Beware of Octagon Car Insurance

eagleeye

I had similar experience with Octagon in 2010.When i joined they pressurized to send the no claim certificate although the certificate was sent to them in post.Anyway i arranged duplicate copy and sent another one.When i left octagon ,they didn't issue no claims certificate on time.The same person used to answer the call and with silly excuses like the person who issues it is on the phone,etc.They don't have enough staff in relation to the amount of work.

I joined MCE and they were lot better than octagon in terms of follow up and issuing No claims certificate unlike octagon.I am now with Liverpool Victoria and have got no complaints.

brian8_2

Just like to add my experience so far. Accident not my fault, car damage vis-a-vis value such that a write-off, though it's still very much driveable. Offered below market price because of pre-accident damage to car. That damage looks insignificant. But their contracted 'engineers' keep to below-market price, no doubt because all insurance companies form a cartel and try to keep costs low for each other - as shown by recent TV documentary evidence. Not going to accept it. Because car still driveable, going to ask for evidence & written estimate, match this against RAC estimate, then if they continue, go down complaints procedure road and finally Ombudsman. Luckily, I can do this, though I'm sure they usually bank on the fact the customer no longer has a car.
As I imply, I'm sure it's not just Octagon, the whole industry is a cartel in collusion against customers. Legislation is needed to force an overhaul. But in the meantime, exposure including forums like this, whereby we can warn each other against the worst offenders and boycott them is a start.

lennie9215

So,,, still waiting for first claim to be sorted and then had second accident in new car,,, thought I might share my story up to now.
Purchased octagon ins 0n 14th dec 2012 to cover Toyota rav4
Accident on black ice on 25 dec 2012
Insurers decided total loss,,,, payment was to be made to settle minus my excess and minus the remainder of the years ins costs. Sarah Robb in claims dept explained to me that this would mean that next car would be covered by this ins for duration of the policy once I changed details to which I agreed. Payment would be issued as soon as they received requested documents from me, which they received on Monday 21st Jan.


Purchased car Renault Megane on 18th Jan 2013
Changed details on Octagon site on 20th Jan 2013 and gave 48 hours notice as it stated that any less than that had to be done by phone. It does state that if any further info required someone would call me. It also states that cover would not be applicable until confirmation was received, however as I had previously agreed with Sarah Robb that a new car would be covered I assumed that this was the case.
By Friday 25th jan I assumed that as I hadn’t heard anything either way and it was 3 days past the date I requested cover to change that I was in fact covered and needed to head into the nearest town from my village.
Had accident on 25th Jan due to bad snow and sleet, third party involved, I hit the back of his car when he braked to miss a bus coming from the opposite direction.
Called to make claim on 28th after requesting confirmation by email being ignored.
In total I was on phone for 5 hours most of which was in a queuing system (I’d already complained verbally during my first claim for Toyota about spending over 11 hours in total in the queuing system)
I was passed from dept to dept to dept, spoke with Hannah in customer services who did say that my change of details had not been acted on by them but after some debate agreed that I would be covered for third party at least for sake of other driver and that I should call the claims dept back again and put in fresh claim.
I did this and spoke to Leeanne Stanford
I was issued a new claims number
After Leeanne took all the details of accident she informed me that CVI would be in touch to arrange collection of my vehicle and a courtesy car. I stated that I didn’t think this was correct as I had been told that they were only covering me third party. Leeanne stated to me that when she had put me on hold she had spoken to customer services who had informed her that they definitely would be covering me as fully comprehensive as per my policy. I again asked her if she was sure that this was what they told her. She assured me again that she had spoken with them and they had agreed this and that CVI would be in touch.
I heard nothing on 29th jan
On 30th jan I started calling at 9am and again was passed from dept to dept, given wrong numbers to call, held in queuing system only to then be disconnected, spoke to ‘Craig’ who put me on hold again only for me to end up back in the queue and finally got through to customer services. After yet another debate where a female member of staff tried to tell me I wasn’t being covered at all and that there was no record of me having a conversation with Leeanne, she then told me that she had run a check on my car and that I was covered by esure… I said she must be wrong as Id never dealt with esure, but she was adamant that the car came up as insured under my name with esure. I asked her if this was yet another ploy to get me off the phone and she said no.
I called esure for advice, a very helpful woman there explained that the previous owner was insured through them but that this did not in any way cover me.
I called octagon again… more to-ing and fro-ing between departments and eventually spoke to Sian in customer services who spent the next 30 minutes explaining to me why they think Im not covered for the Renault Megane and why they had cancelled my claim !! I have told them now that I will be seeking legal advice regarding this and she has taken note of a formal complaint from me,, but is unable to email me a copy of this complaint for me to see if Im happy with wording or not.
In total another 6 and half hours of telephone time,,,all to premium rate numbers
In the mean time I have no driveable car, and am unsure what will happen with the third party drivers claim against me.
And still waiting for the cheque for first accident as of today 30th jan.

dacouch

Do you have a screen shot or any other confirmation of you changing the vehicle?

lennie9215

Hiya, No I dont, as soon as you hit the submit button on their site it closes down the form and takes you back to the home page, I actually completed the form twice because of this in case Id hit the wrong button by mistake the first time. At that stage I was still believing that I could trust them.

dacouch

Could you break your post down into bullet points / time line as it's very difficult to follow due to the amount of information andlack of paragraphs.

Don't list the he says she says just the relevant parts so we can post how best for you to tackle them

lennie9215

14th dec 2012 Purchased octagon ins on to cover Toyota rav4
25 dec 2012 First accident , I skidded on black ice
14th Jan 2013 Insurers informed me that they had decided total loss,,,, payment was to be made to settle
Worth of the car, minus my excess and minus the remainder of the years ins costs
Told that this would mean that my next car would be covered by this policy for duration of the policy so long as I changed details within 30 days of offer. I agreed to this.
18th Jan 2013 Borrowed cash and purchased car Renault Megane (need transport to do my job)
20th Jan 2013 Changed details on Octagon site on 20th Jan 2013 and gave 48 hours notice as it stated that any less than that had to be done by phone. It does state that if any further info required someone would call me. It also states that cover would not be applicable until confirmation was received, however as I had previously agreed with claims team that a new car would be covered I assumed that this was the case.
25th jan I assumed that as I hadn’t heard anything either way and it was 3 days past the date I requested cover to change that I was in fact covered and needed to head onto the nearest town from my village.
25th Jan Second accident due to bad snow and sleet, third party involved, I hit the back of his car when he braked to miss a bus coming from the opposite direction.
28th Jan on phone for 5 hours most of which was in a queing system (I’d already complained verbally during my firat claim for Toyota about spending over 11 hours in total in the queueing system)
I was passed from dept to dept to dept, spoke with Hannah in customer servces who did say that my change of details had not been acted on by them but after some debate agreed that I would be covered for third party at least for sake of other driver and that I should call ne claims dept back again and put in fresh claim
I did this and was issued a fresh claims number.
Was informed that CVI would be in touch to arrange collection of my vehicle and a courtesy car. I stated that I didn’t think this was correct as I had been told that they were only covering me third party. Claims team stated to me that when she had put me on hold she had spoken to customer services who had informed her that they definitely would be covering me as fully comprehensive as per my policy. I again asked her if she was sure that this was what they told her. She assured me again that she had spoken with them and they had agreed this and that CVI would be in touch.
29th Jan,,, didn’t hear anything from Octagon or CVI
30th Jan started calling at 9am and again was passed from dept to dept, given wrong numbers to call, held in queing system only to then be disconnected, spoke to ‘Craig’ whoput me on hold again only for me to end up back in the queue and finally got through to customer services. After yet another debate where a female member of staff tried to tell me I wasn’t being covered at all and that there was no record of me having a conversation with named member of staff, she then told me that she had run a check on my car and that I was covered by esure… I said she must be wrong as Id never dealt with esure, but she was adamant that the car came up as insured under my name with esure. I asked her if this was yet another ploy to get me off the phone and she said no.
I called esure for advice, a very helpful woman there explained that the previous owner was insured through them but that this did not in any way cover me.
I called octagon again… more to-ing and fro-ing between departments and eventually spoke to customer services who spent the next 30 minutes explaining to me why they think Im not covered for the Renault Megane and why they had cancelled my claim !! I have told them now that I will be seeking legal advice regarding this and she has taken note of a formal complaint from me,, but is unable to email me a copy of this complaint for me to see if Im happy with wording or not.
I hope this is clearer for you to follow and understand, Ive tried to be as clear as possible but due to all the to-ing and froing, and the stress this has placed me under Ive found it difficult to follow it myself.
Helen

dacouch

It's not much clearer.

I suggest you send Octagon a "Subject Access Request" as explained on this link under "Data Protection" http://www.octagoninsurance.com/pdf/privacy_policy.pdf

This should make them disclose virtually all the information they have on you.

You need to see a copy of your "Official Complaint", you will almost certainly be better sending your own. However I strongly recommend you keep it much more concise than your posts on here. Is there someone you know who could help you do this.

A letter of complaint is far more effective if it gives a very brief outline of the situation, why you're complaining and your evidence along with confirming you will refer to the Ombudsman should you not get satisfaction.

It can be down in probably 10 to 20 sentances and will really make a difference if it contains paragraphs.

Is there any evidence of you visiting their website and changing your car over eg when you log into their site does it show you making any type of amendment when you say you did?

Did any of the Octogan staff acknowledge you visited their website and changed the car over? (This may show on transcripts of calls they supply under the SAR ).

As an example of how hard it is to read without paragraphs, here is the above without paragraphs.

It's not much clearer. I suggest you send Octagon a "Subject Access Request" as explained on this link under "Data Protection" http://www.octagoninsurance.com/pdf/privacy_policy.pdf This should make them disclose virtually all the information they have on you. You need to see a copy of your "Official Complaint", you will almost certainly be better sending your own. However I strongly recommend you keep it much more concise than your posts on here. Is there someone you know who could help you do this. A letter of complaint is far more effective if it gives a very brief outline of the situation, why you're complaining and your evidence along with confirming you will refer to the Ombudsman should you not get satisfaction.It can be down in probably 10 to 20 sentances and will really make a difference if it contains paragraphs. Is there any evidence of you visiting their website and changing your car over eg when you log into their site does it show you making any type of amendment when you say you did? Did any of the Octogan staff acknowledge you visited their website and changed the car over? (This may show on transcripts of calls they supply under the SAR ).

That's without all the he said, she said on such and such a date etc etc.

I'm not having a go at you, just trying to help you, they will read properly a concise well worded complaint. A long letter with unrelevant information often gets important parts ignored.

lennie9215

Ok Thank you for your suggestions, and the time youve taken to read my ranting notes. The link you included has already cleared up one minor issue in that I was informed on telephone that they would expect a cheque in advance for £10 for each and every conversation they held records of, however your link states £10 for all records.
I will let you know if I manage to get any further , again , thank you.

GooliesOfFire

Good thread. They seem the cheapest on gocompare.com but after reading all that I'll stick to Adrian Flux, Endsleigh, Tesco, Co-op. At least they don't give me a stressful time.