Car Insurance Horror Story

dirge

I'm pulling my hair out over this one, maybe getting it off my chest will make me feel better.

Insured for the past 12 months with RAC premium search, previous to this was with Axa. Axa sold my policy over to RAC without telling me, i was with Axa for 4 years or so and paid monthly so I had become comfotable with my situation. There was a day over 12 months ago now where I checked my bank statements and realised my insurance payments were not coming out. Upon calling the insurance company Axa they claimed to know nothing of me!? Eventually I manage to find out they'd sold my policy on to RAC. Eventually I get in touch with RAC and upon giving them plenty details they work out who I am and say I'm no longer insured with them, they didn't renew the policy. Okay, well at that point I had to drive home and being the law abiding person I am, I foolishly asked them to setup a policy there and then for me, £350 deposit or so an a policy of around £1400 (I drive an impreza and am under 30).

The details were sent out and they asked for proof of no claims, I called them up asking why they didn't have them they bought the business from Axa. They insist I have to forward my closing letter. After weeks of trying to get an answer from Axa eventually they send a closing letter out, just as they send out a letter claiming I've taken too long they are canceling the policy and keeping my deposit (they also took the next months payment..) I wasn't a happy bunny at this point called up complained and they admit that they could have made a mistake and refund the majority of my deposit.

At the point I should have had more sence, but I asked for them to restart the policy. They can't and I have to get a new quote, which low and behold is now more expensive, nearly exactly the same as the last quote plus the refund they've just given me. I phoned around for other quotes but painfully they are still the cheapest I could find... so I ignore all common sence and renew.... again....

Everything now seems okay, the moneys coming out they assure me I'm unsured till 6 months into the policy some !!!!!! goes into the back of my car on a roundabout. Girl in front of me did an emergency stop on the roundabout, he was too close and bumped the back end. Instead of pulling over his transit van pulls past me on the roundabout and his chav apprentice shouts out 'it's hardly !!!!!!! anything man don't worry about it' so I follow them expecting them to pull over. two miles and plenty clear road later I'm flashing my lights at him, few miles again he gets caught at some lights and I jump out the car and approach his window. He's not really willing to talk and just screams at me he didn't hit my car.

I phoned the police at that point, gets the crime number sits in the station for 3 hours waiting to be seen. They get in touch with the driver and confirm the bump to my car, the drive now appears to know everything that happened! And he said he wanted me to follow him to the building site apparently.

So this info along with the crime number's passed onto the insurance claims and the police have taken his details. I expect everything to be sorted out. 6 months later my insurance is up for renewal and this time it's a lot more! I phone up and eventually find someone who know's whats going on. In the end I manage to find the soliciters who are involved and basically nobody's done their job right. The !!!! that hit me denies all knowledge of the accident, and the insurance company haven't even contacted the police officer.

I know when I'm beat, I phone the insurance company and ask how much it'll be to withdraw the claim.... £200.... fair enough it's a lot to swallow in terms of pride letting the !!!!!! that hit me get away with it, but I'm certain these insurance companies will just say.. knock for knock and do me and my no claims away.

So I ask them for the details to send the cheque too, ask for the policy not to be renewed and hope that I can finally put this all behind me.

No chance, they decide to renew the policy and take the money off me. I should have known as much and cancelled the direct dept. I've called back 4 times this week to try and get this sorted, I've been hung up on twice after waiting 20mins for the call to be answered, I've had 2 phone calls promised to me within 24 hours, I've had them confirm my contact number correctly, only to call back ask them to verify it and it's written down incorrectly this time!

I don't know what to do! I'm at my witts end! how do these people get away with it! at least !!!!!! terpin held a gun to your head when he robbed you these guys wave a bit of paper!

Does anyone have any advice on how to handle these people?

mattymoo

Initiate a formal complaint against them. The procedure should be in the policy booklet, first or last page usually.

I'm not quite clear whether you have lost out financially at their hands but I would document what you have said above, adding in their reference no's, dates etc and ask them to investigate.

swagman

You should complain in writing, with a calm summary of the sequence of events, starting from when the policy was sold on and state what will put the situation right for you. You are complaining about maladministration, failures to communicate, and you could do this (with differing letters) to both the insurance companies involved.

The company website should have details of their complaints address.

If you get no satisfaction you should complain to the Financial Ombudsman, whose contact details are:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Tel: 020 7964 1000 (main switchboard)
Fax: 020 7964 1001
E-mail: enquiries@financial-ombudsman.gov.uk
Website: https://www.financial-ombudsman.gov.uk

They deal with complaints about insurers who are regulated by the Financial Services Authority, which most of the main ones are. All this is a hassle, but it can tend to wake up the companies.

dirge

Cheers lads,

A friend at work has recommended the ombudsman company. I think I'll give them a call tomorrow or so. I'll give them a chance to give me the money they took without my permission. If not I'll go to the bank and tell them to recover the money.

I'm not sure what would happen if I did this? Anything bad? I'm sure they are going to try and ruin my credit rating because of this.

---lee---

dirge,

I can't really comment on your situation other than to say it sounds like a nightmare and wish you luck in sorting it out.

I also drive an Impreza and for the past two years I've been getting my insurance through elephant for around £600 fully comp. They are by far the cheapest company I've found. I'm just on the wrong side of 30 with full NCB. I also have it down for low millage as I only use it a few days a week (this made quite a difference to the premium).