Esure Motor Insurance - Be very very careful!

InsideInsurance

siwatkins wrote: »

I will take it to the FOS and test their position.

You must first go through their own complaints process. Only after receiving their response (or after 8 weeks of no response) can you go to the ombudsman

siwatkins

OK, thanks. I have already made a verbal complaint and am expecting a call today in respect of the matter.

siwatkins

For further information. The policy was taken out on 21 Aug 14 and cancelled on 16 Sep. The motor premium itself was £153 and with all extras, the annual premium was £262 ish. Thus £128 odd for a cancellation after this short period (to me) seems unreasonable and is not reflective of their actual costs.

Quentin

siwatkins wrote: »

OK, thanks. I have already made a verbal complaint and am expecting a call today in respect of the matter.

To be able to move on to the FOS you need to make a formal written complaint. See #5. The complaints procedure will be set out in the policy docs.


Expect them to point out this is all covered in their ts + cs.


Your complaint is that the ts + cs are unfair for the reasons you give in the thread

InsideInsurance

siwatkins wrote: »

OK, thanks. I have already made a verbal complaint and am expecting a call today in respect of the matter.

If you arent happy with their call back then ask them to put it together in a letter as a final response. They may ask you to put the complaint in writing before they will consider responding in writing.

In theory all verbal should be fine for the FOS but in practice they like to see a written response letter

Quentin

InsideInsurance wrote: »

In theory all verbal should be fine for the FOS but in practice they like to see a written response letter

When making a "complaint" that you intend to see through to the end of the line, then do it in writing, head it "Complaint", keep a copy and get a proof of posting.


Then if the insurer ignores it, you don't have to get a final letter out of them. After 8 weeks without a reply you can then move on to the FOS.


(This also stops them saying they weren't aware you were making a "complaint", but just giving them feedback or some other excuse to make you start again)

InsideInsurance

Quentin wrote: »

When making a "complaint" that you intend to see through to the end of the line, then do it in writing, head it "Complaint", keep a copy and get a proof of posting.


Then if the insurer ignores it, you don't have to get a final letter out of them. After 8 weeks without a reply you can then move on to the FOS.


(This also stops them saying they weren't aware you were making a "complaint", but just giving them feedback or some other excuse to make you start again)

I agree that this is the belts and braces way of doing things but in theory, as I said, it shouldnt strictly be necessary if the complaints process of the company in question gives a telephone number for complaints to be made over then this should be sufficient for the FOS.

Personally I will always put the complaint in writing though it may be email rather than paper + certificate of posting if we are talking about things without a physical office.

If we are talking banks or anything else with shops then I find taking a 5'0 latina with a very loud voice and no shame works much better than anything else. Amazing how things get refunded when loud noises are being made near all the potential customers after refusing to go off to the managers office to discuss it etc.

Marktheshark

The pitfalls of buying cheap insurance.

Quentin

More the pitfalls of not reading/understanding the ts & cs before ticking the box.

InsideInsurance

Marktheshark wrote: »

The pitfalls of buying cheap insurance.

Quentin wrote: »

More the pitfalls of not reading/understanding the ts & cs before ticking the box.

Worst of all is to buy cheap insurance without reading the T&Cs