Autonet insurance/Uswitch warning

fivetide

Took out insurance last night with Autonet via Uswitch. Quote looked good, certainly the cheapest and despite some dodgy reviews it is for the commuter barge so I figured "why not"?

So I clicked and bought. Sent off everything they asked for (having paid in full) and received certificate of insurance a 12:20pm the next day.

15:20 I get a phone call saying one of the claims I noted was put down as non-fault when it was a fault claim. Operative said I had done it deliberately and demanded more money.

I explained that wasn't the case, I had declared it as a fault claim and even went back through the Uswitch site to demonstrate that given the option I have picked (single vehicle -driver skidded) it was impossible for me to have put it down as anything but a fault claim.

I knew they had the right incident as it was on the schedule of insurance the operative told me I wasn't looking at because they hadn't sent it. She continued to tell me they hadn't sent it then said that they'd changed it after a review which to me was a bare faced lie.

I then asked to speak to customer services. This is the only bit of the whole ting that seemed to go well. The operative listened, spoke to a supervisor and agreed that if I could send them a picture of the Uswitch site, showing I had entered my details correctly and I had purchased their quote in good faith, they'd ignore the extra fee.

I did this. Again, it was impossible for me to have done anything different than declare it as a fault claim.

I then called back as instructed. Got through the Hayley at a premium rate who took my details and promptly cut me off when trying to put me on hold.

Called back. Got Emma who didn't understand why I was calling despite assurances the earlier agreement would be logged.

She spoke to a manager and amazingly told me that I might have faked the screengrab I was asked to send! Also insisted I had done ten quotes (I didn't just moneysupermarket and Uswitch) and despite the earlier agreement declared that it had shown as a non fault on their system and it couldn't be wrong despite the evidence in front of her eyes. Honestly, it was like something out of Little Britain with 'computer says no' I honestly couldn't believe what I was hearing.

As for autonet's computer being infallible, the car shows up in the model as an auto but despite this, the autonet website insisted it was a manual with no option to change it.

Eventually I simply asked them to cancel the policy. They tried to tell me the same would happen with other companys which is a lie because e I'm sure other firms will have a computer system that works properly.

Basically, they were rude, provided a terrible service. Refused to accept their mistake or rectify them. Amazingly, at least two of their sales people called me to "discuss the quote I'd had and get me the best price" despite me having took out the policy! Yet they have the brass neck to say the system they use has no faults. Disgraceful

I am waiting on a full refund, no deductions, as promised but given the way they change their mind that remains to be seen.

Basically, there seems to be an issue with either Autonet's systems or their integration with Uswitch so be warned, you might get a call from a very rude and belligerent customer dis-service operative if you do use them!

fivetide

worried_jim wrote: »

you pays your money and you takes your choice.

Exactly.

Just want to give others a heads up as the attitude of the first person to call was very abrasive. If it was someone less sure of themselves they were calling, they might well have been bullied into paying.

System

I've got my commercial insurance and my home insurance with them now, never had any issues, guess it's just your luck....

fivetide

Maybe. They are not well thought of at all but I gave them a chance. Shouldn't have really! The upshot being they owe me £226 and not a penny less.

It could well be an issue with Uswitch but the simple fact they refused to accept their system is at fault despite the clear evidence they asked for is why I wanted to warn others.

Forewarned is forearmed and all that.

pontiuspilot

Just had some dealings with Autonet Insurance. I sold the vehicle a short while ago and ran to tell Autonet - they cancelled the policy then said I would get back £38 from the insurance company but would have to pay Autonet £4.50 in lost commission plus a £50 charge to cancel the policy. I told them to keep the policy running… which they did not like. Avoid this rip off company at all costs as everything is an extra charge hidden away in pages of small print conditions.

pontiuspilot

Update on my Autonet Insurance policy cancellation above....
Initially Autonet Insurance advised that I owed them approximately £16 to cancel the policy. They send me a letter just before Christmas stating that I now owed them £26. To get them off my back I paid in full by bank transfer. They send me a letter dated 3 days later threatening debt collectors, county court action plus another £25 admin fee. These people are just unbelievable even if you agree and do pay their outrageous charges they keep coming back for more. Be very careful if you go with them and do read all their small print about cancellation charges and auto renewing policies......

fivetide

Thanks for the update. Hopefully threads lie this will show up on searches. I do try to check people out before i sign up with anyone....