Car insurance - refund?

Poddington

Hello

Im insured with Aviva and was involved in a non fault accident in March 2013. It was non fault as my vehicle was parked whilst hit.

My insurance renewal was due in April, but as the claim had not yet been settled it was recorded as a fault claim until the other party admitted liability.

My renewal price was based with me having this claim against me, i have maximum NCB and was told by the renewals team that once the claim was settled I would be entitled to a refund providing that it was a non fault. The claim was settled in my favour and on 3 separate occassions i was told that I would be entitled to some money back.

When i called customer services they said that the person who dealt with working out refunds and the correct amount the policy would be was out of the office and so they would call me back.

They didnt, and so i called them back only to be told that they had checked my policy and decided no refund should be paid and that it was the right price.

My gripe is that I have been told on 3 separate occassions that I would be refunded - even if a minimal amount - and now they are backtracking so they dont have to pay out.

Im not sure how to go about complaining and on what grounds but they quoted me a policy with a claim on it - the claim was settled as non fault so surely there should be an adjustment in price?

Any advice would be appreciated.

Thanks

InsideInsurance

Poddington wrote: »

Im not sure how to go about complaining and on what grounds but they quoted me a policy with a claim on it - the claim was settled as non fault so surely there should be an adjustment in price?

Not necessarily, depending on a host of factors a single fault claim can have next to no or no effect on premium.

Your complaint is that you were told there would be a refund and you havent received it. They evidently need to listen to the calls and actually see exactly what was said etc.

Normally scripts/ guides in these sorts of circumstances would be along the lines of that they will automatically adjust your policy and IF a refund is due it will be automatically processed/ given. In reality "automatically" is fairly often a person but it is supposed to happen without your needing to prompt.

Buzby

I'm assuming at no time dd you record these interactions? It is always best to do this to back up any issues that don't materialise. The firm you spoke to does, it is a legal requirement for them to do so - but not to facilitate you if there is a dispute.

With no proof, it is simply heresay, and there is little you can do. On the plus side, at your next renewal (to a different firm) you can answer 'no' to the any accidents or claims question.

Poddington

Well, I have kept note of names, days and times of all the conversations i have had with them. Although you can never be certain the name they give you is legit.

They do record the conversations so I am inclined to write to them to ask them to listen to the calls and honour the agreement.

In any case would seem they have misinformed me again - 5* insurance? pull the other one!

MARKSPICE

Hi - If I were you I would write to them clearly outlining your complaint including dates and times of conversations etc.

Advise that if you don't receive a satisfactory complaint you will go to the FOS. You have clearly been mis-led so have a clear case for a refund plus compensation for the inconvenience.

[Deleted User]

Hi Poddington,

I'd like to help by looking into your claim and what was advised by our customer service team.

Please email me at social@aviva.co.uk with the following details:

• Your full name
• Date of birth
• Postcode
• Policy or claim reference number

If you have any other information you feel will help, please include that too.

As soon as I have the details, I'll investigate this for you.

Many thanks,

Martin Banwell
Aviva Social Media support

Poddington wrote: »

Hello

Im insured with Aviva and was involved in a non fault accident in March 2013. It was non fault as my vehicle was parked whilst hit.

My insurance renewal was due in April, but as the claim had not yet been settled it was recorded as a fault claim until the other party admitted liability.

My renewal price was based with me having this claim against me, i have maximum NCB and was told by the renewals team that once the claim was settled I would be entitled to a refund providing that it was a non fault. The claim was settled in my favour and on 3 separate occassions i was told that I would be entitled to some money back.

When i called customer services they said that the person who dealt with working out refunds and the correct amount the policy would be was out of the office and so they would call me back.

They didnt, and so i called them back only to be told that they had checked my policy and decided no refund should be paid and that it was the right price.

My gripe is that I have been told on 3 separate occassions that I would be refunded - even if a minimal amount - and now they are backtracking so they dont have to pay out.

Im not sure how to go about complaining and on what grounds but they quoted me a policy with a claim on it - the claim was settled as non fault so surely there should be an adjustment in price?

Any advice would be appreciated.

Thanks

vaio

Buzby wrote: »

I'm assuming at no time dd you record these interactions? It is always best to do this to back up any issues that don't materialise. The firm you spoke to does, it is a legal requirement for them to do so - but not to facilitate you if there is a dispute.

With no proof, it is simply heresay, and there is little you can do. On the plus side, at your next renewal (to a different firm) you can answer 'no' to the any accidents or claims question.

There is plenty the OP can do......They could ask them to listen to the recordings or, for £10, could get a copy the recordings.

As for answering "no" to any future "accidents or claims" questions, that's dangerous advice as the correct answer will obviously be "yes, with fully recovery made"