Home Insurance Cancel/Refund

juno-eclipse

Hello,

I was just wondering if anyone has any advice, I applied for Home Insurance on the 27th September and received an automated email thanking me for applying for a policy and I would be contacted by the internet team shortly to confirm my policy, which never happened, I cant use a telephone so after not receiving an email or policy documents through the post I sent an email explaining my disability means I need to be contacted through email, and could they send my my policy documents as I haven't received them. When I finally received a reply all it said was it was ok to email and how can i help. So I had to ask for my policy documents to be sent, which went unanswered again. Skip ahead, and someone else replied and I finaly had my documents on the 19th of November.

Some of the details weren't right on the document so I sent another email asking for advice before I sign and post, after waiting over a week with no reply, I've ended up emailing again and canceling my policy. If its taken nearly 2 months just to get my documents and no reply with customer service then its not an insurance company I want to use, what would happen if i needed to make a claim. However, after the cancellation email they replied the next morning saying its canceled and they have issued a refund £25 short of what paid.

Do I have any grounds to complain? Or ask the bank to do a charge back on the full amount? I know they usually do take an 'administration fee' but this isn't because I wasn't happy with the policy, and I don't think its fair i should have to lose a quarter of my premium because of poor customer service.

Alas now I need to take out a new policy, I think this time Id rather go with policy that might cost more so have better customer service through email, can anyone recommend a insurance company with better customer service for disabled people? I know a lot of companies accept text phone but I cant use one of those either.

Sorry for the long post,
J

rs65

So you've had 2 months cover and you've paid £25 for it? A quarter of the premium for a sixth of the year. The difference is only £8 so I would move on and forget about it.

I'm not aware of any companies that are any more disability friendly than any other. Might be best to authorise someone else to be permitted to speak to them on your behalf. I do this for my mother.

Buzby

The bank won't charge back - you bought the service and were refunded - possibly better than you normally would have been. As for a more sympathetic company - contacting the appropriate disability charity will advise their preferred insurance partner.

juno-eclipse

rs65 wrote: »

So you've had 2 months cover and you've paid £25 for it? A quarter of the premium for a sixth of the year. The difference is only £8 so I would move on and forget about it.

I'm not aware of any companies that are any more disability friendly than any other. Might be best to authorise someone else to be permitted to speak to them on your behalf. I do this for my mother.

Oh I thought I wouldn't have been able to claim in the last 2 months with not signing and returning the policy documents? It said on the bottom of each email that insurance isn't active until you have received written confirmation which i never got until they finaly replied and sent out my documents.

Never mind, thanks for your help
J