Help needed with refund

chrisandanne

Hi, I wonder if anyone can help/advise with this. My daughter insured her car with ecar.Insurance.co.uk. The policy is with Southern Rock. After 6 months she got rid of the car and didn't replace it.

She contacted ecarinsurance for a refund of the unused part of the policy and they said there was £250 to come back and wrote to her asking for the return of the policy, which she then returned. This was in February and they said it would take 2 weeks to send a cheque.

Since then she has heard nothing, she has e mailed them several times but no one replies. What does she do now ?.

Thanks for any advice on this.
A x

stevemarsh1976

Has she tried calling them ?

chrisandanne

Thanks for asking. The only number on the paperwork is the claimline.

A x

stevemarsh1976

chrisandanne wrote: »

Thanks for asking. The only number on the paperwork is the claimline.

A x

wow just looked at there website and they have no customer servicing telephone number.

I would email again copying in this email address [EMAIL="complaints@ecarinsurance.co.uk"]complaints@ecarinsurance.co.uk[/EMAIL]

Explain the situation and ask for a refund via BACS within 1 working day also ask for :

1, full complaint proceedures
2, advise if no reply is received it will be forwarde don to the Financial Ombudsman
3, Advise them if no reply that you will reporting them to the FSA for breach of client money handling proceedures

I would anticipate this kind of email to work in most cases but if you still get no responce then follow through with points 2 & 3

chrisandanne

Thanks Steve. There is a number I have just noticed, for a helpdesk at £1 per minute...won't be calling that !!. I have just fired off an e mail to the complaints line and if no reply will continue with your advice.
Thanks again.

Ax

stevemarsh1976

chrisandanne wrote: »

Thanks Steve. There is a number I have just noticed, for a helpdesk at £1 per minute...won't be calling that !!. I have just fired off an e mail to the complaints line and if no reply will continue with your advice.
Thanks again.

Ax

no dont ring that number

They will not be able to:

• Offer quotations
• Make changes to your policy
• Resolve or advise on any claims issues
• Resolve payment questions

good luck with the email

bouncydog1

Did they acknowledge receipt of the policy documents and say that a refund would follow within two weeks or did they tell her this during her initial enquiry?

Did she send a covering letter with the policy documents so they knew why it was being returned and does she have evidence of posting and delivery receipt?

Only reason I am asking is in case it is possible that they never received the policy in which case I think (and happy to be corrected if wrong) that your daughter will have to complete a lost certificate indemnity form.

If she has evidence that they have received the document then I would follow the information provided by Steve.

chrisandanne

She sent the policy back with a covering letter but has heard nothing since, she has no proof of postage. The worrying thing is that we keep e mailing them and hear nothing back. If they would just reply and tell us if they haven't received the policy we would know what's happening. It's very bad practise to just ignore people like this.

It said in the initial letter from them asking for the policy that if it wasn't received within 14 days there would be no refund. It seems very easy for them to say, 'oh we never got it, sorry no refund'. Of course she should have sent it registered !!!.
And for anyone who considers Ecarinsurance for their policy, be warned !!. I still haven't had a reply from their complaints department either.
Ax

YZF1000R

I am having trouble with ecar at the moment.

On 1st april at 21:40 paid £342 premium for a £500 car.
On 2nd april at 08:34 emailed ecar explaining I had made a mistake with my on-line application and could it be looked at and altered, they looked at it and then said I needed to pay an extra £500 on top of the £342 already paid.
I cancelled the policy on 12 april at 22:00.
they have now charged me :-
£20 for 10 days insurance
£75 cancellation fee
£148 non disclosure fee

they said they would be returning £98 to me (all figures are approx. as cant remember exact figures).
I have complain on several occasions and my last email today (19/05/10) was to say that I will be complaining in writing to them and also writing to the FOS, I have yet to hear from them.
Now dont get wrong, I agree there should be a cancellation fee etc. but it is the £148 fee that I furious about especially when I emailed them less than 12 hours after discovering my error, it wasnt as though I was trying to con them for free/cheaper insurance etc.
I WILL NEVER EVER EVER EVER USE ECAR AGAIN they are a complete rip off

AlistairS

I'm still waiting on a refund too...

Cancelled my policy with them the beginning of April & sent my insurance back recorded delivery, don't trust them. Have been given the run around from them via email, the last one a week ago stated that they were going to have to calculate my refund manually? & apologised for the delay. When I cancelled online it came up with the figures there & then. Have kept all the email communications & am gong to ask them once more then go down the official complaints route. Will never use them again

al25

I'm waiting for a refund too...
Since the 22nd of April. they are just horrible can't seem to get anything right.