Complaint to Ombudsman re. Autorenewal = A Sharp Practice

kingstreet

mikey72 wrote: »

Why didn't you want to renew with them?

I was too busy moving to the CSIS at your recommendation. Premium difference was minimal, but I liked the ethos.

mikey72

kingstreet wrote: »

I was too busy moving to the CSIS at your recommendation. Premium difference was minimal, but I liked the ethos.

Can't argue with that.

They appear to have ticked every box.

It's good to read something positive about BISL as well, a lot of the time they get slated on here.

dunstonh

On what basis? Your say so? I think not. I am sure with my informed thoughts behind it, such a complaint would hit home.

The FOS is not a policymaker. Your complaint is more in the home of the FSA.

So you are selling auto-renewal to your clients, dunstonh ? Saves you worrying too much about your renewal commission I guess, if the inertia works to your liking.

What commission are you on about? If there is some can I have it please because I havent seen any.

The FOS has authority to report what is causing problems to consumers. I have no interest in what the FSA seems to prefer. They are unfit for any purpose most of the time.

The FOS acts on FSA rules and guidelines. So, if the FSA are happy with it then the FOS will be.

Your sarcasm suits your position in the market dunstonh. You are a Ts & Cs man. Helps your business, doesn't it?

T&Cs exist to protect the consumer and the firm. As i have said a number of times, I don't particularly like auto-renewal. However, I don't see why people too lazy to read their renewal letter should get extra protection because of their stupidity and ignorance.

My motor insurance renewal was fourteen pages long. I knew which bits of it I needed to look at. I used about two minutes. That's because I know what tricks to look for.

All my recent renewal letters have been no more than two sides of A4. It was clear on each what to do next without having to wade through pages of documents.

You are an IFA who fancies their chances selling general insurance on the side, mostly because you know that if you handle the general insurance for your clients, your more lucrative investment business is less likely to be attacked by another adviser.

Really? please tell me how much I have earned from general insurance or how my "lucrative" investment business is being attacked. I would love to have your insight into my business.

What you don't want to understand is that a motor or a household insurance product is more complex than many of the life pensions or investment products your business sells.

Dont talk rubbish.

So Auto-renewal suits your business just fine, doesn't it?

How does it suit my business?

krebbin

So, due to having an outstanding complaint against my home insurer (they won't even acknowledge letters from the ombudsman), I rang them at policy renewal and explained I would NOT be renewing under any circumstances. That was over a week ago.

Today I receive a letter advising me on renewal of my policy, that the documents are on their way, and I will shortly be receiving details from the credit company.

The company are Lifesure and over the past 3 years they have caused me no end of grief with mismanaged communication, incorrect policy details and supplying insurance that was completely unsuitable to a home business.

Just thought I'd get that off my chest:-)

Sally_A

mildred1978 wrote: »

Just odd that someone who is old enough to vote, graduate university, become a teacher, buy a house etc still has mummy sorting out their administrative affairs.

Thanks Mildred, and just as I have supported your threads on other sections of the forum, when I could easily have said "Get a grip and grow some, and sort your OH out"; your comments are irrelevant, as we are all trying to save money, and those that can the best - hey! let them do it.

Daughter is not in the insurance trade, I am! Hence I get to do all the haggling, the reasoning with underwriters, and if I get to save £130 for our family - yes our family - we are still a team! - so be it. £130 for less than an hours work is probably better income than Paul McCartney.

ETA: she is not a uni graduate, teacher or a home owner!

olly300

2sides2everystory wrote: »

The FSA don't get to be happy with "it" because they don't deal with FOS complaints. FOS deal with FOS complaints. FSA are an ivory tower.T&Cs are constantly altered for extra profit.

Have you actually dealt with the FSA over motor insurance?

If you haven't then you can't state they sit in their White Towers as they have different people to deal with different things.

In the case of consumer insurance they do have people including lawyers whose job is to look at policies.

In my case they contacted the insurer and made them change :
1. How they told people about auto-renew i.e sending out a letter instead of automatically renewing with out telling them, putting it in the keyfacts instead of hiding it in the policy.
2. Got rid of stupid terms where you had to show them you had insurance with someone else if you cancelled after you discovered you had been auto-renewed. (Basically making it difficult for you to get out of the policy.)

Also since I was with Admiral group I've been with 2 other insurers, who aren't link to each other, and both of them have given me an option to opt-in to auto-renew online and on the telephone.

These boxes weren't small on the screen.

In addition they both had a downloadable PDF which they called "Key Facts" which stated "This policy may auto-renew".

And when I got the policy document they also had near the front of the booklets after the contents page and definitions a box called "Key Facts" which states again "This policy may auto-renew".

In the case of both these insurers they have a box with the heading "Key Facts" in bold .

Unfortunately it seems that many people when they buy things on-line do not read anything and automatically tick boxes or leave fields blank then wonder why they have problems.

Finally the FSA have made it clear on their website* that if auto-renew causes too many problems they will ensure insurers are made to get rid of it. However if people don't complain to them then they can't take any action.

*Their website has become a convoluted mess in the past 8 months.

olly300

krebbin wrote: »

So, due to having an outstanding complaint against my home insurer (they won't even acknowledge letters from the ombudsman), I rang them at policy renewal and explained I would NOT be renewing under any circumstances. That was over a week ago.

Today I receive a letter advising me on renewal of my policy, that the documents are on their way, and I will shortly be receiving details from the credit company.

The company are Lifesure and over the past 3 years they have caused me no end of grief with mismanaged communication, incorrect policy details and supplying insurance that was completely unsuitable to a home business.

Just thought I'd get that off my chest:-)

You need to send them a recorded delivery letter asap telling them you told them on the phone on xxx date you didn't want to auto-renew and they are still sending you documents, so you have now repeated your instructions in writing. Also mention that you are currently taking them to the FOS with your case no, and that if they take any money off you or effect your credit record detrimentally you may take them to court.

The recorded delivery slip is so they say they didn't get your letter they won't be believed if you do have to take the issue further.