who is/are "yous"? You seem to have spoken to this person a lot, why not just get them to sort it?

Jason515

Only if your stupid you would go with these rats.....
Your expected to do all your own admin to sort out your insurance, be carefull uploading proofs, if you dont get it right - they'll cancel your policy and a few days later write to you letting you know. In the mean time - you're driving UNINSURED. You'll also recieve a cancellation bill.
When I requested the policy be reinstated, it was not possible and another fresh policy taken, needing another deposit and a premium increase of £700
They'll also ILLEGALLY withold your No Claim Bonus and two weeks after you cancel a policy, theyll add to the final cancellation figure.
Awful company, terrible customer service wouldn't ever recommend and I have reported them to the financial ombudsman service

Anonfromuk

My Insurance have cancelled my policy and charged me £166 for them doing so. This is after I called them six days after I bought the Evoque to tell them the vehicle I had was a clone. I was advised to do this by the Police and DVLA......... The Broker is One Call and the Insurer is One Insurance. They didnt want to know when I asked why they had charged me £166 or about the circumstances....... In fact they have sent me two cancellation notices. One is that they cant find my driving licence details and the other change of circumstance....... So I still have the stolen and cloned Evoque sat on my drive , with no insurance and £17k and climbing out of pocket............ I wonder if I will get the road tax back ??