Compass insurance (caravans & holiday homes) - chasing refund

golddustmedia

Just a vent/warning about dealing with Compass Insurance (Thistle) who are specialists in caravan and static caravan insurance.

They've always been very good about the policy and setting it up etc, but having sold our caravan we were due a refund. Well i've been chasing the refund for over a month now!

First contact was to cancel the policy. Advised of the refund due and told it would go back onto the card I paid with. I advised this card had expired and was told they had to "attempt" to refund to the card, if that failed they would issue a cheque.

Second contact was 3 weeks later, I spoke to the same customer service assistant who looked into it and freely admitted he had personally made an error in failing to put the refund through (stating he was new to the job when he helped me previously). He would do it now...

Third contact 2 weeks later, this time a lady looked into it but had to make enquiries with the finance team but blamed a new system. I expressed frustration that I was doing the leg work and was promised a call back by the end of the day.

Fourth contact 1 week later, same lady as previously tells me my card has expired! (I told them this on the first call) so they would issue a cheque. I asked if they "would be issuing it" or "had already issued it". She goes to check and advises it went in the post yesterday... well it went in the envelope yesterday, it might not have gone in the post yet... She also admitted she had personally failed to call me back and said that was her fault.

SO, after 6 weeks of me chasing I might finally get a refund by cheque next week. It's all very polite that they admit when they're wrong, but I'd prefer it if they just got it right the first time!