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Please help! - Insurance cover began without my knowledge!
Kara_C
Posts: 2 Newbie
Hello,
I have recently experienced an issue with my home insurance with British Gas and was wondering whether anyone could help.
My boiler insurance cover recently ended and so last week, I called up British Gas to purchase home insurance and did so with a member of the sales team on 28th November 2016. During my conversation with this staff member, I specifically asked them when this insurance cover would begin and end, and I was informed that it would begin as soon as payment is taken (basically the cover would commence from 29th November 2016 and last until 28th November 2017).
However, it was not until this week that I received documentation stating that in fact, my insurance cover actually began in March 2016, despite having only just called British Gas and purchased insurance on the 29th November. Prior to this phone call, I was not informed by telephone, email or letters that my boiler insurance cover had actually began in March 2016 (although payment was not made until November). Effectively, this means that on 29th November, I paid for insurance cover for the period of March 2016 - March 2017, but actually, I was only covered by the insurance from 29th November 2016 to March 2017, as I was not made aware via any means of communication that the cover actually began in March 2016. On questioning this, I was informed that not only am I not entitled to have a full refund (as this new insurance cover is actually a “renewal”), but that my cover would end in March 2017 and I would have to pay again for a full year of cover. I informed British Gas that this is unreasonable but have been told that that particular member of staff should not have told me that my cover would be from 29th November 2016 – 28th November 2017, and it may be that they were a new member of staff and unfamiliar with company policies. British Gas has agreed to investigate this and listen back to the recording of the phone call when I purchased the insurance, but nonetheless, although this was a mistake that they made, they have said it is unlikely I will be able to get a full refund.
I was wondering whether anyone would be able to help with this issue and whether there is any way that I can get a full refund for this. Evidently this is not the information which I was given when purchasing the insurance and it is unfair that I am being put out of pocket for a mistake which was made by British Gas! Does anyone know whether I able to request a copy of the telephone recording (e.g. under the Freedom of Information Act)?
Any help would be greatly appreciated!
Many thanks.
I have recently experienced an issue with my home insurance with British Gas and was wondering whether anyone could help.
My boiler insurance cover recently ended and so last week, I called up British Gas to purchase home insurance and did so with a member of the sales team on 28th November 2016. During my conversation with this staff member, I specifically asked them when this insurance cover would begin and end, and I was informed that it would begin as soon as payment is taken (basically the cover would commence from 29th November 2016 and last until 28th November 2017).
However, it was not until this week that I received documentation stating that in fact, my insurance cover actually began in March 2016, despite having only just called British Gas and purchased insurance on the 29th November. Prior to this phone call, I was not informed by telephone, email or letters that my boiler insurance cover had actually began in March 2016 (although payment was not made until November). Effectively, this means that on 29th November, I paid for insurance cover for the period of March 2016 - March 2017, but actually, I was only covered by the insurance from 29th November 2016 to March 2017, as I was not made aware via any means of communication that the cover actually began in March 2016. On questioning this, I was informed that not only am I not entitled to have a full refund (as this new insurance cover is actually a “renewal”), but that my cover would end in March 2017 and I would have to pay again for a full year of cover. I informed British Gas that this is unreasonable but have been told that that particular member of staff should not have told me that my cover would be from 29th November 2016 – 28th November 2017, and it may be that they were a new member of staff and unfamiliar with company policies. British Gas has agreed to investigate this and listen back to the recording of the phone call when I purchased the insurance, but nonetheless, although this was a mistake that they made, they have said it is unlikely I will be able to get a full refund.
I was wondering whether anyone would be able to help with this issue and whether there is any way that I can get a full refund for this. Evidently this is not the information which I was given when purchasing the insurance and it is unfair that I am being put out of pocket for a mistake which was made by British Gas! Does anyone know whether I able to request a copy of the telephone recording (e.g. under the Freedom of Information Act)?
Any help would be greatly appreciated!
Many thanks.
0
Comments
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So someone put 11/4 instead of 4/11 ? Tried phoning them? Only they can help you.
Get a refund for what? Your paying for a years cover its just the start date thats incorrect?Censorship Reigns Supreme in Troll City...0 -
Did your old boiler insurance finish in March?
if not, what is this policy a renewal of?0 -
forgotmyname wrote: »So someone put 11/4 instead of 4/11 ? Tried phoning them? Only they can help you.
Get a refund for what? Your paying for a years cover its just the start date thats incorrect?
March is month 3... not 4...0 -
You can request a copy of the call as a Subject Access Request (SAR) under the Data Protection Act. Freedom of Information relates to obtaining info on public bodies. The SAR will cost £10.
If the call recording confirms you were told this policy covers you until Nov 17, then I would insist that British Gas honour this. You have formed a contract on this basis, and they have exposed you potentially to financial loss.0 -
paddyandstumpy wrote: »March is month 3... not 4...
Shhh your not supposed to spot that
. I did well though, i dont even know what day of the week it is. So only 1 month out is not bad
I blame the morphine and nothing to do with me being stupid Gotta blame something or someone else right? Censorship Reigns Supreme in Troll City...0
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