esure wrongly cancelled policy as not received proof of no claims - please help!!

dp78

Hi there

I really hope someone can help me - I received an email from esure this afternoon advising that my car insurance policy with them has been cancelled with immediate effect because I have not provided them with my proof of no claims bonus.

I called them straight away to sort this as I posted the proof to them nearly two weeks ago in the stamped addressed envelope that they provided to me.

I am now at a complete loss - they have told me they never received anything from me and there is nothing they can do, the cancellation is absolute. I advised that I took copies (because they insisted I sent the original) so I could email a copy through to them today but they have said there is no negotiation on this and all they can do is provide me with a new quote for me to take out a new policy.

The situation is just completely appalling, they left me with no insurance at all, notifying me part way through the day so my car has had to be abandoned in the railway station car park as I am now legally unable to drive it home. They've said they will reimburse me (pro rata) as I had paid up-front for my insurance, however this money is yet to materialise in my bank account so I can't even afford to take out a new policy on the car until I have this money back, and who knows when that will be.

My further worry having tried to get some new quotes is that you are asked whether you have ever had an insurance policy cancelled - does this mean that I will now have this on my record too?

As if that all wasn't bad enough, they have charged me a cancellation fee for the pleasure!

The entire situation is just completely disgusting, I cannot believe they are allowed to treat people this way. I did everything that was asked of me, but because they have misplaced my letter I have been penalised, and in so many ways

Please someone help

jobdone1

Future reff send it signed for or recorded. And do what i do check a few days later that they have received it. I know this is no help now, but advice for the future.

dunstonh

You make a formal complaint to esure on the basis that they are not treating you fairly.

My further worry having tried to get some new quotes is that you are asked whether you have ever had an insurance policy cancelled - does this mean that I will now have this on my record too?

Yes. However, if the complaint outcome from esure is resolved as a non-cancellation, you wont need to.

They should give you a reminder that they havent received it. If you got no reminders then they are likely to fold. If they sent reminders after you sent it to them then the ice gets a little thinner for you but chances are they will fold as it will be cheaper for them to do so rather than let it go to the FOS.

dacouch

jobdone1 wrote: »

Future reff send it signed for or recorded. And do what i do check a few days later that they have received it. I know this is no help now, but advice for the future.

Unfortunately this method does not always work with Esure.

The web and MSE are littered with people in the same situation as the OP. There are plenty of people who only discover the cancellation after an accident or being pulled by the police.

I've seen a case on Pepipoo of someone who successfully pleaded not guilty to no insurance against Esure in similar circumstances.

However your advice is spot on and NCD and other documents should be sent by recorded delivery to Esure

jobdone1

Further to this some insurer's increase premiums rather than cancel.

rs65

When did the policy start and have you had anything in writing from them? Checked they have complied with their cancellation rights.


From their policy

We have the right to cancel your policy at any time by giving you seven days notice in writing where there is an exceptional or valid reason for doing so. We will send our cancellation letter to the latest address we have for you and will set out the reason for cancellation in our letter. Exceptional or valid reasons may include but are not limited to:

........
• Where we do not receive evidence of your no claim discount within 21 days from the start date of the policy. If we have not received such evidence by the end of the 21 day period, we may issue a cancellation letter and we will cancel your policy if we do not receive evidence of your no claim discount by the end of the seven day cancellation notice period;

dp78

rs65 wrote: »

When did the policy start and have you had anything in writing from them? Checked they have complied with their cancellation rights.


From their policy

We have the right to cancel your policy at any time by giving you seven days notice in writing where there is an exceptional or valid reason for doing so. We will send our cancellation letter to the latest address we have for you and will set out the reason for cancellation in our letter. Exceptional or valid reasons may include but are not limited to:

........
• Where we do not receive evidence of your no claim discount within 21 days from the start date of the policy. If we have not received such evidence by the end of the 21 day period, we may issue a cancellation letter and we will cancel your policy if we do not receive evidence of your no claim discount by the end of the seven day cancellation notice period;

Thank you for this - I received and email on 15 July stating they hadn't yet received my no claims and that the policy will be cancelled if not received by 20 July. I assume that is their notice. I called them (a number of times since taking out the policy on 21 June) as there was other evidence they wanted that I couldn't provide (v5c had been sent to dvla). I discussed my documents with a number of people and was reassured to just send what I needed to and all would be fine, the policy wouldn't be cancelled. So I posted them on 16 July.

I'm kicking myself for not sending special delivery; I was thrown I suppose as their instruction said to use their envelope. It was silly of me. I should have followed up, but the lack of anything further from them made me think all was ok.

My biggest concern now is the implications of having to declare I've had a policy cancelled. I will write to the complaints team at esure and hope they will act in my favour as this entire episode just seems irrational on their part.

If anyone has any better ideas please do let me know

Thanks everyone for your responses so far, they're really very much appreciated.

rs65

dp78 wrote: »

I will write to the complaints team at esure and hope they will act in my favour as this entire episode just seems irrational on their part.

I'm afraid it is a rational approach (cancelling due to lack of NCD proof) - but they still have to follow their own rules.

Phone them and tell them they haven't complied with their own policy wording. You will send a copy of NCD proof by email and recorded delivery and want the policy reinstated.

dacouch

rs65 wrote: »

I'm afraid it is a rational approach (cancelling due to lack of NCD proof) - but they still have to follow their own rules.

Phone them and tell them they haven't complied with their own policy wording. You will send a copy of NCD proof by email and recorded delivery and want the policy reinstated.

Follow the above advice as they cannot cancel the policy (Which is in effect a contract) unless they follow their own stated procedure.

If they tell you they sent the letter by recorded delivery (Most companies do) ask them for the tracking number which you can check here to see if the letter was actually delivered.

http://www.postoffice.co.uk/track-trace