AA Home ins-can I listen to the call?

mumpig

Hi
Hoping I'm jumping the gun here but I want to be prepared!

I had home contents insurance cover with the AA for 2010/11. As expected the auto renew quote was a silly price so I mse'd and got a better deal. So I phoned AA to cancel renewal. This was April 2011.
Changed bank accounts in January & the AA have been taking monthly payments since last April when it renewed, not cancelled as per my instructions.
(Yes I know I should have noticed before now but we all make mistakes!)
I phoned AA today & gave them not only the first name of the advisor but also I had fortunately noted the date and time of the cancelation call.
They say:
1. They have now cancelled the policy from today
2. I will still have to pay the DD until it’s sorted???
3. They will listen to the call and make a decision-this will take 48 hours.

So...I know I cancelled - hence noting time and date of call but what if they just call back saying I didn't-I don't have a leg to stand on and will be approx. £150 out of pocket.

Do I have any rights to insist on listening to the call or a transcript if they deny I cancelled?

Hoping as it’s a big company they won't just deny it to save refunding my £150.... thanks for any advice!

TSx

Yes, although you may have to pay a fee of £10 - you'll need to make a data subject access request to them, they they have 40 days to provide you with the audio or a transcript (if they have it). Guide on what to do here.

Where I work, we have, in the past, arranged for audio to be sent to policyholders when they mention this, without going through the formal procedure as making a subject access request will mean the AA will have to provide all data they hold on you - notes, account information, phone calls.

mikey72

You stand a good chance.
The AA have been notorious for not actioning cancellations of auto renewals.
The fact you have alternative cover helps prove you would not have expected them to continue.
See what they reply, and post back.
But you should be expecting a full refund of all money paid, with no fees deducted.

mumpig

Thanks for the advice and links I will wait (better prepared!) and see what they say and post back with an update when I hear from them.

hcb42

also provide proof of alternative cover to them

jaymo2010

One word of caution, many organisations only retain call recordings for a specific length of time. The organisation that I currently work at is only keeping 12 months of calls.

It may be worth an e-mail or a telephone call to find out how long they keep their call recordings, because if you do have to go down the Subject Access Request route you'll need to contact them prior to the end of the retention period.

If you do make a Subject Access Request, ensure that you provide details of the call you want to listen to. It should prevent you receiving information that you don't really care about, and should make it more likely for you to receive the call recording much sooner than the 40 calendar days that is specified for a Subject Access Request.

mumpig

Thank you everyone for the advice-AA admit the mistake (advisor forgot to cancel it & system fault...blah blah) & £125-46 on its way back to my account!
Cheers-I felt much more confident with your advice if it was denied-but all good

mikey72

mumpig wrote: »

Thank you everyone for the advice-AA admit the mistake (advisor forgot to cancel it & system fault...blah blah) & £125-46 on its way back to my account!
Cheers-I felt much more confident with your advice if it was denied-but all good

It's surprising how they keep doing that.

Glad you got it sorted.

The_AA_Company_Representative

Hello here, I'm sure we can get this sorted for you and it would seem this is in hand however, if you need further assistance our Customer Care team will be more than happy to help and they can be contacted on 0845 608 2818, Option 1.

mikey72

The_AA_Company_Representative wrote: »

Hello here, I'm sure we can get this sorted for you and it would seem this is in hand however, if you need further assistance our Customer Care team will be more than happy to help and they can be contacted on 0845 608 2818, Option 1.

The op said it was sorted 2 days ago.
Are you going to offer them compensation for the inconvinience?

dacouch

mikey72 wrote: »

The op said it was sorted 2 days ago.
Are you going to offer them compensation for the inconvinience?

The AA's response times have really gone down hill since they were sold to the venture capitalists