One Call car insurance

hewielewie

In January my wife changed her car insurance to One-Call as it was a every competitive price. They asked for her proof of her no-claims and she duly contacted her old insurance and sent it off. She then receives a letter from One-Call stating that if she does not send her proof her insurance will be void. Again she contacted her old insurance and sent it off to One-Call. All seemed fine until at the start of February she receives another letter from One-Call in which they say they need copies of her driving license and because they were not sent in a £15 admin charge has to be paid. On reading the information it did state that One-Call asked for these details but as no other insurance company has asked for them in the past it was a genuine oversight on her part. She contacted One-Call and explained the situation and was told that if she sent in the copies the charge would be waived. The next day she copied all relevent parts of hers and my license and sent them off...

Now 3 months later she has reveived another letter stating that she owes One-Call some money and if it is not paid then there will be an additional charge. After being on the phone for 27mins!!! she was informed that the charge of £50 is overdue because One-Call has not recieved the license details. Now I know she sent them off because she took my license to photocopy. It does state on the letter that you can scan and email them, fax them or post them to One-Call. It does not, however, state anywhere that you need proof of postage or they need to be sent recorded. The advisor has said that there is nothing that can be done as they did not receive the information they require. My wife knows she sent it and now it is her word against One-Calls. She is willing to scan the documents today or even drive down to the companies headquarters as it is in the same town but the advisor is adamant that nothing can be done. How do we know that they have not lost the documents or even worse deliberately mislaying them in order to get money out of unsuspecting customers.

What will happen if my wife refuses to pay this money and is there any complaints procedure we can go through to resolve this situation.

We have read lots of bad reviews of One-Call and the majority of them mention lost documents or not receiving documents.

Needless to say neither she nor I will be going with One-Call again and I advise all who read this to think twice about insuring with them!!!

pmduk

I can't advise other than to suggest they change their name to one call and half a dozen letters!

Freddie_Snowbits

OP, try the motoring thread.

I would not pay and consider moving insurer after the insuance runs out

Liam002

Could you speak with someone higher up in the company? This sounds like they are not making any efforts to retain their customers!

JaySFnB

I'm having the same issue with One Call, despite them confirming twice they have received the documentation.
They had already taken the £49.95 'admin charge' from my credit card & are now refusing to refund it.

squeaky

Hi,

The insurance board covers car insurance well, and there's a very useful sticky which may help you; so I'll move your query across there.

Good luck

Forum_Team wrote:

Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere (please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email [EMAIL='forumteam@moneysavingexpert.com']forumteam@moneysavingexpert.com[/EMAIL]