Car Insurance Cancelled - eCar

Thomas_Ecclestone

Hi,


I’m seeking some advice regarding my vehicle insurance as it has been terminated without notice and I don’t feel there is any valid reason.
The insurance company is eCar and they have terminated my insurance and taken payment for next month. As requested, I sent eCar both a copy of my NCD entitlement along with a card and paper copy of my licence. I sent these via standard first class mail and via the email address provided to the relevant departments.


On the 21/12/13 I received two emails. One was from the NCD department while the other was from the licence department. Both emails are identical. I have provided a copy of these below:


[FONT=&quot]‘Dear Mr *********[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]Further to our previous correspondence, we are writing to advise you that the valid Proof of No Claims Bonus have still not been received.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]Please now accept this as notice that the above policy will now be cancelled three days from the sent date of this email.[/FONT]

[FONT=&quot][/FONT][FONT=&quot][/FONT]
[FONT=&quot]There will be no insurance cover in force after 23rd December 2013 at 9:45 on vehicle(s) ******* and you are therefore advised to obtain alternative cover elsewhere before permitting your vehicle to be used on the public highway. It is an offence under Part VI of the Road Traffic Act 1988 to drive, or otherwise use your vehicle on the public highway without insurance cover being in force.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]You must let us know immediately if you are experiencing any difficulties in meeting our requirements by emailing:[/FONT][FONT=&quot][/FONT]
[FONT=&quot]No Claims Bonus department: [EMAIL="ncd@ecarinsurance.co.uk"]ncd@ecarinsurance.co.uk[/EMAIL][/FONT][FONT=&quot][/FONT]
[FONT=&quot]Please note: We will only accept No Claims Bonus Discount that is:[/FONT][FONT=&quot][/FONT]

• [FONT=&quot]Less than 2 years old, in the policy holders name.[/FONT]
• [FONT=&quot]Earned within the European Union only - (provided in English by a sworn translator).[/FONT]
• [FONT=&quot]All bonus must be in years not as a percentage.[/FONT]
• [FONT=&quot]Not being used on another policy - No Claims Bonus can only be used on one policy at a time.[/FONT]

[FONT=&quot]Anything outside of the above criteria will not be accepted.[/FONT]
[FONT=&quot]If you have already confirmed proof to us within the last few days, then please ignore this email.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]Yours sincerely,[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]eCar’[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]I then wrote to them explaining that I had sent all documents as requested, however, no reply was received. Being so close to Christmas I wasn’t really worried and parked the car on the drive while I awaited their reply.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]On the 24/12/13 I then received two emails, again from the NCD dept and the Licence dept and have included a copy of these below:[/FONT]
[FONT=&quot] [/FONT]
Dear Mr. *********,
Policy number: ************-**
Thank you for your email.
I can confirm that we have received the copy of your Driving Licence, this has been confirmed on to your policy.
Thank you for your co-operation.
Yours sincerely,

Dear Mr. *********,
Policy number: ************-**
Thank you for your email.
I can confirm that we have received written proof of your No Claims Discount, this has been confirmed on to your policy.
Thank you for your co-operation.
Yours sincerely,

After receiving these emails I checked my vehicle via the MID and it was green suggesting my vehicle was insured. I also logged into my account and my policy was still active.


On the 30/12/13, I received a confirmation email stating that the value of £**.** had been taken for next month’s insurance. However, double checking the MID it showed up as RED! As a result, I then logged into my account and my insurance has been terminated so I’m not sure where I stand.

Any advice?

halibut2209

Have you asked them?

Thomas_Ecclestone

halibut2209 wrote: »

Have you asked them?

I've emailed them as they only have one number which costs an absolute fortune to call. I've sent it directly via their website.

Also, I only found out earlier this morning.

LSfan

could be that MID has not updated if the policy was cancelled temporarley - i would email eCar and get it confirmed - sounds like a case of crossed wires

spacey2012

They can not cancel your insurance by E-mail, it has to be via 7 days served written notice.
They have already had "final warnings" from the FOS about this,
File an immediate WRITTEN ONLY TO HEAD OFFICE ! complaint that they have failed to act reasonably and have attempted to cancel the insurance without serving the required 7 day in writing notice.
That this issuing of incorrect cancellation could have held you liable to prosecution, but will in any case cause you financial distress due to increased future premiums and you place them on legal notice that you shall seek all losses via the courts system.

Request that if they do not wish to serve the complaint they can issue a deadlock notice so it can be escalated to the FOS .
http://www.financial-ombudsman.org.uk/

Treat the car as uninsured as well.

PS if they are any documents you can still print, do it now before they vanish.

Thomas_Ecclestone

The reviews regarding this insurance company arn't brilliant. Just look at their facebook page.

There's a bot in the top right hand corner with people complaining, some have the same issue as me.

spacey2012

http://www.ombudsman-decisions.org.uk/viewPDF.aspx?FileID=20485

Similar upheld complaint.
As I understand they have been ordered to make a written undertaking by the companies solicitor to act on the instructions of the FOS about cancelling insurance by E-mail, this is a huge NO NO.
The FOS might be very interested to see they are still up to it and ignoring them.

On the car, if it is not on MID, the traffic police will seize it first sight of it.
They do not do excuses, it's either on MID or on a tow truck.

Thomas_Ecclestone

Considering their terrible reviews I think I should find a more reliable insurer, however, I am happy to pull them over the coals.

Can I claim my money back via the bank as it was purchased online via visa debit.

spacey2012

I would doubt it, what you need to do is get a written complaint in the post ASAP to:
eInsurance Group
MMT Centre
Severn Bridge
Aust
Bristol
BS35 4BL

Put your policy number and details and make your point clearly without emotional text stating in bullet point what you are complaining about.

SERVED NOTICE OF COMPLAINT :
This Notice begins the FOS procedure as of served date 24 hours from postmark.

Highlight cancellation by E-mail against FOS instructions and give that case number in the link.
Include copies of E-mails stating how they received documents
As much details as you can

You must state what you want them to do:
Re-instate the insurance with full continuation of cover and no gaps in insurance or issue a deadlock letter.
Sign off if no correspondence is received within required time-scales it shall be passed to the FOS.

The reason for this, is if you just take your bat and ball, your name is now on MIDAS as having insurance cancelled and if you fail to declare this, the new insurance will cancel as well, you must now disclose you have had insurance cancelled and you will now have to pay a huge increase on your premiums.

The ONLY way out, is the way in.
Make them admit the mistake and put it right or let the FOS do it for them.

Once you have had insurance cancelled, you can end up queuing at the specialist brokers behind the drunk drivers .

keyser666

Also please don't send docs like that via standard mail

spacey2012

Sorry, yes forgot to include, at very least obtain a free certificate of postage for the compliant, they can ignore recorded delivery and often do.