Tesco Bank and Covea Car Insurance Cancelled..

InsideInsurance

mills705 wrote: »

I take offence at what you have said inside more about the fact you say call centre staff aren't highly trained

I didnt say highly, I said highest. If you are going to rant at me then at least quote me correctly.

I would love to see your argument against what I actually said to show that a telesales agent knows more about motor insurance than a fully qualified underwriter that actually created the product

The FOS teleadvisors in particular have to have a particularly broad set of knowledge which inevitably means its not particularly deep on any subject. Hence why with all three of my personal FOS complaints the adjudicator has said the teleadvisor was wrong

aimzee84

Many thanks...
My registered address Electoral Role wise is 150 miles away at my family home in Kent, the car though is registered in my name, at my current address in Oxford, which is where I am for work. My bank account I had registered to make payments is also registered to my address in Kent-could this have been part of the problem?
I wasn't contacted by Tesco Bank or Covea to provide any proof of address or identity, and I didn't declare any NCB.

I am really worried that it's going to be something awful like some kind of ID theft or something :-/

InsideInsurance

The CRA would show up the different associated addresses and the fact you are not currently on the electrol roll at your declared address. Nothing you say suggests that you have anything showing your Oxford address on the CRA.

As insurers dont collect prior addresses or dates moved it could well be they got a not found response from your current address from the CRAs but this alone wouldnt normally exclude you from insurance. Plenty of people buy new insurance when they change address and face exactly the same problem

SuperHan

mills705 wrote: »

I take offence at what you have said inside more about the fact you say call centre staff aren't highly trained....
Where I work to become an agent have to have about 7 weeks training on product knowledge and upgrades as well as other guidelines. Sit a test then we can take calls! So more often than not we are actually quite capable of making decisions and knowing a lot of information about products! Yes we may not be working in the most glamorous job but we are quite good at it the majority of the time. Actually call time isn't targeted at all! Call work or how long it took you between calls was where I worked up until recently but now that dropped too.
Sorry rant over!
Where I work we will normally receive a fraud alert from the insurer. Which will be as said above differing ncb allowances differing claims being added or what not. Usually this will mean a letter asking for proof of ncb, license, v5 and usually proof of address.
Very rarely will the underwriter know why this has been asked.
They often do ncb validations now and again. As a lot of people don't send in the proof a lot of the time!
Another reason could be an I.p address. I had a fraud notification through last week for a guy who took a policy out 70 miles away from his supposed home address. Sure enough he hadn't declared the right information.

In my profession, I have a three year training contract which requires that I pass 15 exams and have at least 450 days of experience, and all my work in this period is reviewed by somebody more senior.

I think it's a fair point made by the poster - 7 weeks of training does not make you the 'highest trained people'.

aimzee84

InsideInsurance wrote: »

The CRA would show up the different associated addresses and the fact you are not currently on the electrol roll at your declared address. Nothing you say suggests that you have anything showing your Oxford address on the CRA.

As insurers dont collect prior addresses or dates moved it could well be they got a not found response from your current address from the CRAs but this alone wouldnt normally exclude you from insurance. Plenty of people buy new insurance when they change address and face exactly the same problem

The only thing is the lady I spoke to at Covea said it was nothing to do with my credit report, but that I had been flagged up on a fraud detection register, which is why I've had to contact Synectics Solutions for a copy of whatever information they hold on me.. If it was something as simple as an address surely I wouldn't have to go down the CIFAS route?

Thanks for everyones help, I'm really struggling to understand!

I called Tesco Bank today and cancelled my insurance, in the hope that I now don't have to declare having a policy cancelled!

InsideInsurance

If you are concerned of a CIFAS loading then get a statutory report from one of the credit reference agencies or sign up for a free trial of their services (of CallCredits perm free service) as they will also show any CIFAS loadings

aimzee84

I got a free report via CallCredits (I'd never heard of that-thanks you!) and it said there were no CIFAS warnings or anything like that (there were a couple of things that shouldn;t have been on the credit aspect of it which I've lodged disputes for..

I'm at a loss and can only assume it's my new address, but now I can't get insurance because ALL of the affordable companies are underwritten by Covea! I can't afford £780+++ for insurance! Any ideas on what I can do?

aimzee84

I managed to get insurance today with Diamond and explained the situation to them-they seemed ok with it..

I called the ICO yesterday and they said I could also make a subject access request to Covea, so I emailed AND telephoned Covea for the details of cost/who to write to etc. I was told that the 'Liabilities Dept' would call me back as a matter of urgency.. three emails later and another promise of an 'urgent callbcak' and I have still heard nothing. I'm awaiting the report from Synectics Solutions, but should I wait for Covea to contact me/send a £10 PO for a subject access reuest/or go down a different avenue altogether?

This is so incredibly frustrating!!! Thanks to all who have provided advice so far :-)

InsideInsurance

£10 is the maximum that can be charged for a SAR under the DPA but is also pretty much the standard. There are certain things that are excluded from the DPA however and I believe certain counter fraud things are. If it were not the case and you were attempting to defraud a bank or such you'd just do a SAR request to find out if they are on to you or not.

A straight forward complaint however should hopefully reveal the cause.

Tesco's do have their own underwriter, technically they own 49% of it with Ageas owning 51% but its branded to them. Tesco Insurance can place business with Tesco Underwriting or one of their panel. I've not seen any/ many quotes coming back for anyone other than tesco underwriting so wonder what it is that pushed them to place the business with Covea rather than writing it themselves

aimzee84

I thought Tesco had their 'own' insurance, so was surprised when I was told I was with Covea..

I've had a reply from Covea (without having to do an SAR!)..;
The decision to cancel was made following our post-inception validation checks which we carry out on all of our new policies. We access a database where information is shared by a number of insurance and financial organisations; the information we have received during our checks is from a financial organisation. It relates to an application you made to that company which they had concerns over. It is the reasoning behind this application declinature that has led us to the decision to cancel your policy. It is not a credit reference check.

As a registered user of this database we are bound by tight Data Protection regulations and unfortunately we are not in a position to share the full detail with you. However, you are entitled to access the data stored about you which is why we have suggested you make a Data Subject Access Request to Synectics Solutions who can access this on your behalf. If you feel the information they hold is incorrect or not accurate we would urge you to contact the financial organisation responsible in order to have this corrected.
The information on this database is not stored or duplicated within Cov!a Insurance and so a Data Subject Access Request to us would not give you that required information.

I am sorry our decision to cancel your policy has inconvenienced you to such an extent. This is not our intention and is why we always carry out these checks as early as possible into the policy term.

Please let me know if I can answer any further questions, or if you are still dissatisfied I can escalate your complaint to our Customer Relations Department to be formally acknowledged.

Kind Regards

Tina Bentley


I have no idea whatsoever what application I've made so as soon as the report is back from Syynectics Solutions I'll know more.



Once I have that report and I know which organisation had 'concerns' is there anything I can do? Can I complain or request any form of comensation or explanation?


Many thanks!