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!!!