Cost for Cancelled Insurance due to missing call

misssarahleigh

More than (last company) haven't yet provided me with my no claims.

After I get a letter remind me from Sheila's wheels (new company) I ring them an explain. Thats fine they say, just send it when you have it

1 1/2 later I get a letter saying policy is cancelled (5 days ago, lucky I haven't been caught).

Spoken to them for 55 mins. They have no log of the first call and will therfor be charging me:

£55 cancellation as well as pro rata insurance and a full years car hire. Total cost £82.

I protest that this is very unfair since I called and it's not my fault that they do not have a log.

The only option they give me is checking a different system. But for them to do that I have to provide a date and EXACT time I rang. I cannot provide this as I called from work. We're a big head office and itemised records like this don't exist (1000's of calls are placed every day)

The call was two weeks ago and although i'm a little obsessive about things I'm not that bad that I write down the date and time of every call I place (I do when thing are ongoing, but this was my first call and I didn't predict this one)

I highlightes that this was unreasonable to ask. I very much doubt if you asked 100 people the same question you would get a high sucess rate.

Where do I stand in terms of getting at least some of the money back?

YorkshireBoy

There's a FAQ on their website which says...

Do I need to provide evidence of my no claim discount?

If you decide to take out a policy with us, you'll need to provide evidence of your no claim discount, which must have been earned on a private car insurance policy in the UK. Failure to do so within 24 days will result in your policy being cancelled with an administration fee being charged.


https://www.sheilaswheels.com/faqs/swm_faqs/car_insurance_faqs.html#faq_4

Is the same wording in your actual T&Cs? If it is, and 24 days have elapsed, I'm not sure the alleged words of a CSA can overide these T&C...even if they did say "thats fine, just send it when you have it".

I mean, if they were familiar with their T&Cs they surely wouldn't leave it so open ended would they? After all, what's the point in saying 24 days in writing, and then giving you, say, 7-8 months grace over the phone?

There may be a bigger problem looming though...because now when asked if you've ever had insurance declined or cancelled or special terms imposed you'll have to say yes!

Do you now have the proof of NCD? If so, send it with your begging letter.

misssarahleigh

Still not arrived.

I understand the terms and conditions but I physically cannot give them something that I do not have.

They aren't disputing what the CSA said, they just want proof I called, which neither of us can provide. I don't see why I have to bare the burdon of costs because their computer system hasn't recorded the call.

rs65

misssarahleigh wrote: »

I understand the terms and conditions but I physically cannot give them something that I do not have.

Do you not have a renewal notice from morethan that you could send them?

misssarahleigh

rs65 wrote: »

Do you not have a renewal notice from morethan that you could send them?

I do, that at this point their attitude is that it's to late, i'm being charged.

They cannot prove I called, I cannot prove I called, so why am I taking all the financial penalties? Their the one with the call recording system.

Basically it's a matter of "computer says no"

YorkshireBoy

rs65 wrote: »

Do you not have a renewal notice from morethan that you could send them?

Trouble is it may not show enough/any 'carry through' NCB from the previous insurer to back up what the OP is claiming.

These days you have to keep at least 9 years car insurance details, including all renewal notices for just such an eventuality experienced by the OP...and myself recently when I switched from a 2nd year policy with Saga to Sainsburys (on changing my car), and had to rely on previous years NCB earned with Churchill as supporting information. Thankfully I keep good records!

misssarahleigh

I have all those records Yorkshire buy. I've been driving 5 years and have all my paperwork for the entire period.

Issue is, this doesn't make a difference. I was informed to wait for it, they cancelled it anyway and are claiming they have no responsibility.

As another point. The letter I got was dated the 19th telling me it was void from the 13th. I never realised. Should they not have done more to inform me? they have my home phone/mobile/email and address. I find it rather odd considering the importance of insurance that they chose to send me a letter 6 days after it was cancelled?

YorkshireBoy

misssarahleigh wrote: »

I have all those records Yorkshire buy. I've been driving 5 years and have all my paperwork for the entire period.

So what were you waiting for from Morethan?

If the NCD entitlement, don't they put it on the renewal notice?

The letter I got was dated the 19th telling me it was void from the 13th.

When was the effective start date of the SW policy?

misssarahleigh

YorkshireBoy wrote: »

So what were you waiting for from Morethan?

If the NCD entitlement, don't they put it on the renewal notice?When was the effective start date of the SW policy?

More than show my proof on no claims for four years (think thats the right answer)

didn't get one with my renewal letter, had to ring and request it.

Start date was the 19th May

mikey72

We also have a right to cancel your policy at any time by giving you seven days’ notice in writing. We will send our letter to the latest address we have for you. If we do cancel your policy, we will refund the part of your premium you have not yet used. - FAQ #19. Write to them with an official complaint that they haven't followed their own procedure to inform you of the cancelation, enclose a copy of the proof of ncd, and state you want the policy re-instated, or you refer the complaint to the FOS.

misssarahleigh

mikey72 wrote: »

We also have a right to cancel your policy at any time by giving you seven days’ notice in writing. We will send our letter to the latest address we have for you. If we do cancel your policy, we will refund the part of your premium you have not yet used. - FAQ #19. Write to them with an official complaint that they haven't followed their own procedure to inform you of the cancelation, enclose a copy of the proof of ncd, and state you want the policy re-instated, or you refer the complaint to the FOS.

I'm going to write and complain. Just wanted to see where I stood legally.

I don't want the policey. He said I would have to pay my deposit again etc meaning I would be £150 down as they took a payment today (I did ask why they took a payment on the 20th when the policey was cancelled on the 13th leaving plenty of time to cancel the DD but didn't get a reply.)

Obviously by than point I didn't want anything to do with them so hoped on aviva and got my insurance through them as I need to go to work tomorrow and ironically a drunk man broke into my neighbours car early this morning, the police were called and the car towed (she thought it had been stolen). Just feeling rather lucky it wasn't mine he picked as I wouldn't have been covered would i!!!