Car Insurance calling me a liar!

Leeleebrown

I took out insurance with AutoSaint. Part of my insurance includes getting a tracker box fitted to my car within the first 2 weeks of joining. The tracker box never arrived so I called them to explain. They told me this is a fault on their behalf, that the boxes are made to order and mine wasn't made yet, to sit tight and wait for it to be delivered. The next day (the final day of my cooling off period) i called again (and spoke to the same woman) and explained I wanted to cancel the policy. Mainly because I didn't really want the tracker anyway but it worked out cheaper at the time. She told me about all the costs that would incur which were well over £500 to cancel so I said I'll continue to wait for this tracker box.

Over 30 days have passed and still nothing so I call them again and speak to a chap who tells me it was delivered to my house 4 days after the policy began. That it was signed for and that I have 7 days to get it fitted or else they will cancel my policy!!

I never received this box! I've never heard of the ladies name who signed for the box - shes not a neighbour/family member/friend. In fact nobody was in my house at the time they claim to have delivered. Where do I stand with this? How can I prove I never received it?


Please advise.

Sgt_Pepper_2

Are you able to check online?

Did/can they provide you with a tracking number?

Why not ring them back and get them to talk you through everything again?

marlot

I'd be asking them to confirm the address it was sent to, and who the courier was

Leeleebrown

I didn't ask the couriers name, but the Insurance company contacted them yesterday and found out the ladies name who signed for it BUT said it was definitely at my address!

Sgt_Pepper_2

Leeleebrown wrote: »

I didn't ask the couriers name, but the Insurance company contacted them yesterday and found out the ladies name who signed for it BUT said it was definitely at my address!

Ring the insurance company back and ask?

marlot

Leeleebrown wrote: »

I didn't ask the couriers name, but the Insurance company contacted them yesterday and found out the ladies name who signed for it BUT said it was definitely at my address!

So I'd be saying that cannot possibly be the case as there was nobody in on that day, so the courier must have delivered to a different address

chris-j

Call them back and tell them to provide the evidence that the box was delivered from the courier company.
The courier should provide them with the signature and it is for them to prove.. How can you challenge what they say without evidence of delivery.
You really don't want them to cancel as it can affect your insurance forever.

eamon

Courier services are not covered by the same legal terms as the Royal Mail. None delivery is the responsibilty of the sending company. But before you cancel the policy double check everything, such as all the people in your home, have current insurance company got your correct postal address including the post code. I personally wouldn't pay any more money apart from the early finish admin fee. Black box expense shouldn't be your problem it can't be that difficult to reprogram for another customer.

Lisacarinsurance

I am the Managing Director of Autosaint and have read your post. This is an unusual occurrence for us as boxes are usually delivered without any problems. Our customer experience is very important and I have therefore directed my Customer Services team to look into the case and seek to resolve any issues for you. In order for them to do this, please contact them on the following number 01527 758169 referring to this post.

NeverEnough

Lisacarinsurance wrote: »

I am the Managing Director of Autosaint and have read your post. This is an unusual occurrence for us as boxes are usually delivered without any problems. Our customer experience is very important and I have therefore directed my Customer Services team to look into the case and seek to resolve any issues for you. In order for them to do this, please contact them on the following number 01527 758169 referring to this post.

Company Representatives are meant to contact the moderators of the site in order to respond directly to posts on here. Then an official account can be opened for your company to respond to customers who post on here. Direct responses are not allowed as far as I know!

Quentin

Don't couriers nowadays photograph the premises to prove where the delivery was made?