Quotemehappy.com major problem

Doranora

Hi, I hope someone can help, especially as I've read that someone who works for Aviva (who own quotemehappy.com) checks these forums.

My partner has bought car insurance from quotemehappy.com but they won't accept his NCBs - they also won't really say why. Their emails seem to be machine generated and only say, rather cryptically, that "The current document you have supplied doesn't confirm your entitlement at expiry of your last policy."

He has uploaded both a renewal form from his previous insurer and then a cancellation notice when the first proof wasn't acceptable.

Attempts to communicate by email are met with more form replies. These replies are taking well over 24 hours to reply each time, and normally closer to 48 hours.

Since he only has 14 days to upload his NCB proof successfully, my partner is now getting close to having to cancel his insurance policy with quotemehappy.

Has anyone else had issues with form reply emails that are slow to arrive and are no help when they do?

We're really not sure how he can rectify whatever the problem is if no one will communicate with him to explain what the problem is!

dacouch

If he's cancelled his insurance after the renewal date, the new Insurer will require no claims bonus stating his entitlement as of the date of cancellation.

A cancellation notice might not confirm the no claims bonus or if it does it might not be in a way normally accepted by an Insurer.

If this is the case, ask your last Insurer to send you written confirmation of your no claims bonus, they will normally send a document that's acceptable.

forgotmyname

Was the previous insurer a UK company?

Was it a trade policy? And now wants a private policy?

Need a few more details.

Doranora

dacouch, thanks for the reply. Unfortunately his previous insurer is another online only company with no phone number and email correspondence only (he's learnt his lesson now!), and their website is down, but he's going to try and get his NCB from them. I think it'll be too late to avoid cancelling the current plicy though, as he doesn't want to risk quotemehappy cancelling. As far as we can tell, the information that's being sent to quotemehappy is correct, but because they won't communicate with us, we can't find out what the specific problem is.

forgotmyname, thanks also for the reply. The previous insurer was rsa echoice and was a 'normal' private driver policy (if that's the correct phrase), nothing special at all.

Thanks again for the responses :-)

jamhun

Search through their website, as by law all UK websites must contain full contact details.

James

Doranora

Jamhun, thanks for your reply.
This is what the official 'contact us' page of their site says:

"
We do some things differently from traditional insurers. We're online only and we only use call centres when dealing with claims. This helps us keep our costs - and your premiums - low.
So, if you need to get in touch with us, we're available 24/7 by email and will aim to get back to you with an answer within one working day.
Of course, if it’s an emergency and you need to make a claim, please log in to My account to get our claims helpline phone number.xx
"


I have no idea what the 'xx' at the end means! I've had a search round their site but am no closer to finding anything resembling a phone number for anything other than for claims.


But it's now getting on for 48 hours with no response to the last email sent.


Also, to make life really fun at the moment, the previous insurer, RSA, still has a website that seems to be broken, so no way of contacting them either to try and get a letter/email with the NCB on that.

jamhun

Just phone RSA and ask them to send out details of your NCD.
If you are luck, you might get a decent adviser who will email it to you.

With regards to finding no phone number on the site, report them to trading standards or whoever it is that regulates UK websites.

James

Quentin

jamhun wrote: »

Just phone RSA.....
With regards to finding no phone number on the site, report them to trading standards or whoever it is that regulates UK websites.

James

The op already posted they don't put their number on their site!

And there are no regulations regarding putting phone numbers on uk websites! (You must give an email and ask geographical address)

Doranora

Okay. we've been in contact with the previous insurers, RSA echoice. Luckily their website was still down, because a holding page was up in its place, talking about contacting them by phone.

I'd imagine it's still going to be the same emergency phone number whether their site is up or down, so I'll list it here, in the interests of anyone trying to get in touch with RSA echoice in the future by phone:

0844 854 8855

The nice lady to whom we spoke said she'd pass on the request for a headed proof of No Claims Bonus to the right department and that it would be sent out and we should expect it within 7 to 14 days.

We tried to get an email confirming proof, but she said that wasn't an option, but the letter went out with a first class stamp. She did say that they would confirm over the phone to any insurer who rang that the No Claims Bonus was in place and valid. We have invited Quote Me Happy to do so in previous, since unacknowledged emails.

Due to continual terrible communication from Quote Me Happy we've now been reduced to sending an email to the Quote Me Happy social media team in the hope of help. We found their email address
[EMAIL="social@quotemehappy.com"]social@quotemehappy.com[/EMAIL]
via their Twitter page.

Will we get a reply? I'm not betting on it.

We still don't know how long it will be before Quote Me Happy refuses us insurance because they're not happy with the No Claims Bonus proof we've shown. Their cut off date is 14 days within taking out the policy, we believe, so if we don't hear back allowing us longer to do so, we shall cancel the policy and seek out a competent insurer.

We don't want this hassle. It's aggravating that no one from Quote Me Happy seems interested in helping us. We don't want to complain to their parent group Aviva but if we have to then we will. We don't want to have to put the case to the Ombudsman, but again, if forced to we will.

If only someone would speak to us...

We've phoned the only available number on the Quote Me Happy website -- which is for customers to make a claim -- and the line is always busy and suggests calling at a later hour. Then you're cut off.

It does make me question their ability to deal with an actual claim after the experience we've had just trying to get a person to speak to from them.

Quentin

Once you get past the cooling off period then it will get expensive to cancel, irrespective of whether or not they allow any extension to get the correct document to them. And beware them giving you notice they are cancelling your policy

Doranora

Bit of an update:

After use of twitter and emailing quotemehappy's social media we've had some kind of response - at last!

The response has been to send another form email congratulating us that the proof of NCB that was uploaded last Saturday (15th September) has been accepted.

No reference has been made to any of the other emails that have been sent, and the several tweets and the email to social media have also been ignored, but at least we've had a positive response at last and know where we stand as regards the insurance and the NCBs.

Thanks so much to everyone who has offered advice here :-)