Beware of Octagon Car Insurance

Colin_T_Gee

Had an RTA 10 months ago My opponent was with Octagon. She cut across my lans at right angles.
Octagon refused to pay and my insurers have handed it to the soilcitors

Louisebowron

Wish I had searched reviews before signing up to this company ☹️ I took policy out with them 3 wks ago as they were the cheapest on compare the market! Trying to change vehicle details for past 2 days and having absolutely no joy😡😫.

SRMH

I've found out the hard way to avoid Octagon Insurance at all costs.
Recently took out a policy with them for just under £800.
Was asked to upload proof of No-Claims Bonus, which I did promptly and got a confirmation email to show this. Later I then got a text message asking me to phone up as unless I uploaded additional documents (DVLA Driving Licence Code, 2 Utility Bills, Copies of all Driving Licences on the policy) within 10 days then my policy would be cancelled (Even though I have already paid the full amount for the year). This was done on the 13/09/2016, within those 10 days.
19/09/2016 I receive an email with a pdf confirming Policy Cancellation as of 23:59 19/09/2016, therefor allowing me to drive around uninsured for 4 days, unaware. Rang up to find out what this was about and was told that they never received the documents (sent to [EMAIL="QVR@octagoninsurance.co.uk"]QVR@octagoninsurance.co.uk[/EMAIL] ) Told them the date the attachments were sent and was then told by the employee that it is my responsibility to make sure that they received the email! I told them that this is an admin job, not mine. I was then given another email to send information to- [EMAIL="NDC@octagoninsurance.com"]NDC@octagoninsurance.com[/EMAIL]. I was then told that this email would send out a notification when an email has been received. Told the employee that I was not happy with this service and that I would be making a complaint which was noted.
Promptly resent all the attachments to the above email address plus sent them to [EMAIL="customerservices@octagoninsurance.com"]customerservices@octagoninsurance.com[/EMAIL], [EMAIL="enquiries@horizon.gi"]enquiries@horizon.gi[/EMAIL], [EMAIL="chris.hill@octagon.gi"]chris.hill@octagon.gi[/EMAIL]. Gave it another hour and rang up again to see if anyone had received such emails. The reply was that no emails had been sent. I had also included a screenshot showing my email outbox with the original sent message (13/09/2016). Put through to a supervisor and was told that because I have lodged a complaint the matter would be directed to the complaints department and could take up to 3 days to process. (So can not legally use the car for possible another 3 days).


20/09/2016- Rang up first thing in the morning and spent almost 2 hours on the phone. The 4th person I have spoken to asked if I attached all the documents in one email. Of course I did, and is something I do everyday and receive every day with the business I work in. Apparently, by sending more than 1-2 attachments, they will not receive it. Not something that was ever stated. After a long winded effort of staying on hold and emailing each document separately (which did produce a received confirmation from their system) they told me that all the documents were received and in order.


I was then told that because they had already cancelled the policy and initiated a refund (not yet received), I would then have to bring out a new policy. From the original £800- policy I would be receiving a £530 refund. So £270 for a month's insurance! If I wanted to take out another policy I would have to pay an additional £400+ so the total for the exact same policy is now £900+! Being angry and already late for work I asked for this to go ahead so I could at least get to work. I was then told that this price was not inclusive of the breakdown cover which I already had in my previous cover. The grand total for the cover would now become £1100, over £300+ the cost of the previous, exact same policy. I was then told that it was essentially my fault and that as a company they are not to be blamed for not being able to receive emails with multiple attachments properly, not sending out extremely important, legal emails on time and that it is my job to chase up emails. Hung up the phone and got a brand new policy from another insurer for £786, all inclusive of breakdown and legal protection, including a second driver.


AVOID! AVOID! AVOID!


How can I get back the full refund for my policy for the original price of the policy?


Also, how can I pursue a legal claim about the potential for being pulled over by the police for being uninsured, the potential for the any fines that may arise, possible prison time, legal expenses, driving ban, potential loss of earnings from not being able to get to work, the ability to then get insurance once branded as a convicted uninsured driver, insurance premiums?

paddyandstumpy

If cover was in force you can't get a refund of cover you've had. Unless they avoid your policy entirely, and then you've got to disclose the voidance going forward.

And you can't pursue a legal claim for the potential. Just count your stars that nothing did happen.

Vanessa678

Avoid octagon insurance!!!

John_rio

I'm with octagon. Had an accident on the 10th Aug 2016 the 3rd party claimed responsibility right away. Octagon for some reason decided to tell me I don't park on a drive way so then blackmailed me to pay them 53 pounds to get the claim going again. I paid this and then they sent a company called Co. Parts to collect my car as I was told they was writing my car off with no inspection. Co.parts called me and cause I was going to be worked asked me to leave my car keys around or near my car so they could pick the car up and take it away. I then asked if I would need to sign anything when my car is collected the reply was no. I then told Co. Part over the phone to basically f**k off. And that I'm not stupid enough to leave my keys outside near my car and not have paper work saying they have my car. I then called octagon back to tell them that the company they pay have just done this and all I got was attitude and nothing more. I rebooked for octagon to get co part to pick my car up. Co.part then called me again to arrange pick up I told them I will take the day off work they said they would come on that day and in the end I called Co. Part back on the day of pick at 5pm to see if they was coming and I was told I'm sorry our wagon broke down. They didn't even bother to call me to inform me this is had to call them. So I lost a days pay for nothing. I then rebooked again for them to pick my car up so another day off work that means. On the day of pick up I was woken at 7 I'm the morning to a guy wanting to pick my car up. My car has been gone now for nearly 3 weeks. Octagon over the phone told me within 3 says of my car been picked up I will have a call email or letter with a sum for the car. A week past with nothing from them. I called them and asked what was going on and all I got was your car still hasn't been looked at. This is after having been in their possession for 7 days. By this time I'm not pleased and told them I want a phone call on the following Tuesday to tell me what is going on. So two working days to sort it. I was given a call on that day to say nothing has happened since the last call and that there is nothing they can do. I filed a complaint with octagon on the phone right away. I asked the person when will I hear from complaints department he told me they have to respond in 3/5 working days. It's now been over that and iv heard nothing from them. I asked for a manager on the phone who then asked me questions bout my policy and what I used my car for and tried tricking me into saying I us my car for business. I pulled her up on it and she played dumb. So at this point I was fuming and give her both barrels telling her I want this resolving quicker and that customer service is shocking and that octagon are a joke. I told her my situation bout having no car for weeks and not been able to go see my son and do my daily things that they haven't had my car for weeks cause they only operate 5 days a week. This made me mad. I told her cause you only work 5 days a week doesn't mean you haven't had my car for nearly 3 weeks. Basically she was saying her weeks are 5 day weeks not 7 day weeks. I told her my car has been with them for 3x7 days not 3x5 days a week. So she basically wouldn't count the weekends cause she works 5 days a week. How incompetent is that. I told her I want phone calls even day for updates she told me she can't. I then explained to her that a normal call taker can do it which he has done why can't a manager do it. She had no answer and diverted it. 2 days after that call I received a call to tell me my car is booked in for inspection the following week. And that was it. I'm now sat waiting to hear the outcome and I'm still sat waiting for the complaints team to call. Octagon are shocking I wouldn't like to say how much my phone bill is as 99.9% of the time iv had to call them. The times they called me back is cause I demanded to know what was going on with my car that they have basically stolen from me. OCTAGON SHOULD NOT BE ALLOWED TO OPERATE. Shocking customer service and shocking as a insurance company. I won't be renewing and I'm going to the ombudsman bout them. It's give me nothing but stress for an accident that wasn't my fault.

STAY AWAY FROM OCTAGON

paddyandstumpy

It sounds like you've logged an expression of dissatisfaction (complaint) with them already, but before you can go to the FOS you have to exhaust the Broker's complaints procedure.

Basically all that means is you wait 8 weeks after your first complaint to give them the opportunity to give a final response to your complaint, or an update at the very least.

If you don't do this, when you complain to the FOS they will just forward the complaint to the Broker.

But it does sound bad, sorry to hear of your woes!

Rtc_2

Wow,where do I start..ive unfortunately been with Octagon for a few years but today received a big shock when I came home from work and found a letter from DVLA saying that my vehicle is not registered on the Motor Insurance Database.
Octagon are closed til Monday but I have a statement showing full payment taken by Octagon in November 2016 for this year's policy.
Now I can't even access their so called My Octagon acct to see what the hell is going on.
I am now very concerned and worried that they have taken my money and without any notification or reason have cancelled my policy and left me driving with no insurance. I feel sick

DCFC79

Rtc wrote: »

Wow,where do I start..ive unfortunately been with Octagon for a few years but today received a big shock when I came home from work and found a letter from DVLA saying that my vehicle is not registered on the Motor Insurance Database.
Octagon are closed til Monday but I have a statement showing full payment taken by Octagon in November 2016 for this year's policy.
Now I can't even access their so called My Octagon acct to see what the hell is going on.
I am now very concerned and worried that they have taken my money and without any notification or reason have cancelled my policy and left me driving with no insurance. I feel sick

Make a cup of tea sit down and calm down.

Wait till monday and phone them.

Have you checked the car is actually on the database ?

Rtc_2

Hi,yes I have checked and it is saying uninsured.