Quote me happy!!has any one used them before?

NonGeographicalMan

livalicious wrote: »

Argghh I dont believe this, after all the emails Ive sent to QMH, last night and today, including the complaints dept and the rep from Aviva on here, they have still taken double the payments out of my bank account today.

Did you email the officeoftheceo@aviva.com as I outlined previously? Your issue is so serious and urgent financially that I would also be copying or perhaps better forwarding copies of all your correspondence asking for her urgent personal intervention (given that QMH appears to simply ignore all known normal urgent corporate complaint procedures) to the Financial Services Ombudsman - natalie.ceeney@financial-ombudsman.org.uk You might also want to copy in the CEO of the Financial Services Authority - hector.sants@fsa.gov.uk - as the main regulatory body governing Aviva's activities. Clearly the way Aviva is dealing with urgent complaints on QMH is not good enough and something needs to change. The person responsible for ensuring this change happens is the CEO of Aviva.

If I was you I would also be copying this to a few established personal finance journalists at well known national newspapers as well.

Normally the company has 12 weeks to resolve a matter before you can go to the Financial Services Ombudsman but as this is a big amount of money to you and the company seems to have no normal remedy to put right a simple website slip up on their side quickly you clearly should be pressing for a resolution much earlier than that by Aviva.

The fact the double payment went through also speaks of very poorly designed IT systems by QMH as normally it is easy for a company to put in place systems to stop two payments being taken through their website on the same credit card or debit card number on the same day.

If you email and/or have emailed all the people I suggested I'm sure you will get a resolution soon but unfortunately it is clearly not happening as quickly as it should. I would recommend emailing the officeoftheceo@aviva.com with a link to this thread if you have not already done so.

Lum

Also, while this is going on, keep a record of every cost, inconvenience and bank charge that you have incurred.

Also as an aside, with any online payment system, if you attempt to pay and it doesn't appear to go through. Never just refresh and try again unless you can afford the hassle of being charged twice.

These are completely automated systems and it's just as likely for things to fail at the point it informs you that payment is taken than at some point before payment is taken

NonGeographicalMan

Lum wrote: »

Also as an aside, with any online payment system, if you attempt to pay and it doesn't appear to go through. Never just refresh and try again unless you can afford the hassle of being charged twice.

These are completely automated systems and it's just as likely for things to fail at the point it informs you that payment is taken than at some point before payment is taken

Agreed. I would always wait five minutes to see if these web payment pages complete (they always specifically advise you never to use the Back button on a payment page) and if they don't complete I would check my online bank account or telephone my credit card provider to see if they have gone through and not try and make the payment again.

Even so I can see how a double payment can so easily be made on a website and it is totally inexcusable for QMH not to have an urgent and rapid way to resolve this matter.

The fact that we have not so far had any posting from the Aviva Company Rep also speaks to the total complacency of the company over resolving this issue.

Lum

I wouldn't even give it 5 minutes. Some companies can take weeks to actually put the transaction through. The live part is just the "pre auth" stage, where they check if you actually have the funds in your account.

Thing is, with car insurance, you should have a quote reference, and in any case you should have a session ID, so it's pretty basic stuff, for a competent web developer, to check if the transaction has already gone through. It's basically the same as the double post prevention you will see on this very forum.

livalicious

I finally received an email earlier from [EMAIL="team@quotemehappy.com"]team@quotemehappy.com[/EMAIL] and they said I will get both payments refunded however it can take up to 3 to 5 days as this is to down the banks and they cant get it returned to my card any quicker.

At least I had a response back and some sort of confirmation that I will get my money back. However I still cant believe how shoddy this company's customer service is, from the web page that clearly has issues, to taking ages to respond, to this where Ive been majorly inconvenienced by not being able to access quite a large part of my funds in my account for the next few days. I cant get another insurance policy yet as I dont have the money to pay for it, nor anything else for that matter. I dont see why companies are able to do this and there are no repurcussions or that you arent able to cancel any payments made on your debit card directly with the bank.

ps. I didnt refresh the web page or click the back button when I initially paid. I entered my account details and clicked the payment button, it then took me to a registration page to enter my details to set up an account with QMH. Once that was done, I tried to open my policy documents but when I clicked on it, there was nothing there. So it looked like nothing had gone through, and then it said Still Awaiting Payment, pay now. So obviously to me it looked like the payment didnt go through, hence why I couldnt access my policy documents. I waited 5 minutes and it didnt refresh so I clicked it again. And then when the same message came up thats when I realised it may have gone through twice. I know web pages do sometimes have their issues, but surely the company should make it a priority that payments are not billed twice to the same account, especially when it involves relatively large sums which people can ill afford to be taken out twice in one go.

laura02

AVOID! They are a con. They have take my full insurance money and they do not let you upload for !!!!!! of no claims. Even though I uploaded it 4 times, they threatened to cancel my policy and ignore the fact i've uploaded it. I find it odd there are no reviews on this company other than the one that is on their demonstration video. They have taken £400 from me for 3 weeks insurance and ignore my emails. There is no such thing as customer service with this company. I have reported them to watch dog and will be taking it further.

arrowsmith

I used them, everything worked fine and I'm perfectly happy with them.

NonGeographicalMan

Following a rather ridiculous allegation from another family member (my sister) that she is absolutely sure that Andorra is not normally covered by a Green Card or the current included up to 90 day foreign use extension of a large number of UK car insurance companies I checked all my documents from QuoteMeHappy and sure enough Andorra is one of the countries that is fully covered on a Comprehensive basis for use outside the UK.

However whilst doing this I also came across the "Our Promise of Service section in my "Your Insurance Policy document". On page 28 of the "Your Insurance Policy document" there is a section entitled "Our Promise of Service".

This reads as follows:-

What will happen if you complain?

1. We will acknowledge your complaint within 2 working days
of receipt.

2. We aim to resolve complaints, following assessment and
investigation as quickly as possible.

Most of our customers’ concerns can be resolved quickly but
occasionally more detailed enquiries are needed. If this is
likely, we will contact you with an update within 10 working
days of receipt and give you an expected date of response.

What to do if you are dissatisfied

If you have a complaint about this insurance, you can write
to us at [EMAIL="policyproblem@quotemehappy.com"]policyproblem@quotemehappy.com[/EMAIL] or telephone
us on 0844 891 1181*

If you have a complaint about a claim you have made
please contact us on 0844 891 3506* or email us at
[EMAIL="claimproblem@quotemehappy.com"]claimproblem@quotemehappy.com[/EMAIL].

If you remain unhappy with the decision you receive, you may write to us at Quote me happy, PO Box 6, Surrey Street, Norwich NR1 3NS.
If you are dissatisfied with our final decision (from the Chief Executive Officer), you can refer the matter to the Financial Ombudsman Service (FOS). Full contact details of both our Chief Executive and the FOS will be provided when we write in response to your complaint.

So quite clearly there is a phone number for complaints which are not claims but about other matters such as policy maintenance, administration, cancellation and payment. At www,saynoto0870.com they suggest that 0844 891 1181 is actually a number for Aviva and not QuoteMeHappy but this is simply because there is no QuoteMeHappy in terms of employees or the company you are dealing with. Your policy with QuoteMeHappy is an Aviva car insurance policy merely branded as QuoteMeHappy. All the employees responsible for the QuoteMeHappy brand work for Aviva. This is just the same as the MoreThan brand which is in fact just another car insurance brand from the Royal & Sun Alliance group in just the same way as other car insurance brands that they also run like Volvo Car Insurance.

So I would suggest anyone with an unresolved issue on a policy with QuoteMeHappy that cannot be resolved through their normal Contact form or their NotHappy contact form therefore calls 0844 891 1181 and if they get told by anyone on that number that QuoteMeHappy is an online only brand and that they do not accept calls that they refer the person they are speaking to the Our Promise of Service section in all QuoteMeHappy policy documents which quite clearly indicates that customers are allowed to telephone about unresolved complaints matters that are not insurance claims whilst claims themselves actually have their own dedicated complaints number. If that doesn't work then email the CEO of Aviva using the email address listed at www dot ceoemail dot com and tell him/her that their staff are failing to follow the documented telephone complaints procedure in the Our Promise of Service section of their own Aviva issued insurance policy documents under the QuoteMeHappy marketing brand (there being no insurance company called QuoteMeHappy but only Aviva insurance).

I would agree with others here who complain about Proof of Bonus not being accepted when it should be as QuoteMeHappy do seem to be refusing the majority of Proofs of Bonus offered to them by customers for no obviously good reason. However I feel that some customers simply panic when they then find they cannot make contact on the phone with QuoteMeHappy to resolve the matter whereas if they are patient and use the Not Happy complaints form on the QuoteMeHappy website and/or an email to the CEO of Aviva the matter can always be resolved in the end. I agree it shouldn't have to be this difficult but for a saving of £120 on any other insurer in the marketplace and a laughably low insurance price for a Group 14 sports car I am prepared to suffer some inconvenience.

Debbony

I so wish I'd checked reviews before placing my car insurance with QMH. Dealing with a purely online company has been frustrating, time consuming and ineffective - and potentially leaving me exposed without insurance - I'll not be renewing with these again.

I binned my previous companies renewal notice when I took my insurance out with QMH - as far as I was concerned it was no longer needed. Unusually, QMH need YOU to prove your no claims - never before required! Despite chasing my prior company there were delays - I was no longer a customer, they were hardly going to prioritise my request. 3 emails to QMH to explain the delay, and that they'd been invited to contact my prior insurer direct, elicited no response. I then receive a letter threatening to cancel my policy within 2 days (with hefty cancellations costs), panicking due to lack of email reply I used their webform, but despite their stating they're there 24/7 and aim to respond within 2 working days, the automated response email states they're busy and aim to get back within 3 working days.

After the next 2 days I'll have no idea if they carried out their threat and if I've insurance and therefore can't drive my car and get to work.

Yes, call centres cost but a 3 day response time on a legal obligation such as car insurance is not good enough! The stress and time dealing with them is easily worth the extra £20 a proper insurance company would have cost.

Avoid!

Lum

Just for future reference askmid.com will tell you if your car is currently flagged as insured and thus probably safe to drive.

In a situation like this I'd probably do a date/timestamped printout of it each morning which in the worst case scenario will show due diligence in ensuring that you were covered even as Quote Me Crappy proceed to screw up.