John Lewis Insurance insisting I pay more for no reason!

GreenDerek

Hi I'm new to the forum but had searched and not seen anything similar. I'm looking for advice please.

My dad took out Car ins with John Lewis online 2 months ago, I paid in full at the checkout on my visa card. Now they are saying the "quote" was different from the amount at the checkout so they want £35 extra -I pointed out I believe it wasn't different AND I cannot amend the checkout amount, only pay what they ask for anyway, so could not underpay.

So a) Can they insist I pay the extra £35 - which I dispute was ever on original quote?

b) what happens now if I'm in dispute - to be honest of it was £35 more I would have gone elsewhere as they weren't the cheapest IRONICALLY I paid a bit more for their "excellent customer service" :-(

[just to clarify no changes to terms or accidents, John Lewis are just saying I underpaid originally which is bonkers]

Advice please

Chickabiddybex

Do you have the original confirmation email?

GreenDerek

Sadly I don't. I did a quote and immediately bought it (looked elsewhere so knew price point) my dad hasnt found anything prior to policy arriving in post that shows a price, any price. I had him check deleted items but it was 2 months ago.

Fosterdog

Was the quote direct from them or from a comparison site?

Can you run through the quote again just to see what price it comes up with?

PZH

For the sake of £35 I would pay under protest and then argue the point. If not satisfied, then look elsewhere next time.

Be very, very aware that a CANCELLED insurance will haunt your dad for years and will cost far, far more than £35

(insurance companies DO cancel insurance for non-payment and you HAVE to declare cancelled insurance on all future quotes)

gb12345

Fosterdog wrote: »

Was the quote direct from them or from a comparison site?

Can you run through the quote again just to see what price it comes up with?

Premiums can change daily, so after 2 months, this will prove nothing.

*Scarlett

That does sound a bit odd. I do agree that it would normally be impossible to take out a policy and just pay £35 less than what they were quoting - that is ridiclulous for JL to say that!

When your Dad got the policy pack what price did it show? It should have a schedule and summary to tell you about the cover and price. If there was any outstanding amount it should have been on this.

What do they say the extra £35 is for? Why did the charge occur? If it was due to incorrect info entered by yourself then they may request the extra charge to contine cover but if it was some sort of systems issue with JL I would argue that this is their problem and you should not be penalised.

Go through their complaints procedure and if it not resolved them you can try

http://financial-ombudsman.org.uk/

GreenDerek

OK - I've found a email and policy with the CORRECT **lower** cost on it (ie what I paid) - I hope John Lewis have a VERY VERY good explanation. What a waste of two evenings and a load of stress for me and my 79 yr old dad.

UPDATE to follow....

GreenDerek

OK to cut a long story short got a letter confirming they were about to cancel policy and spoke to a nice lady who basically said you had 6 quotes (what she meant was I did 6 sub quotes change of excess, legal protection, add additional driver etc before I bought but after entered al details) and THEY picked the wrong one so I was right all along!! I complained that last lady I spoke to could not tell me that and stopped half a pace short of calling me a liar and trying to rip them off!? Supervisor rang me was nice bloke, but bloody useless.

Anyway so panic over as far a made up price - I was right all along! how do they get wrong price on policy docs -> seems they do it manually they said. not via computer. Hopefully insurance wont cancel as a result of their C-up. Think I'll be using them again? esp as was more expensive in first place and purchase was based on "customer service" :-(

Thanks to those who help me - I'll try and do the same

*Scarlett

GreenDerek - glad you have some sort of explanation.

However it sounds a bit absurd that they would manually process all policies bought online.

It might be that because you amended the details a few times to check different options, their system has kicked in some sort of "fraud" prevention (clearly that was not what you were doing). Maybe this is why it was processed manually.

What was the outcome of the last conversation? Are they continuing the insurance that you purchased as it was their error?

GreenDerek

*Scarlett wrote: »

GreenDerek - glad you have some sort of explanation.

However it sounds a bit absurd that they would manually process all policies bought online.

It might be that because you amended the details a few times to check different options, their system has kicked in some sort of "fraud" prevention (clearly that was not what you were doing). Maybe this is why it was processed manually.

What was the outcome of the last conversation? Are they continuing the insurance that you purchased as it was their error?

Well they said they would; But given my experience so far I wouldn't be surprised if they canx it in error!! Last chat said all back as per my original quote and fully paid up as per original payment. So apart from wasting several hours of my time trawling dads email and the like, back to where I started. Not at all impressed and I *love* John Lewis service but this has really put me off. I'll be telling my mates to steer WELL clear. Sadly if you can't trust JL who can you trust these days?