Ruthless Car Insurance BISL Beware!

Pinkpyjama

Thanks Quentin. Your advice and input has (and very much still is) been much appreciated.

Pinkpyjama

They said the complaint was received by Customer Relations on the 11th and that one of them from that department will call.
I assumed it was my letter which I posted the day before.
But yes if I get a positive response, I'll request confirmation in writing.

Joe_Horner

dacouch wrote: »

Insurers are exempt from the UTCCR

Really? They don't appear to be exempt by the legislation, or is this something they've decided for themselves?

Quentin

Joe_Horner wrote: »

Really? They don't appear to be exempt by the legislation, or is this something they've decided for themselves?

Don't think they are exempt from UTCCR


Just a guess, but he may be mixed up over the regs.


(Insurance contracts are UCTA exempt)

Pinkpyjama

Letter received this morning.

A response will follow within four weeks.

Much as Quentin has said recently.

At least I have a contact name now and telephone number who appears to be handling things. The address is different to what Customer Services had sent so I have sent another copy of my formal complaint letter together with in writing what I would like the settlement to be. (It is not clear whether my letter was notification they've acknowledged or my original phone call that was handed down)

I have valued greatly Quentin's opinions (and others) and feel reassured that we appear to finally be doing things as required. I have information also now as to their formal complaints procedure (this was included in their letter today)

So no 'phone call' within seven days then......

I don't want compensation (what value to you put on the stress and upheaval these last 10 days?) or Staff told off or worse (that's not being over dramatic - especially the way I was treated and how this case has been handled so far) All I want is to be able to move on without the stigma of having 'Insurance cancelled by insurer' with me for potentially the rest of my days with the affect this has on all my other and future insurances.

Allowing this policy to have been cancelled by the client is all I ask. Surely that's not unreasonable?

Guess we'll find out. (As said before I'm ready for a long haul if that's what it takes)

Pinkpyjama

I could go into huge detail but you all have lives and better things to do! But in a nutshell after hearing from the customer relations consultant this evening:

The issue was the underwriter unable to cover my wife.
The company should have provided alternatives so that we both could be covered (this was never offered)
This was not about non disclosure (even though the initial call went down this route) It is still imprortant to understand that terms and conditions should be read carefully and that I should have declared at the time of the incident. They have recognised that I provided the information fully, just not at the time specified.
I have had it confirmed that I can certainly say I have never had a policy cancelled by an insurer (this is going to be confirmed in writing)
On the subject of the policy remaining open only to be cancelled after the initial phone call. Again this was incorrect and I have had an apology as to how this was handled. Because all dialogue had been recorded, if an incident had of occurred I would have been covered as the transcript recorded would have left me covered.

To her credit the lady I spoke to was very very clear in her conclusions and spent about 25 mins on the phone to me. It seems that there is a recognition that my circumstances were not listened to and overall the situation was dealt very badly.

Still at least we have a positive conclusion for me. They have also given me a financial contribution to cover cost of calls, time spent and the subsequent increased premium I'm now paying.

Now I can move on. Thanks to everyone for their advice and insight throughout. It has been extremely useful.

PP

leosayer

A great outcome.

Thanks for the update.

Swipe

I bet that is a huge weight off your shoulders.

Pinkpyjama

It most certainly is!

Iceweasel

Congratulations on a successful outcome.

:beer:

And thanks for coming back to let us know the conclusion.