AA breakdown cover mis-sold / mis-selling

pickpocketlocket

fatbadger2 wrote: »

Failure to read terms and condition... a fairly critical bit of information, along the lines of "you are not covered for trips within the UK" would both be clear and helpful in selecting the correct policy.

I did not read the T+C booklet, like 95% of the population wouldn't have. If that was always required in these circumstances, then it would take several years to select the correct policy from the multitude on offer. The general public rely on honestly and clearly worded summaries.

It does not take long to check the t&c's cover your requirements. All you need to do is find the policy you think is most suitable from the key points, and then read through the terms before signing to be sure. You don't have to read every policy!

If 95% of people do not read the terms and conditions (personally I don't believe the figure is that high), then more fool them. It's not rocket science.

InsideInsurance

I would argue it was much higher than 95% that dont read.

For a former client selling mass market car insurance they had in their website buying process a page with about a 18 bullet points, a link to the policy summary and a link to the policy booklet.

At the bottom of this page was a statement to say that by clicking on the proceed button you had read all of them and agreed to be bound by them.

The average time spent on that page, INCLUDING the time it takes for the page to load was under 5 seconds.

Now, I know I am a slow reader but given you're talking at least a second or two for the page to load, another second to scroll down to find the button etc.... i doubt the remaining second is enough to fully read the declaration let alone all the rest of the content and the two attached documents.

JimmyTheWig

dunstonh wrote: »

A guess if the FOS were to look at it would be that they wouldnt care about the T&C but would look at the webpages involved in detailing the product and the application pages going through the process of buying.

I would certainly say that would be reasonable.

So (post #12) the OP looked at this page
http://www.theaa.com/breakdown-cover/european-breakdown-cover.jsp
That page only talks about being abroad, but doesn't specifically say it isn't valid in the UK.

They then clicked (post #12, again) the "Countries covered" link and got to this page
http://www.theaa.com/breakdown-cover/european-breakdown-cover.jsp#tabview%3Dtab2
This shows the UK in yellow, as though it is covered, but also includes the line "this is not a replacement for our UK breakdown cover."

I think that it is not very clear, but I'm certainly not convinced that the complaint would be upheld.

InsideInsurance

Especially as when you go through the quote and buy process it does show the UK as unshaded and not listed in the countries covered.

dauphin

The policy provides for cancellation within 14 days of receipt of documentation, with full refund of premium. OP, are you out of time?

fredy5

InsideInsurance wrote: »

when you go through the quote and buy process it does show the UK as unshaded and not listed in the countries covered.

Jees-louise, do u work for the AA or what! On the first page it IS shaded.

In the year 2012, when most transactions of this sort are done online, and most people are very busy at work etc, and have rummage around the web for an insurance policy when they have time, the idea that a breakdown cover that is for europe but doesn't include the UK should be specifically stated in a single bloody bullet point does not seem unreasonable to me!

Thanks for the info, but I think it is at worst, misleading, and at best, not clear. If you don't then I guess you must have far more time on your hands than I do, good for you :T

InsideInsurance

No, AA isnt one of my clients.

Generally speaking, the information passed during the buying process is given greater weight than other information that is elsewhere on a website. Especially when you are explicitly told on that page to make a decision.

I agree that we are all busy in life today and certainly some companies do take this into consideration when designing customer interactions (both positively and negatively) but we do also have to hold our hands up to our own mistakes when we make mistakes when we are acting in haste

magpiecottage

I too have looked at the page.

It DOES show the UK as covered. However, this IS correct in the sense that it you are covered for the entire trip which, by definition, will include some UK travel if you are a UK citizen. When I drive to the a holiday on the continent, my first and my last hundred miles are across the south of England.

Below it, though, it also says "Please note, however, that this is not a replacement for our UK breakdown cover." I therefore think it is clear that it is intended only for trips involving travel outside the UK.

If you want to include both in the same policy, Britannia Rescue's de luxe cover will cover the vehicle (regardless of driver) anywhere in Europe. It does not cover you in other vehicles, though.