change of address and car insurance cancellation

Marta_R

Any advice would be appreciated - not sure what my rights are?

I have had my car insurance with e-car for second year; we moved houses (to a new-built) and when I wanted to make changes online to reflect that, my post code was not recognized. As the advice online stated, I have contacted customer services explaining details as I was sure they would just input in manually or do whatever needed to help me our. Instead I was advised by their technical department that I have to find new insurer, as they wont provide my car insurance in new place - they didn't give any reasons why.
As I had a lot on my head due to our house move, I followed their advice, cancelled the policy (found new insurer) and sent back motor insuracnce certificate to enable them to make the refund. As it stated in writing in an e-mail I received following the cancellation my refund should be made within 14 days from the date they received the above certificate returned.
As far as I know they received it and signed for in on 3 March...still has no money refunded to me either by cheque or paid back to my card, despite my e-mails sent to them - they keep apologizing for the delay and nothing is happening.
As it turned out I was also charged the administration fee of 75 pounds for cancelling my policy. Again - despite my explanation that it was them rather not me making that decision, the e-car people doesn't seem to be willing to waive the fee.

Please advise what should I do about them being already 4 weeks late with my refund (and clearly they must be using my money for their benefit for that time, and I pay interest on my credit card as well as the money is not there!) and whether I am right about the admin fee to be waived in my circumstances?

Thanks in advance

Marta

dunstonh

Many companies will waive the charge if it is them who will not offer cover. However, some still charge it. You should check the terms to see what it says.

lisyloo

E-car are cherry pickers.
E-bike (same group) recently declined to quote my husband. He's 44 with no claims or convictions, 2 years NCB and has an advanced riding qualification.

I suspect the new area is slightly higher risk and they are cherry picking low risks.

You took out an annual contract at the old address, so I'm afraid that's technically it's you that's breaking the annual contract.
I appreciate that sounds harsh but I'm just saying that's how it is from a legal point of view.
They are not breaking the original contract, you are.
They are simply declining your changes.
Sorry if that sounds harsh, but I don't think you would have a leg to stand on legally.

Marta_R

Well, I think I was lucky - after sending them another e-mail requesting the admin fee to be waived and also highlighting again that they were late with the refund (I was very articulate about what my feelings about the situation were) I got the reply saing that as a gesture of goodwill they will waive the cancellation fee and also will proceed the refund with high priority. Impressive.