Motor Insurance renewed by Barclays for dying man!

dunstonh

Oh dear! I appear to have stirred up a hornet's nest here. Please don't fall out with each other on my account. It's just not worth it.

Think nothing of it. There are a few in this forum who seem to take on the role of assuming everything the insurance industry does is bad, even when it isn't.

Most here prefer to highlight the negatives when things are bad but not be when they have done nothing wrong. Some just prefer to be negative all the time even where there is no wrong doing.

raskazz

dunstonh wrote: »

Think nothing of it. There are a few in this forum who seem to take on the role of assuming everything the insurance industry does is bad, even when it isn't.

Most here prefer to highlight the negatives when things are bad but not be when they have done nothing wrong. Some just prefer to be negative all the time even where there is no wrong doing.

Quite.

Let me make one thing clear - that is that I give my sincere condolences to the OP. It must be a difficult time.

That said, I cannot agree with the stance taken towards Barclays, who have actually done virtually nothing wrong if you look at the facts objectively. There are 3 main issues here:

Firstly, I presume the policy was originally purchased online. At the point of sale the Barclays site clearly states:

"At renewal we will send a letter offering the same level of cover from the cheapest insurer available to the panel searched by BISL Ltd at the time of your renewal.
For your convenience and protection, if we do not hear from you, we will automatically renew this policy.
If we do not receive your instructions to cancel this policy from the renewal date, we may, at our option, renew the insurance cover under this policy. You will then be liable for any premiums that fall due.
You may opt out of the automatic renewal process at any time by contacting our Customer Services helpline. We also reserve the right to automatically renew the extra cover taken with this policy.

If you select Yes, we will automatically renew your insurance with us on the basis of the information previously supplied by you, unless you contact us to cancel your renewal before the renewal date. It is your responsibility to contact us if there are any changes to your details prior to renewal.

If you select 'No', we will automatically renew you with your existing insurer. If we find a better price from our panel of insurers we will provide this information in your renewal letter and you will need to call to take up the cheaper price or to decline the renewal. Either way you can be safe in the knowledge that you will remain covered and protected if you do not contact us."

This is clear and you have to select either 'Yes' or 'No' to continue.

If the OP did not give permission for the use of his card details in this manner then that is an issue between him and his uncle - that is not Barclays' fault.

The specimen policy documents also point out on pages 5 and 10 that they deal with renewals on an automatic basis and that you can opt out of the automatic process at any time.

Secondly there is the issue of the sale of the car. No doubt the insurer with which Barclays placed the risk would have had a clause to the effect that the policyholder must notify immediately of any change of or disposal of the vehicle. Again, it is not Barclays' fault that this clause was breached.

Lastly, Barclays are absolutely correct not to accept the OP's instructions to cancel the policy. The OP was not a party to the contract and as such they cannot accept the instructions unless the OP's uncle had previously given them permission to do so or the OP had obtained power of attorney. I have personally seen half a dozen cases where disgruntled ex-spouses, ex-work partners etc have maliciously cancelled others' insurance policies due to lax administration by brokers.

Sadly some people are too small-minded to see the bigger picture as it is easier to slip in to the 'all insurers/banks etc are bad' midset.

foggytown

raskazz wrote: »

Quite.

Let me make one thing clear - that is that I give my sincere condolences to the OP. It must be a difficult time.

That said, I cannot agree with the stance taken towards Barclays, who have actually done virtually nothing wrong if you look at the facts objectively. There are 3 main issues here:

Firstly, I presume the policy was originally purchased online. At the point of sale the Barclays site clearly states:

"At renewal we will send a letter offering the same level of cover from the cheapest insurer available to the panel searched by BISL Ltd at the time of your renewal.
For your convenience and protection, if we do not hear from you, we will automatically renew this policy.
If we do not receive your instructions to cancel this policy from the renewal date, we may, at our option, renew the insurance cover under this policy. You will then be liable for any premiums that fall due.
You may opt out of the automatic renewal process at any time by contacting our Customer Services helpline. We also reserve the right to automatically renew the extra cover taken with this policy.

If you select Yes, we will automatically renew your insurance with us on the basis of the information previously supplied by you, unless you contact us to cancel your renewal before the renewal date. It is your responsibility to contact us if there are any changes to your details prior to renewal.

If you select 'No', we will automatically renew you with your existing insurer. If we find a better price from our panel of insurers we will provide this information in your renewal letter and you will need to call to take up the cheaper price or to decline the renewal. Either way you can be safe in the knowledge that you will remain covered and protected if you do not contact us."

This is clear and you have to select either 'Yes' or 'No' to continue.

If the OP did not give permission for the use of his card details in this manner then that is an issue between him and his uncle - that is not Barclays' fault.

The specimen policy documents also point out on pages 5 and 10 that they deal with renewals on an automatic basis and that you can opt out of the automatic process at any time. .

I love people who read the words but don't understand their meaning. OK, we'll plod through this for their benefit.

1. Any terms and conditions ontained in the insurance contract are between the OP's uncle and Barclays/the insurer. The OP isn't bound by ANYTHING in that contract. Therefore use of the OP's CC for the renewal is NOT express or implied. If the OP had written Barclay's a checque would you be suggesting that it's OK for Barclays to harass the OP for another cheque on renewal?

The OP did NOT give permission for Barclays to use her CC "in this manner" because "this manner" doesn't apply to her. She is NOT a party to the contract.[/QUOTE]

Lastly, Barclays are absolutely correct not to accept the OP's instructions to cancel the policy. The OP was not a party to the contract . . . .

See - you knew it all along!.

Sadly some people are too small-minded to see the bigger picture as it is easier to slip in to the 'all insurers/banks etc are bad' midset.

Please! Explain the bigger picture that justifies Barclays insensitivity and inflexibility and the way the OP has been treated.

Spruance

Again thanks to everyone for their interest, but this is how things currently stand.

I visited my uncle's house again yesterday and was somewhat perturbed to find that they had sent a final Certificate of Motor Insurance as it appears that the one that I returned last week was just a cover note.

Having checked my credit card balance online this morning and found that no refund had yet appeared, I took a deep breath and phoned Barclays again. This time I spoke to an older lady - I won't embarrass her by giving her name - but unlike her colleague from last week she was very sympathetic and extremely helpful. It appears that Barclays cancelled the policy on 3rd August 2010 but slightly blotted their copybook by issuing only a partial refund of £362.57 (against £388.21 originally billed). No explanation was offered but after I explained the circumstances and that my uncle had since died, she asked me to return the latest Certificate of Motor Insurance along with a copy of the Death Certificate and they will refund the difference on receipt.

So, on the whole Barclays have done what I expected of them but it is just a pity that they were not as understanding when I spoke last week. I have no idea what the letter from the hospital said (as it was sealed) but this appears to have made all of the difference.

Thus I still feel that Barclays need to address the issue of how best to deal with relatives speaking on behalf of very gravely ill relatives who are unable to speak for themselves. The lady I spoke to today was a very good advert for Barclays and had I been fortunate enough to speak to her last Thursday I suspect that this whole problem could have been resolved in a matter of minutes.

Spruance

molerat

qazitory wrote: »

Automatic renewals are very common place, I think all my policies in the last few years have come under this?

Fine if you agree to it. I have just received my home renewal stating that it will auto renew. Nowhere in last year's paperwork does it mention that auto renewal will take place so they have unilaterally decided to take my money unless I go out of my way to tell them not to. How can they renew a consumer credit agreement without my express agreement :mad:

lisyloo

Nowhere in last year's paperwork does it mention that auto renewal will take place

Are you certain?
You've read the entire policy?
If so I'm impressed.

Next step would be to call them and ask them what page/section it's in.

foggytown

molerat wrote: »

Fine if you agree to it. I have just received my home renewal stating that it will auto renew. Nowhere in last year's paperwork does it mention that auto renewal will take place so they have unilaterally decided to take my money unless I go out of my way to tell them not to. How can they renew a consumer credit agreement without my express agreement :mad:

In your case, they can't. Since the auto-renewal provision wasn't a part of the expiring contract, they can't use it in respect of this year's renewal. They can, however, try to incorporate it this year ready for next year. So, if you don't want it, reject it.

molerat

Not renewing with them anyway

Spruance

Just revisiting this again. I have just been around to my uncle's house to collect the mail and low and behold he has received a letter from Barclays Insurance.

The letter is dated 3rd August (but for some reason their mail takes five days to arrive) and at that time Barclays were in possession of a hospital consultant's letter informing them that the insured person was dying.

So, did Barclays take this into account? Of course not!

Their standard format letter reads....

" Dear Mr XXXXXXX

We are sorry you have decided to cancel your insurance policy with Barclays Motor Insurance. As agreed, the effective time and date of the cancellation is 24:00 on 3rd August 2010"

and further....

"Here is proof of your no claims discount. Please keep this letter in a safe place as your new insurer might ask to see it".

:mad::mad:

Least said the better about the absurd No Claims statement but the fact remains that no-one, except perhaps Barclays own staff, agreed to a 3rd August cancellation date. This might explain why there was at first a discrepancy in amount of the refund offered.

Coincidentally I also received a letter from Barclays this morning. This letter opens with "I understand that you have recently contacted us to complain about the administration of your policy."

My policy? I don't have a policy with Barclays, thank goodness, and after this sorry state of affairs I hope never to have the misfortune of dealing with Barclays again.

Rather alarmingly I am still awaiting receipt of the promised full refund, but I will give that a few more days yet in view of Barclays snail mail problem.

All of this just proves my previously stated point that Barclays have no effective procedure for dealing with persons acting on behalf of seriously ill or indeed recently deceased relatives.

Even the letter acknowledging my complaint, whilst offering "apologies for any inconvenience" seems to be more concerned with the fact that I chose to complain rather than with the nature of the complaint itself.

In contrast BT whom I had to contact last week to cancel my uncle's telephone account, could not have been more obliging. They even have a telephone selection option for anyone wishing to report that a friend or relative has died.

In fact the only good thing to come out of this morning's letter from Barclays is that I now have a normal landline number instead of the 6pence/minute 0844 one.

So if anyone else has any issues with Barclays Motor Insurance you can save a bob or two by calling them on...

01733 845299 or fax 01733 845016



Spruance

Spruance

Ok to finally put this one to bed, common sense has at last prevailed and I have received a very nice letter from a Barclays Customer Relations Consultant which confirms my full refund (now received) and includes the following statement...

"As a valued Barclays Insurance customer, you have not received the level of service that we endeavour to deliver. With this in mind, I have arranged for an amount of £50.00 to be credited onto your Mastercard as a gesture of goodwill in recognition of the below standard service you have received."

Now how difficult was that? Why did it take over two weeks of irritation and annoyance before Barclays got things sorted?

Actually this leaves me feeling rather embarrassed as £50 far outweighs the cost of my time and phone calls so I have donated £40 of it to a local hospice charity who I am sure will be able to put it to good use.

So it just goes to show that it is well worth keeping on at people. All I really wanted was my money back, and an explanation and apology. Hopefully Barclays will now review their policy on dealing with relatives of seriously ill people.