Car Insurance company won't give back £35 admin fee.

thenap80

Hello, I hope someone can give me the correct advice here.

Basically the story goes like this...

I took out car insurance with Hastings Direct at the start of this month. They subsequently sent me a letter saying that they needed to know why there was a two-month gap between this insurance and my last insurance cover ending - I had been with Insure The BOx in the previous year on the same car! They also said that they needed to see a copy of my V5 Log Book as there was a query over when I bought the car.

Having then spoke to them on the phone, I explained that the car had been SORN'd for two months and they were okay with this. Regarding the V5 needing to be seen, they said that they had seen that I had obtained other quotes online where I had inputted that I had said that I bought the car in June 2012. (I bought the car in January 2012 and my V5 shows this). I said to the person on the phone that I bought my scooter then and was getting quotes for that - perhaps that is where the mix up lied.

Anyway, I said I would happily send off a copy of the V5. I sent this.

Then a couple of weeks later, I receive a letter saying my policy has been amended and that they have charged me extra for the 'bought date' discrepancy - and also a £35 admin fee.

I phoned them a week later and said that I had sent the V5 to them and would email a photocopy it to them now so they could have it again. They said they would only then refund the money BUT NOT THE ADMIN FEE.

Now I asked for them to explain how thius was fair as I'd done everything asked of me. They said they had not received the V5 and that I should have sent it recorded delivery.

I do not feel they should have just taken money from my account although she said there was a term and condition stating they could use the bank details in this way. But why should I be £34 out of pocket just because they did not receive the V5. She kept saying that a letter was sent requesting it to which I kept telling her that I made contact with Hastings Direct after this letter and told them I would send it to them. She said I had a phone message after this saying that I needed to send it still but I received no message. I spoke to the supervisor as well but she too would not budge in the £35 refund. I explained it was unfair and she said that that was only my opinion. I asked her for her opinion and she could not give one.

I feel like I am trapped on this one and am not happy to "let £35 go flying out of my pocket" as I described it to the lady on the phone.

Does anyone have any opinions on this as I do not want to lose that classic £35 admin fee that too many businesses throw about willy nilly!

Thankyou for reading.

Hastings_Direct_company_representative

Hi thenap80,

Thank you for taking the time to post about your experience. I am sorry that you are unhappy with the service and administration fee, I would like to help by investigating this matter further. If you would be kind enough to get in contact with us directly via email and provide the policy details I would be happy to make sure this is looked into for you. help@hastingsdirect.com

Many Thanks,
Jamie