Esure threat to cancel car insurance but won't say what info they need - help!

timbotambo

My car insurance is with esure and I’mbanging my head against a brick wall trying to get any sense out of them. The issue stems from the fact I was trying to get a period of recent cover on a company car (generic company policy, not personal at all) added to my existing noclaims bonus in the mistaken belief it would be cheaper. I enquired about this before I took out the policy, explained the precise circumstances and was asked to get my company car insurance towrite a very specific letter containing a number of details, which they duly did.

Esure then wrote to me asking me to call them and the representative I spoke to saidthat the letter must have expiry date of my company car insurance on (which is very clearly does - I read this to the representitive and even they agreed it does sound clear). I havere-sent the letter highlighting where it says the expiry and heard nothing yet.

I have chased and cannot get any more sense out of them and they are threatening now to cancel the policy! They also now saying it must be on letter headed paper (which it is!!) yet they didnt even say this before. Honestly, the letter couldnt be any more clear. I have jumped through every hoop esure have asked me to.

The most frustrating thing is that the people in the call centre cannot access the letters themselves so cannot state to me precisely what the issue is, nor can they accept direct emails!! So I am speaking to people who have no information on my case whatsoever. Plus, it is “impossible” for me to speak to the humans who and disputing the letter as they are in a different department apparantly and don't have calls. It is SO SO frustrating to deal with!!

What I have since found out is that if I hadn’t bothered to faff about trying to top up my existing 6 years no claims to 8years then it wouldn’t have made a difference to my premium (My personal no claims bonus is still within the 2 years expiry so can be applied) but esureare now saying because I have started this process then I lose all my no claimsbonus if I did that??!! I did a test quote again using diff name obviously,declaring period of company car use but only using 6 years no claims and it is indeed the same amount

Any tips? Could I cancel the policy and apply elsewhere without future implications? (I would be very much willing to put in a complaint to the ombudsman if required to get any cancellation fee reinbursed)

Sorry for the long rant, but this incompetent and obtuse level of customer service is driving me absolutely mad!!

dunstonh

Make a complaint straight away.

(I would be very much willing to put in a complaint to the ombudsman if required to get any cancellation fee reinbursed)

You cannot do this without complaining to esure first and seeing what their response is.

rs65

If your personal NCD is still within 2 years, just cancel and go elsewhere. It might cost you a cancellation charge but don't let them cancel.