Help - New Insurance Policy, premium dispute!

Lucee

Hi Everyone

I hope you are all well. I am hoping someone could help me with a problem I am having with an insurance policy my daughter has just taken out.

She shopped around and settled for a quote supplied by Bell, as a new driver she wants to up her no claims bonus as soon as possible so opted for the 10 month policy. The 12 month policy was around £1700 and the 10 month one was around £1500. In order to take out the policy she had to call them, which she did and they arranged the cover and she paid the total via her debit card.

Ok so to fast forward to today, she was concerned that the insurance money had not been debited her bank account (it had been ringfenced for a while but was now released) so she called them. They confirm that a payment of £1761 will be debited on the 21st (10 days after the insurance started).

Eh? but she accepted the quote of £1500, they ring fenced the correct amount of £1500 but now they want £1761? She queries this and is basically called a liar and they could not honour that amount.

So she has requested that they listen to the original call to ascertain the correct amount. In the meantime, I have been looking at the policy schedule and it seems they can't add up either!

Premium Details (payment method: Debit Card)


Car Insurance premium: £1416.72
Insurance Premium Tax: £86.53
Optional Extras: £25.43
Free Hire Car
Windscreen Cover

Total: £1751.65

Can anyone tell me where she stands does she have to accept the new price or should they accept what was offered? They are calling back tomorrow once they have listened to the recording of the call.

This insurance company were the cheapest by quite a margin, but this leaves a very sour taste.

Any help? If they insist on the increased price is there anyone that we can lodge a complaint with?

Thanks

Lx

forgotmyname

You have to write to them 1st.

Put FORMAL COMPLAINT. In nice bold letters for them..

Send copies of your schedule with the figure showing. And ask them if the £232.32 they are overcharging you is going to be used to buy new batteries for their calculators.

Or maybe not.. Stick to the facts..

Ask them to explain how a £1500 quote got turned into a £1700 quote. A full breakdown of all costs and charges.

They must reply within 7 days i think. But thats just to say we received your complaint and will be dealing with it.

I think its 8 weeks... Before you can chase them up for an answer. Then if you dont get the results you want.

Contact the FOS with the details of your complaint and their response so far.

Lucee

Hi Forgotmyname

I have emailed a complaint to their complaints department listing everything that's gone wrong and I will also send a copy of the complaint through the post.

I am 100% sure that when they listen to the recording that it will confirm the price as £1500, as does the policy schedule (just not their made up total) nothing has changed so I can't understand why they think it's ok to increase the premium after she had agreed to pay the £1500.

Thing is if they insist on charging the £1761 I have found a cheaper quite than that but will all the cancellation charges they will charge her it will end up costing her £56 more!

Does anyone think that if we pay the higher price we can fight to get the overcharge back? The way I see it is they offered the insurance at x price and my daughter accepted that price and took out the policy, they then changed the price after surely that's breaking the original contract or are they allowed to do things like this?

Obviously it could all be a system mistake?!?

Thanks

L x

forgotmyname

never use email to complain about something serious.

It must be a formal complaint..

DCFC79

Let us know how you get on.

dunstonh

Car Insurance premium: £1416.72
Insurance Premium Tax: £86.53
Optional Extras: £25.43
Free Hire Car
Windscreen Cover

Total: £1751.65

That does not add up to £1751.65 but does add up to agreed figure (I'm assuming the £1500 is not the exact amount but a rounded amount). So, it could just be a clerical error at this stage.

DCFC79

forgotmyname wrote: »

never use email to complain about something serious.

It must be a formal complaint..

I was going to say the same but I noticed they they say they sent an email and a letter.