Diamond Car Insurance Cancelled

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Hi,

My daughter has just phoned to say that Diamond cancelled her car insurance without notifying her!

She pays her premium up front but wanted her boyfriend to be fully insured to drive her car for a couple of weeks so arranged for £90 to be paid to Diamond to cover this.

Unfortunately for some reason the money did not get paid, and although Diamond say they sent two emails and two letters asking for payment my daughter did not receive anything at all. Her bank account shows no sign of a missed payment although she is phoning the bank tomorrow to confirm. Worst of all she only found out her insurance was cancelled when checking her bank account and noticed part of her premium had been refunded.

She has since spoken to an advisor at Diamond who admitted that mistakes like this had happened in the past but there was nothing they could do to help. She has asked if she could just restart her insurance again but they have increased her premium by £300, it is still the cheapest on the market though.

Does anyone have a course of action she can take or a phone number at Diamond where she might be able to receive more help?

Thanks in Advance

InsideInsurance

A 300 jump isnt bad for someone who now has to declare a policy was cancelled for non-payment. She needs to declare this to all her insurers forever more unless she can get it sorted.

Ultimately she needs to check why the payment didnt go through, if the bank rejected it then why, if the bank never received the request then it needs to be a complaint to Diamond clearly stating that they never processed the payment correctly and thus the fault is with them.

As to post not being received, does she normally have a problem post? Is she the type that opens and reads everything or throws away all the "junk mail" unread? I know in a previous test done insurer's post was frequently thrown away unopened as people assume its junk even when its their own insurers.

forgotmyname

Renew it with them and then make a formal complaint.

As long as they are in the wrong and the money was there for them to take.

You want that off the record. As above they may have to declare that forever and some companies wont even quote.