More than cancelled car insurance and didn't tell me. Warning!

Mish_Mash

A bit of a warning for anyone who has purchased car insurance with More Than.

I had car insurance with More Than last year and in Jan my insurance was due for renewal on the 25th. So on the 24th Jan I logged onto the website and paid the full years premium, something I have done for the last 23 years without issue.

As this was all taken care of (or so I thought) I went about my merry business.

In April I paid for my annual road tax disc and had no issues at the time. Shortly afterwards I received a letter from the DVLA advising me there was no record of insurance and that I faced prosecution.

Completely confused about this I contacted More Than who advised me that my insurance had been cancelled because the premium had been paid late. They had not phoned, emailed or written to me to advise me of this fact.

I advised them that the payment had been made the day before the renewal and could show them the back statement as proof. They admitted that they could see the details on their records.

I was unbelievably shocked at the flippant way they cancelled my car insurance without advising me of the action taken. Also very upset to find that I had a car that wasn't insured for 4 months. God knows what would have happened if I had had an accident. It would have been a very difference conversation with them at that point.

Ultimately they were aware of the fact that I had purchased car insurance from them and that they had cancelled the insurance without advising me. Therefore knowingly putting me at risk of prosecution and worse.

Shocked/Dismayed/Upset doesn't even begin to cover it. Needless to say I won't be using them again and I have given them feedback on their cancellation processes.

Note. I did receive a cheque in late Feb (not from More Than but from RSA) with no cover letter. And I had no clue what it was regarding. I made a mental note to look into it but forgot as I was leaving the country for for a month long trip. I supposed I assume (stupidly) that a call would be made if it concerned anything urgent.

InsideInsurance

They didnt let you know or you didnt receive their communications? Clearly these are different things.

Ultimately log a complaint but the level of redress will vary depending on if they sent you letters/ emails but you dont recall receiving them -v- they have failed to notify you

Quentin

From what you say you don't have the problem of a cancelled policy on your record.

(Your policy wasn't cancelled but lapsed)

Assuming you haven't been prosecuted and the mystery cheque refunded you in full then look on the bright side.

Their poor admin has meant you got 4 months free from paying insurance.

vaio

not wishing to belittle your experience, it is bad but as it's an easily provable mistake by the insurer then you would have been covered in the event of an accident or attempted prosecution

*Scarlett

If you paid the premium the day before the renewal and they are saying that they cancelled due to non payment then you definitily have cause for complaint.

They clearly acknowledge that you paid them as you recieved a cheque refund.

What did you do with the cheque? If you have cashed it, it could imply acceptance of the cancellation.

I know it was from RSA and not directly MoreThan but did the amount not ring any bells? Were you expecting a little payout from RSA? You should have looked into this further at the time..

Whether correct or not, ultimately, they should have notified you that the policy was cancelled - as you were away for a month maybe look through your junk mail in case there is something.

InsideInsurance

What did the renewal invite letter say about the renewal process? Did it say they'd renew it automatically unless they hear otherwise (ie auto renewal) or did you say you had to tell them you wanted to renew if you wanted to stay with them (ie manual renewal).

If its a manual renewal, other than by paying them, did you actually tell them you wanted to renew?

lisyloo

This obviously wasn't your fault but I am a little suprised you didn't notice the lack of any documents e.g. insurance certificate.
You must be used to getting these after 23 years.

I'm not saying it's your fault, but pay and forget isn't the way I operate my finances.

dunstonh

I had car insurance with More Than last year and in Jan my insurance was due for renewal on the 25th. So on the 24th Jan I logged onto the website and paid the full years premium, something I have done for the last 23 years without issue.

It was unlikely you have been paying More Than via the internet for the last 23 years. More Than have only been around 13 years. Internet transactions were not available 23 years ago.

Note. I did receive a cheque in late Feb (not from More Than but from RSA) with no cover letter. And I had no clue what it was regarding. I made a mental note to look into it but forgot as I was leaving the country for for a month long trip. I supposed I assume (stupidly) that a call would be made if it concerned anything urgent.

RSA is the less modern name of More Than (Royal Sun Alliance). Do you normally bank cheques you are not expecting without wondering what the amount relates to?

Whilst I am not trying to absolve More Than for a potential error they have made and you may well get a small inconvenience goodwill gesture on complaint, you do also have to take some responsibility for this. Where was your certificate of insurance? Why did you not query the cheque?

Quentin

dunstonh wrote: »

..... Why did you not query the cheque?

Not very MSE to spend one's own time and money querying an unsolicited and unexpected cheque!

Leave it to the drawer to come and query it - at best they won't and at worst you had an interest free loan!!

InsideInsurance

lisyloo wrote: »

This obviously wasn't your fault but I am a little suprised you didn't notice the lack of any documents e.g. insurance certificate.
You must be used to getting these after 23 years.

I'm not saying it's your fault, but pay and forget isn't the way I operate my finances.

Many insurers provide the certificate etc with the invite, especially on auto renewals. Saves postage and reduces the amount they have to disturb you (aka increases the chances of you forgetting and going outside of the cooling off period before you remember that you wanted to shop around this year)

roonaldo

This story doesn't stack up.