M&S Car Insurance

Lackagh

A word of warning.

I took out my car insurance with M&S Money in November 2009 and was pleased with the price, hence when the renewal came up in November 2010 - I continued with them.

Before Christmas I was burgled and they took my car. This was the start of my experience of the claims via M&S Car Insurance.

It took six days to contact the fire and theft department before I could fully report the incident. Then another two days to arrange for the completion of the telephone interview. Only once did they phone me - all other calls were to an 0871 number (no record of an alternative number!) M&S were assisting via Minister Law and did their best to move the procedure on but with little effect.

After 12 days and a few chasing phone calls an offer was made to cover the car cost - a very low offer which I rejected - they agreed to send out an interim cheque without prejudice and intimated it would be sent straight away! It wasn't sent for six days and then by second class post taking another four days to reach me. The company revalued my car and sent a second interim cheque which although agreed some six days later arrived with the first cheque. As these cheques take seven days to clear I still await the use of the money! A final valuation was agreed to my satisfaction and after five days it still has not been dispatched.


I have complained to M&S and they have referred the complaint to ABC Insurance who in turn have passed to their parent company Liverpool and Victoria. I had the pleasure of speaking with their Customer Service today and that name is not accurate. I have been told that whilst I believe they have not lived up to my expectation, they believe that they have exceeded their Service Level Agreement. They reminded me that I was not insured with M&S but with LV and as they do the business their way I had no avenue of complaint. Interestingly Customer Service told me that LV did not use 0871 numbers at their branches - which was strange as that was the only code I was given to conact the relevant department.


Apparently LV do not use the modern method of payment – BACS – they prefer cheques (no doubt to keep the interest in their pockets) and do not seem to care about the distress suffered by their customers!


Having had these problems with this insurance company – and I am stuck with them until next November – I suggest that even if M&S Car Insurance offer a very low price, check who the underwriters are and if LV then avoid at all costs. Customer Service is something that seems to have passed LV by!


The comment of ' you never know how good an insurance company is until you make a claim' is so true.


M&S Home Insurance is in contrast, an example of how it should be done, and I would recommend them to anyone.

dogbot

M&S car insruance is sold by BGL group (BISL) on a panel basis via price comparison websites; best price wins that quote. In this case you got LV so they are the people to complain too, so I imagine that is what they were trying to explain.

You have a clear right to complain to LV about the way the claim has been handled. Information on the standards for insurance complaints handling can be found on the FOS website.

Do pursue your complaint about service standards you receieved - particulalry arround taking agest to send you the first cheque. Remain calm and polite; you want the staff reading the complaint/talking to you on side! Remember they are humans too and probably under paid - they didn't cause the delays personaly so try to get them on side - "imagine if you were in the same position..." etc. Provide evidence of the 0871 numbers and ask for a refund of those costs.

Regards cheques - Most insurers still use cheques unfortunatly. This is very little to do with interest (this is minimal or nil anyway) and entirely to do with old computer systems that would cost a fortune to update securly. As cheques look to be phased out in the not too distant no doubt it will change.