AVOID Dial Direct at all costs

noranbo

I purchased the home insurance and paid extra for my two laptops to be fully insured about 8 months ago... I decided to take a look at my account online and found that they did not include my laptops in their insurance... even though I paid for the extra service.
So I gave them a call to be told I should have read their terms and conditions more thoroughly and that I would have to pay for what I had already paid for!
They then placed the blame on money supermarket, stating that they did not provide them with the correct details. They are money grabbing scammers and I would not recommend them to my worst enemy. They then proceeded to call me a liar and told me I would not be entitled to a refund.
I am writing this on behalf of my disabled family member.
Steer clear at all costs. I will be taking action further as I have evidence.

InsideInsurance

So when you clicked through from MSM and followed the instructions to check that all the details were correct.... did you do this or just assume they were and paid? Did you check the schedule that was then sent to you after buying?

my_names_dave

If what I think has happened has, then Moneysupermarket really should do something about this. If a client inputs data into their website it should not allow companies to quote if they can't include everything the client wants. It's basic principles really.

InsideInsurance

my_names_dave wrote: »

If what I think has happened has, then Moneysupermarket really should do something about this. If a client inputs data into their website it should not allow companies to quote if they can't include everything the client wants. It's basic principles really.

There are conflicting priorities, MSM wants to get as many companies as possible on its site but will never be able to do a 1:1 mapping of every question, option and assumption that everyone on their site have. Thats on day 1, as time goes on insurers and brokers change their questions, options and assumptions and MSM & the vendor will struggle to always be 100% aligned on timing of changes etc.

Time and time again, as they say, check the quote before buying and check the documents that arrive after buying.

magpiecottage

I would suggest the complaint is made to the contact details here.

It seems Moneysupermarket.com was told what was required and then promoted a product that did not meet all the customers requirements without making clear to the applicant that it did not meet all those requirements.

The "basic principles" to which my_names_dave refers are FCA principles 6 and 7.

You can never guarantee these things but I think if necessary FOS would be sympathetic.

InsideInsurance

magpiecottage wrote: »

I would suggest the complaint is made to the contact details here.

It seems Moneysupermarket.com was told what was required and then promoted a product that did not meet all the customers requirements without making clear to the applicant that it did not meet all those requirements.

The "basic principles" to which my_names_dave refers are FCA principles 6 and 7.

You can never guarantee these things but I think if necessary FOS would be sympathetic.

The OP didnt buy from MSM though and MSM does instruct you to check when you click through (which the OP didnt do) and the broker almost certainly tells you to check the documents when received (which the OP didnt do)