Insurance excess increased

Gavin_C

Last week I renewed my insurance.

The renewal notice received stated there was £0 voluntary excess and £150 compulsory excess.

I accepted the renewal as stated; nothing needed changing.
I was happy with the cover and the premium quoted.
I paid the annual renewal in full using my credit card.

Today I received confirmation from the insurance broker including my new certificate of insurance.
However, the insurance now includes an additional voluntary excess (in addition to the previously quoted compulsory excess)

I have called the broker and advised of the apparent error.
They say there is nothing they can do now as the new policy has now already commenced (my old cover expired mid-week).

They said the only thing they could possibly do is cancel the new policy I have taken out. A cancellation administation charge may apply (but they might be able to waive that in the circumstances), but a full refund would not be possible as I am already on cover, so they would charge according to the agreed cancellation scale for the period I have already been on cover.

They could then set up a new annual policy with the £0 vountary excess (although I would have to pay for this again at a price they have yet to quote).

This doesn't seem right to me. I have not been provided with the cover I was originally quoted for, and they accepted my premium for.

I know I could get cover elsewhere at the same premium and terms of cover they quoted for (but haven't supplied) if necessary, but I don't see why I should suffer any loss due to this error.

Any advice please?

Gavin_C

The annual premium paid was less than £100.

Would my credit card company help me if necessary?

Quentin

Not under s75.

Quentin

Gavin_C wrote: »

The renewal notice received stated there was £0 voluntary excess and £150 compulsory excess......

I have called the broker and advised of the apparent error.
They say there is nothing they can do now as the new policy has now already commenced .....

Your broker is trying it on.

Get back on to them and only deal with a manager.

If they persist with this approach, then formalise a written complaint and escalate it if needed.

Gavin_C

Thanks Quentin.

The person I spoke to on the phone did seem a little confused as to what to do, although he admitted he could see the difference between the written renewal quotation I had received and the policy they have now issue. He did try to seek assistance and finally said he would get someone to call me next week (but that may have been to provide me with the new quote which he didn't seem confident to provide)

I think I'll get a brief letter in the post to formalise matters; at least it should put a stake in the ground in case should they fail to call back and/or deny I ever called them to inform of the discrepancy at the first available opportunity.

Any advice on what I should reasonably expect if they do call me would be appreciated. e.g. can I demand I get the cover they originally quoted and accepted my premium for, or do I need to negotiate with them so they they re-arrange cover - and hopefully get them to cover any loss incurred by their error.
If unsuccessful, can I cancel completely and reasonably expect a full refund as I have not been provided with the cover they quoted me for?

Quentin

You should end up with the cover/excesses you paid for as stated on your renewal notice. Nothing less!

And at no cost whatsoever to you.

Gavin_C

Well they did fail to call back.
No contact at all.

I'm so glad I got that letter of complaint in the post when I did.

7 more weeks and I think I'll be getting in touch with the FOS

bigmatt1174

Have they acknowledged the complaint - they should have done that within 5 working days of receiving the complaint.

Is it a large company or a small company - do you know if they are part of a network - (not usual for car insurance but still a possibility)

Try a call again and ask to speak to the complaints department to see if they have received your letter - did you send it recorded?

For this size of premium it would not be worth it going to the FOS for the company as the case fee at the FOS outweighs the premium so they should settle earlier!

rs65

Gavin_C wrote: »

Any advice on what I should reasonably expect if they do call me would be appreciated. e.g. can I demand I get the cover they originally quoted and accepted my premium for, or do I need to negotiate with them so they they re-arrange cover - and hopefully get them to cover any loss incurred by their error.
If unsuccessful, can I cancel completely and reasonably expect a full refund as I have not been provided with the cover they quoted me for?

You will only suffer as a result of this if you have a claim so you could keep the policy as it is but with their agreement to fund the difference in the excess in the event that a claim arises.

Gavin_C

Thanks for the advice guys, and sorry for not responding earlier.

Now 2 weeks and still no response from the broker.

In response to the questions posed:

1. Yes they are huge I believe; it's BISL Limited.

2. I called them and they acknowledged the issue (see OP).

3. The back up letter was not sent recorded, but with a phone call and a letter, I don't think they will get far if they deny the complaint later.

4. rs65 - I probably would have accepted your solution if they had have suggested that when I first called. All I would have suggested was that they put this agreement in writing to me.
However, they didn't even suggest it and I would be reluctant now to accept such an informal arrangement.

According to their complaints policy, they were supposed to have written to me within 24 hours to explain what their next steps were to resolve it.

Apparently they are also supposed to either offer a final response or a letter explaining why they can't resolve it yet within 4 weeks (I'm not holding my breath)

I think this is going to go to the full 8 weeks before I can ask the FOS to help me ... but I am seeing the FOS could take over a year to address any concern as they are currently snowed under with PPI claims, many of which come from people who never even had PPI, let alone had it mis-sold to them.

Gavin_C

So 4 have now passed, and still no response from them