Car Insurance NCD Dispute - Advice Required Please

pumbaa

I have just taken out a new policy with Hastings Direct.

When I completed all my details online, I entered the information provided by my previous insurer (Aviva) in the renewal data which stated I had 5 years NCD to generate a price. Hastings Direct offered the best deal for my particular needs and I took out the policy.

I then submitted the NCD evidence from Aviva, which very clearly stated I had 5 years NCD, to Hastings Direct. I then received a letter from HD stating that my policy had increased by £57.78. When I queried this with HD, they (eventually) explained that they had checked with Aviva and confirmed that the NCD had reduced to four years. I countered this, and resent the evidence from Aviva to HD clearly stating I had 5 years NCD.

So, HD have now reduced my premium by £21.74. What they have not done is refunded the £35 administration fee. I have a problem with this, given that they amended my policy despite the very clear evidence of NCD that I provided to them on two occassions.

I guess what I'm seeking guidance on is whether I have a good case to get HD to refund the admin fee, seeing as the poloicy amendment was made in error and through no fault of mine (i.e. why should I be financially penalised through an admin error/somebody else's mistake). Thoughts and advice please. TIA.

Mark.

andy.m_2

why have you been charged an admin fee?
Are you taking the policy out on credit terms?

Seems that HD refunded the premium hike for getting your NCD incorrect.

Have you asked them what they quote the admin fee for?

pumbaa

The admin fee was charged as it was a policy change and its part of their T&C's. Not a problem with that.

My point is that the policy was changed on incorrect information provided direct to HD from Aviva, despite me having provided the correct data to HD twice. They've acknowledged this, but haven't refunded the admin fee. I did not request the change, I have acted properly, why should I be penalised financially?

pumbaa

For clarity, here is the body of the latest correspondence from HD

We would like to take this opportunity to express our apologies for any confusion regarding the adjustment on your policy.
We can confirm your no claims bonus was reduced to four years which increased the premium by £22.78. This was an increase of £57.78 including our £35.00 amendment fee.

Our £35 administration fee is charged when making an adjustment during your policy. It is advised online and within your car insurance policy booklet, which was sent within the welcome pack. This information is on page 9 under what you have to pay for our services.

When the adjustment was cancelled after your no claims bonus had been confirmed as five years your premium was reduced by £21.74. In this instance no amendment fee was charged.

The difference between the two figures is £1.04 which is the charge for the time the adjustment was in-force between 11th March 2014 and 27th March 2014.

Buzby

As it was Aviva who provided the misleading information to HD, you look to them to repay any additional fees.

pumbaa

I'll certainly look to do that. But first I'm pursuing HD and let them seek recourse from Aviva. They've both messed up IMO.

Its worth noting that the adjustment was applied two days after I'd sent the original NCD evidence to HD.....:huh:

deutsch

http://www.hastingsdirect.com/documents/toba/car-insurance-terms-of-business-agreement-HP-04-13.pdf

these are the T&Cs for reference.

you did not ask HD to make the adjustment. personally if i was you, i'd complain.
i'd even complain about the £1.04 which belongs to the insurer.
surely if they have accepted your NCD, there should be no change to your premium at the start of the policy and honour this?

lisyloo

I'd start a formal complaint (you should be able to find their complaints procedure on the website or in paperwork).
Make sure you follow the correct procedure and send it to the correct address because there are specific departments, timescales etc.

Just keep it factual and say what you want them to do.
I'd have thought you stand a good chance.

Hastings_Direct_company_representative

pumbaa wrote: »

I have just taken out a new policy with Hastings Direct.

When I completed all my details online, I entered the information provided by my previous insurer (Aviva) in the renewal data which stated I had 5 years NCD to generate a price. Hastings Direct offered the best deal for my particular needs and I took out the policy.

I then submitted the NCD evidence from Aviva, which very clearly stated I had 5 years NCD, to Hastings Direct. I then received a letter from HD stating that my policy had increased by £57.78. When I queried this with HD, they (eventually) explained that they had checked with Aviva and confirmed that the NCD had reduced to four years. I countered this, and resent the evidence from Aviva to HD clearly stating I had 5 years NCD.

So, HD have now reduced my premium by £21.74. What they have not done is refunded the £35 administration fee. I have a problem with this, given that they amended my policy despite the very clear evidence of NCD that I provided to them on two occassions.

I guess what I'm seeking guidance on is whether I have a good case to get HD to refund the admin fee, seeing as the poloicy amendment was made in error and through no fault of mine (i.e. why should I be financially penalised through an admin error/somebody else's mistake). Thoughts and advice please. TIA.

Mark.

Hi Mark,

Thank you for taking the time to post, if you would like to contact us directly we would be happy to look into this for you and find out why the adjustment was made to your no claims bonus. Please email your policy details to help@hastingsdirect.com

Many Thanks,
Jamie

pumbaa

Thanks for all the replies.

I have sent an e-mail to the address provided by Jamie. I'll wait and see what happens before raising a formal complaint.

Hastings_Direct_company_representative

pumbaa wrote: »

Thanks for all the replies.

I have sent an e-mail to the address provided by Jamie. I'll wait and see what happens before raising a formal complaint.

Hi Mark,

Thank you, we have received your email and will take a look into this now. One of my colleagues will respond to let you know the next steps that we will be taking.

Many Thanks,
Jamie