One Call Home Insurance - incompetent! never buy

harvey115

I recently bought a Home Insurance policy through One Call and to my amazement I spoke to Nick Morris who has been praised a few times online.

I was quoted £285 on CompareTheMarket and when I called to check if I can buy, Nick reduced the price for me to £277. He did not confirm the details of the policy, so I assumed he had all the required details.

I gave my debit card details along with anything further asked, got the documents emailed to me. Straight away I called again because they quoted incorrect information on my policy (number of bathrooms and occupants in the property), I was told to send the policy document with corrections and it will be dealt with.

Now I have a letter saying I need to pay another £140.04 for the additional insurance premium because I provided incorrect information them which also inculdes their admin fee of £55!!!

I am not sure what to do with this now. I was stupid to trust such an incompetent company. I should have trusted my IFA they quoted me £350.

Any idea would be appreciated in terms of cancellation and written complaint. (I purchased the policy on the 5th of Sept)

PS - I am being told to cancel the policy I will be charged £77...

Any help would be appreciated.

*Scarlett

Did you do an online quote and ring to accept? If so ,do you have a copy of what was originally quoted and what you had input as the property details in email form or as a retrieved quote?

The advisor is not required to go through everything with you again as long as you have confirmed you are happy with the quote and everything on it was correct unless you ask for this.

Could it be that you did a couple of different quotes with them and the wrong one was selected?

I don't know a lot about One Call but it seems unusual that the number of bathrooms and occupants would make such a difference in price.

A lot of policies are bedroom rated so if you said you have 3 beds and you actually have 4 it would make a price difference. Not sure about bathrooms though.

How many people live in the home? Are they all family members?

Most mainstream insurers are not too concerned as long as all residents are family members.

You could have a look here as regards to reasonable cancellation charges and for making a complaint if you feel they are acting unfairly.

http://financial-ombudsman.org.uk/

If you do decide to cancel you can ask for a breadown of the £77 fee.

harvey115

Scarlet thanks you for your feedback.

I only did a single quote through Compare The Market and selected One Call. I then called One Call and they confirmed the price and then gave my debit card details to purchase the policy.

I logged into Compare The Market again and just went through the whole process again. The process does not ask for Number of accupants (only says occupied by and I chose family which is right as all occupants are family) and no question regarding bathrooms is asked.

Where do you think I stand now?