Ruthless Car Insurance BISL Beware!

Quentin

RS2000. wrote: »

That is why I suggested he seeks legal advice and not best guess, it may no be binding or fair. However it was in place and made available when he took out the policy.

No need to spend on legal advice at this early stage.

If bisl feel that they want to take this all the way to the ombudsman, then they will have to pay the fos fee (win or lose) of £550.

So the OP should await the outcome of his formal complaint and any subsequent complaint to the FOS before getting involved in court fees/legal advice etc

dacouch

Quentin wrote: »

No need to spend on legal advice at this early stage.

If bisl feel that they want to take this all the way to the ombudsman, then they will have to pay the fos fee (win or lose) of £550.

So the OP should await the outcome of his formal complaint and any subsequent complaint to the FOS before getting involved in court fees/legal advice etc

Plus they're more likely to get a result from the Ombudsman who is very sympathetic to the consumer and who will look at what's fair.

A court of law will simply look at the contract terms and compare it to the law.

A law firm will frequently confirm you have a case, they get paid whether you win or lose

Pinkpyjama

Hi Iceweasel,

The short answer is no I don't just now.
The original call was about 1300-1330 then I called to cancel (after arranging cover with Privilege) at just before 1700.
But yes I will ask for the exact time it was cancelled.
Forgive my cynicism but it's one word against the other isn't it. They could say the lady I spoke to at 1700 was mistaken, or the man who said they would keep it open until midnight deny he said that.

I am away until Tuesday but will make the call to them then.
The only other insurance policies we have is home and pet. Surely it's not going to affect those too? Still, we'll make those calls on Tuesday.

If it affects those, then I give up I really do.

Pinkpyjama

So just to confirm so (a not so clued up sole like me is clear!)

Ideally I need DD to recind the cancellation and to put this in writing.
To have records of any cancellation removed from a shared database.
To make clear my concern as to the speed they terminated the policy with no notice.
Their agreement to extend the cover until midnight only to cancel in the meantime (this is subject to me establishing exact timings)

I think that removes all the emotion!
From talking to some relatives today I am expecting to have to send the letter again as I should have sent the first recorded delivery. To escape any 'we haven't received any letter Sir'

From advice received on this forum I am prepared for the long haul but I hope that somebody at their Peterborough head office has a lot more common sense and decency than the lot I spoke to Thursday.

If not I hope as some of you have said that the Ombudsman has.

There are some pretty deceitful souls out there who lie through their back teeth to get cheaper cover - I am not and I'm being punished as if someone who has (right no more emotion I promise!)

Goodnight all!

PP

Quentin

Pinkpyjama wrote: »

From talking to some relatives today I am expecting to have to send the letter again as I should have sent the first recorded delivery. To escape any 'we haven't received any letter Sir'

They have mislead you.


Using recorded delivery is an unnecessary expense and can be counterproductive.


All you need is a free certificate of posting from the post office when sending items like this if you want to keep independent proof.


(The recipient can refuse to accept recorded delivery items, and thereby "prove" they never received them)

smjxm09

By wanting to know everything no matter how minor looks like their way of at least charging you an admin fee or extra premium regardless of additional risk

Pinkpyjama

They have my letter and have been told I will have a response from Customer Realtions in the shape of a phone call.
I understand from a rep I spoke to on Monday night that there is a blank space next to the word Cancelled on my file. She says there is no further comment other than notes as to my dissatisfaction and wanting to complain in writing - she said this is rather unusual.
Let's wait for the phone call. As we know as long as I can be down as who cancelled the policy I guess I can answer future questions as to whether I have had any policy cancelled as 'no'. Getting the policy reinstated isn't going to happen due to the time left it had to run (ends on 20th)
It's down to whether they want to play the non disclosure card and play hard ball.
The second issue is them cancelling before they said they would. (Let's hope the team leader does not deny all knowledge of saying this - he did say the call was recorded though)
What I am yet to determine is would they have ended the policy had I informed them of my wife's accident at the time (last August) I'm not clear on this and I admit this point is rather crucial as to how things go for me.
I will try my best and keep an open mind until I get this phone call with hopefully a fair minded person on the other end of the line. The lady I spoke to last night was significantly more empathetic than the jobsworth I spoke to on Thursday.

Pinkpyjama

Just to clear something up; the time of cancellation on a standard letter I received yesterday was 1409 on 09.04 Certainly not midnight as they said they would.
The letter also said about giving seven days notice but I was told this was sent in error. Seven days notice does not apply in this instance. I also got a letter asking me to call urgently about my policy and NCD and that they could help.The lady last night could not explain why this was sent.

Quentin

Pinkpyjama wrote: »

Just to clear something up; the time of cancellation on a standard letter I received yesterday was 1409 on 09.04 Certainly not midnight as they said they would.
The letter also said about giving seven days notice but I was told this was sent in error. Seven days notice does not apply in this instance. I also got a letter asking me to call urgently about my policy and NCD and that they could help.The lady last night could not explain why this was sent.

The time they cancelled your policy on the day in question is grounds for complaint (because of your understanding the cancellation was to be deferred till midnight), as is the whole manner in which they have administered the cancellation, and worth including in your complaint.


But them cancelling hours prior to midnight (which in the event has been at no disadvantage to you) is small beer compared with them cancelling your policy, which does have great disadvantage and consequences to you, and this is what you should be majoring on. (That them cancelling was unfair, as your failure to disclose your wife's claim was inadvertent)

Quentin

Pinkpyjama wrote: »

They have my letter and have been told I will have a response from Customer Realtions in the shape of a phone call......

This doesn't look correct.


Are you sure you have sent a formal "complaint" in line with their complaints procedure?


They should reply in writing to "complaints".


Their complaints procedure allows them to contact you for more information or clarification by phone, but their response will be a written one which you will receive hopefully within 4 weeks and in any case within 8 weeks (at which time if you are unhappy with the reply or unwilling to wait ay longer can escalate to the FOS)


Ensure they appreciate you have made a formal complaint and require their response in writing if their phone call "response" is not to your liking!