Problems with Co-op Car Insurance

cfkp1509

My partner renewed his car insurance On June 27th. While he was on the phone he informed them that our car was now kept on the street (previously the car was kept in our rented garage). The lady he spoke to said she would update the system and get his new policy documents sent out to us - to be with us in 7-10 days.

On July 13th there was still no sign of any policy documents. OH called them again, spoke to a gentleman, who couldn't understand why no documents had arrived. He said he would get them re-sent and went on to check car registration, and asked where is the car stored over night?. My partner explained he had informed them of this in his last call. The gentleman said he had corrected the system and everything was now fine.

Having been away for 3 weeks we came home to find we still hadn't received any policy documents. OH was annoyed and rang them (August 8th). The gentleman OH spoke to said our address was showing as "unknown" - so asked my OH to re-confirm our address. He then says he will get the policy documents sent out again (for the third time now). Again he asks for details of our vehicle and asks where it is stored overnight. For the third time in 3 phone calls OH tells him the car is now kept on the road. The C0-op guy assures us the system has now been updated.

OH made a written complaint to the Co-op about the problems he has encountered. This letter was received by them on August 15th. We haven't yet received a reply (or even an acknowledgement letter) yet.

OH has been waiting for policy documents for nearly 2 months now :eek: ... and why is there system not updating our details??

Any help is appreciated.

huckster

I suspect that the policy record has corrupted on their system, so is not recording updates properly and documents are therefore not printed. Insurers do have problems with their computer records, as do many companies in any field. It is up to the staff to recognise there is a problem and to do what they need to do to fix it.

I would suggest that your partner phones them in the next few days to see what they are up to.

thegirlintheattic

Nothing new for Co-Op. Just had problems with them adding an additional driver whereby they screwed up the details then told us because they had screwed up the change could no longer be made.

Did your letter include a time frame for the reply? i.e. reply within 30 days or we'll escalate the complaint?

Get your partner to call up and not get off the phone until the policy documents are on their way via special delivery. Also make sure that the car is showing as insured on the MIB.

McKneff

If yu have to ring them again, perhaps you will find this useful, I presume youre ringing an 0845 number.

0800 0113352

Freephone :j

cfkp1509

thegirlintheattic wrote: »

Nothing new for Co-Op. Just had problems with them adding an additional driver whereby they screwed up the details then told us because they had screwed up the change could no longer be made.

Did your letter include a time frame for the reply? i.e. reply within 30 days or we'll escalate the complaint?

Get your partner to call up and not get off the phone until the policy documents are on their way via special delivery. Also make sure that the car is showing as insured on the MIB.

Unfortunately OH didn't give them a deadline If we don't hear anything from them soon do you think we should send the same letter of complaint, but this time give them a strict (say 14 days) response time?.

cfkp1509

McKneff wrote: »

If yu have to ring them again, perhaps you will find this useful, I presume youre ringing an 0845 number.

0800 0113352

Freephone :j

Thanks for this McKneff :T I'll get OH to call them today.