Privilege car insurance & fight for cash-back

CathJo

Hello,

I took out my car insurance policy last year with Privilege, after doing a comparison on moneysupermarket. It was the best option with £25 cash back after 45 days.

I have now been fighting with Privilege since December to get my £25 back. I phone every two weeks, and am just getting constantly fobbed off. At one point they said the cheque had been posted, but as expected, nothing arrived.

Its got to the stage where I think sod this, its only £25, but its the principle now!!! I presume nobody gets this cash back, unless they are extremely persistent.

How can they advertise this offer, then not follow it up?

When my insurance expires this year I will most definitely be changing companies-I think if the customer service is so crap with such a minor matter, what hope do I have should I ever actually need to claim???

Any advice on what to do is most appreciated!! Thank you xx

Quentin

You could get tough and threaten them with court action.

Send a letter before action saying they now have 14 days to pay otherwise you will take legal action over this.

If they ignore it use MCOL to issue a claim.

InsideInsurance

Was the cashback advertised on Privilege's own website or was it cashback via the likes of Quidco?

CathJo

Hi,
It was advertised on the money supermarket site, and said they would give it you back when the policy had run for 45 days??

Little_Dorrit

My husband took out car insurance with Privilege last November, with £25 cashback. I have been calling them since January to chase up the cashback cheque. During the first call I was told by the lady that she would send an email to appropriate department whilst I was on phone. I waited a couple weeks but no cheque arrived. Phoned again and was told it was a mistake it is 90 days after policy start, despite having email confirmation the cheque will be sent after 45 days! Waited to end of Feb, still no cheque so called again in early March. Still no cheque. Called last week and was passed to four different people and on the phone over 30 minutes. The lady said she would put it as a complaint and get cheque issued. Yesterday the cheque arrived! If nothing came I was going to write to them as a complaint and send a copy to the Financial Ombudsman (as detailed in their policy booklet). I have called 4 times and probably spent over an hour on the phone to them. The only good thing I can say it that the call was free and the call centre is in the UK. I think they just hope that people will forget about the cashback or give up chasing for it. It is unlikely that I shall use them at renewal. Don't give up CathJo, hope you get your cashback.

CathJo

That is exactly the same as my story, including being told relevant departments were being contacted, and changing the 45 days to 90 days, its identical! And my cheque has also arrived this morning, hurray!!! However, will still be changing companies when the policy lapses-can't be doing with poor customer service, and that is exactly what it has been.