Product Insurance

hazeleyes

I recently noticed on my bank statement a payment to Domestic & General.
Following an exchange of emails it appears that this relates to a Repair Plan regarding my (5 years old) dishwasher. I recall that in 2009 there was a problem with the product and having contacted Indesit, the quote for the repair was such that we were pursuaded to effect this policy (yes....I know!). The only piece of paperwork which I hold is the original agreement dated June 2009.

The T&C's state "at the end of your period of protection we will write to you about renewing. If you pay by DD (which we do) your renewal notice will show the amount we will automatucally collect unless you inform us otherwise". The initial period of protection ran from 19/6/09 to 19/6/10. I have never received any renewal notice (or any other paperwork apart from the original agreement). D&G say that a renewal notice "would have been issued 4-6 weeks before the renewal date" but have not specified an exact date of issue. Premiums for the first and second years of cover (2009 and 2010) were taken in 4 consecutive monthly instalments viz: July/Aug/Sept/Oct for 2009 and Aug/Sept/Oct/Nov for 2010) but in 2011 they took them in quarterly payments in July/Oct 2011 and Jan/April 2012. So in my eyes,the T&C's have changed also.

I have asked D&G under what authority the DD payments have been taken once the original term of cover ended in June 2010 but all I get is that the "renewal notice would have been issued 4-6 weeks before renewal...." and basically being told that as they didn't hear from me they continued to take the payments in good faith.

I have reiterated the point that I did not receive either any renewal notices or anything to say that the payment dates would changed from 4 consecutive months to quarterly but I seem to be getting nowhere.

I intend to cancel the plan as soon as I have sorted this matter out but I wondered if anyone could tell me if there's anything I can do regarding non-receipt of renewal notices and how to counter D&G's stance? Am I covered by the DD Guarantee in these circumstances and if I am, whom do I contact?

Many thanks.

wealdroam

Talk to your bank about the DD guarantee.

So twelve Direct Debit payments have been taken from you bank account... is that right?

I assume you have no problem with the payments for the first year, as you agreed to this insurance.

I think you need to take some responsibility for not noticing the eight offending payments that D&G have taken from your bank account.

hazeleyes

OK , so mea culpa but if D&G's system is such that records only say that renewal notices are issued 4-6 weeks prior to renewal date, how do they prove actual issue? And where does their responsibility lie (surely this is a 2-way thing?)not only re the renewal notice but also the change in T&C's?

wealdroam

hazeleyes wrote: »

OK , so mea culpa but if D&G's system is such that records only say that renewal notices are issued 4-6 weeks prior to renewal date, how do they prove actual issue? And where does their responsibility lie (surely this is a 2-way thing?)not only re the renewal notice but also the change in T&C's?

Yes, it is a two way thing.

I only said you should take some responsibility.

meer53

Do they have your up to date address ? I have 3 policies with D & G and always receive renewal notices from them. I did have 5 policies with them until this year (new kitchen fitted 3 years ago, all fitted appliances covered) and thought that 5 separate letters for renewal was a bit silly ! One would have done! It's quite clear in their letters that if you don't respond they will renew it.

arcon5

What is the exact wording in their terms about them sending a renewal notice?

I agree with above, you must take some of the responsibility for this, after all you did agree to the initial contract with an auto-renew clause.

meer53

It says on the renewal notice that they will renew unless you contact them. Would imagine it's the same in the original t & c's.