Co-op car insurance, possible rejected claim, HELP!!!!

craiga20uk

My girlfriend had a car accident yesterday, which resulted in us having to put a claim in against out insurance. We have recently brought the new car on finance, as the finance was going to be in my girlfriend's name we were told that she must be the registered keeper of the vehicle, our previous car (which I was the registered keeper) was part exchanged. My girlfriend rang up to change the policy details, and explained the situation with her being the registered keeper, but me being the main policy holder, nothing was mentioned. We are now being told that our insurance may be invalid because of this issue, apparently they are saying the main policy holder must be the registered keeper of the vehicle, surely shouldn't their staff have picked up on this? I didn't even know that this had to be the case. We both live at the same address, have no claims or motoring convictions, both named on the policy, and both use the car on a regular basis. I don't see how who the registered keeper is affects the policy. I could really do with some help regarding where we stand on this, as far as we are concerned, we have done nothing wrong.

huckster

I can't see there being a problem. Being a registered keeper on the V5 does not mean they own the car. As partners at the same address, you share the car, but with the ownership registered in her name, due to the financial loan. The Insurers may have a recording of the phone call or a log, when the call was made enquiring about whether the policy needed to be changed in terms of Policyholder etc.

The Policyholder should phone the Insurers to register an official complaint and ask for this to be looked into. Do this, rather then wait to be contacted, to avoid someone sitting on this and for you to sit worrying.

craiga20uk

Thanks for your advice, I have already sent a complaint via email, and have asked for the situation to be looked at. It's just the last thing we need at the moment, and we cannot get our courtesy car until the underwriter has looked into the issue apparently, so we're pretty well stuck at the moment, unless we fork out and hire a car for a couple of weeks.

huckster

craiga20uk wrote: »

Thanks for your advice, I have already sent a complaint via email, and have asked for the situation to be looked at. It's just the last thing we need at the moment, and we cannot get our courtesy car until the underwriter has looked into the issue apparently, so we're pretty well stuck at the moment, unless we fork out and hire a car for a couple of weeks.

If a third party driver was responsible, you might be able to claim directly against their Insurance and they will provide a hire car for the period required.

rs65

One of the question on their quote system is

Is your car registered with the DVLA in your name?

Try a couple of dummy quotes with this field changed to see if they quote and if it makes any difference to the quote.

forgotmyname

As above or worded as...

We assume you are you the owner and registered keeper.

Which system did you use for the quote?

Co-Op or comparison site?

craiga20uk

forgotmyname wrote: »

As above or worded as...

We assume you are you the owner and registered keeper.

Which system did you use for the quote?

Co-Op or comparison site?

It was done through a price comparison website, which in turn took me through to one of their brokers. On our old vehicle, I was the registered keeper. My girlfriend rang up to change the policy details when we brought the new car, and told them that she was the registered keeper of this one, nothing was mentioned, that is why it is so infuriating!!! Surely their staff should have picked up on this during the conversation? I didn't even know that this rule existed.

forgotmyname

It will probably be on the 1st page of the quote site. we assume...you are the legal owner and keeper etc etc...

Or there will be a question during the quote details.. Which site did you use?

craiga20uk

forgotmyname wrote: »

It will probably be on the 1st page of the quote site. we assume...you are the legal owner and keeper etc etc...

Or there will be a question during the quote details.. Which site did you use?

It was all done over the phone, all that was asked was "are there any other changes?" I have been in touch with Citizens Advice and the Consumer Action group and they think that co-op may have breached the Consumer Insurance (Disclosure and Representations) Act 2012, with regards to the information that they requested, and the way they worded it. The Citizens Advice website states :

From 6 April 2013, you will know exactly what information you have to tell your insurer under the Consumer Insurance (Disclosure and Representations) Act 2012.
You don’t have to think about what information you must volunteer to your insurer.
Your insurer must ask all the relevant questions when you take out, change or renew a policy.
You must answer the insurer's questions honestly and you must take reasonable care that your replies are accurate.

It also states that if you unknowingly give false information, then they cannot reject the claim.

Aretnap

If your girlfriend told them on the phone that she was the RK of the new car, and they were OK with that at the time, I'd think you're on solid ground. Have you asked for a recording or transcript of the call to confirm that she did?

Did they send a letter afterwards confirming that they'd transferred the policy to the new car, and what did it say about the registered keeper, and about checking the details?

rs65

Aretnap wrote: »

If your girlfriend told them on the phone that she was the RK of the new car, and they were OK with that at the time, I'd think you're on solid ground. Have you asked for a recording or transcript of the call to confirm that she did?

Did they send a letter afterwards confirming that they'd transferred the policy to the new car, and what did it say about the registered keeper, and about checking the details?

Agreed. Two important things are the call and subsequent documentation.

I've just got a revised schedule through for my car today and it says

Mr X xXXXX who is the legal owner and registered keeper of the car

The covering letter says Please read the documents carefully to ensure that all the information is correct.