Insurance policy nightmare!

nc11

Exactly my thought - thanks. I think the best approach with insurer 2 is to send them the complaint and give them 48 hrs to respond. If they don't, I'll have to cancel and find another insurer (again!!).

rudekid48

First priority is to not allow your policy to be cancelled - the long term impact of this is very bad.


The problem that you are going to have is that the fault may actually lie with the comparison site. You may well have input the correct information but that does not mean that the same information was delivered to Gogirl by the comparison site. This is why it is important to check that all details are correct BEFORE you pay for the policy - you can do this on-line before making payment. Even post-purchase you will have had access to the proposal details to check.


Not saying that it's your fault, just highlighting the issue.

David_InsDef

When you say both companies have made mistakes, did either of them send you a Statement Of Fact document that details all of the risk information about you and the other drivers and if so, did the SoFs have the correct information or incorrect information?

nc11

So in terms of "mistakes" on the SOFs:

Insurer 1 (sheilas wheels model driver)

1. NCD isn't protected on the renewal SOF. It was previously protected.
2. Correct claim info recorded, although they say it wasn't.


Insurer 2 (go girl)

1. Wrong drivers license dates recorded for ALL drivers.


Cheers,
NC

nc11

@rudekid48 - I agree that the comparison site is possibly at fault here. The issue I have is that I wasn't aware of the importance of getting the license dates recorded correctly. When the application is filled online, you need to specify how many years you've had your license, not specify the exact date you passed your test. The go girl systems capture dates based on that, but those are incorrect. In the young driver's case, that made a significant difference as there's no option of "less than 1 year", or specific months. So when the number of years was 1, the go girl systems mis-interpreted that, which is where the additional premium came from.

Whilst I agree that this can happen and possibly additional premium is warranted, That surely cannot be more than 30% of the entire premium!

David_InsDef

Ok - with Insurer 2, did you check the Statement Of Fact and flag the incorrect dates? There will almost certainly be some reference in your policy documents that states your policy has been based on the information in the SoF and the onus is on you to check it's correct.

Regardless of whether you cancel or they cancel, Insurer 2 will be entitled to levy their cancellation charges - and they almost certainly will. That probably makes returning to Insurer 1 a less viable option.

The challenge you have in making a successful complaint lies in your being able to prove that you entered the correct licence dates (or proving that you didn't enter the dates they say you did). Everything else about who called who and discussed what is just a distraction.

If it were me in this situation and I were absolutely confident I could prove they were in the wrong, I'd probably stick with Insurer 2 and raise a complaint. The clock is ticking on your cancellation and right now they hold all the cards - I honestly don't think your request for more time will work (unless you get on the phone and are lucky enough to get through to a) a sympathetic phone agent who has the authority to extend a cancellation notice or b) you can get through to a manager or somebody in authority. I think both are unlikely.

David_InsDef

nc11 wrote: »

In the young driver's case, that made a significant difference as there's no option of "less than 1 year", or specific months. So when the number of years was 1, the go girl systems mis-interpreted that, which is where the additional premium came from!

Was there an option to put 0 years?

nc11

That's the thing - I don't think there was but I might be wrong.

I've just been on the phone to insurer 2 and spoke with a "manager". She confirmed that she's seen the application filled online and noticed I chose 1 year, rather than less than 1 year.

She said the additional premium stands at £600 due to that. If I wanted to cancel today, they'll refund some of the deposit paid on a pro-rate basis.

I don't think I can prove that I've put in the correct date. If anything, i thought they should prove that I didn't.

VERY frustrated!

David_InsDef

nc11 wrote: »

That's the thing - I don't think there was but I might be wrong.

I've just been on the phone to insurer 2 and spoke with a "manager". She confirmed that she's seen the application filled online and noticed I chose 1 year, rather than less than 1 year.

She said the additional premium stands at £600 due to that. If I wanted to cancel today, they'll refund some of the deposit paid on a pro-rate basis.

I don't think I can prove that I've put in the correct date. If anything, i thought they should prove that I didn't.

VERY frustrated!

I hate to say it, but if 0 years or Less than 1 year is an option on the comparison site (and it almost certainly will be) then by selecting 1 year licence length, you have entered the incorrect information and any complaint to the FOS is unlikely to be upheld.

rudekid48

Your quote should still be stored on the comparison site - have you checked what it shows?