Insurance Issue - Change of Address

Cotta

Hi All,

My car is insured with 1st Central, I wanted to change my postal address fairly close to my renewal is what happened.

1. Called 1st Central about my change of address, I was kept on hold for around 30 minutes when the Agent attempted to change adjust the address, then they advised to call up in one week which would be seven days before renewal, they would be able to quote then.

2. Called up seven days before renewal, Agent advised it would be too expensive to change now and to call back on renewal, I stated I need it changed now but Agent advised this could not be done.

3. As I wasn't driving my car I held off until the renewal date and asked for a quote for a change of address and for my address to be updated. Agent advised they were unable to change the address at renewal, I would need to renew now and go online to change the address. Policy was renewed here.

4. I attempted to log-in but their site was down.

5. I complained to 1st Central, they advised they have acted professionally and provided a good service, address changes should be made online otherwise I should go to the Ombudsman.

Can anyone advise what I should do? There is an issue accessing my account online and 1st direct won't change my address on the phone.

Thanks in advance

csgohan4

were they cheapest by any chance?

dacouch

Ignoring 1st Central's very bad reputation.

You can make an official complaint and should they not give you the answer you want can then take it to the Ombudsman.

There is a good chance they will give you an ex gratia payment of around £50 at the official complaint stage

Cotta

dacouch wrote: »

Ignoring 1st Central's very bad reputation.

You can make an official complaint and should they not give you the answer you want can then take it to the Ombudsman.

There is a good chance they will give you an ex gratia payment of around £50 at the official complaint stage

Official complaint has been dismissed, they advised they listened to the calls and the Agents did all they could, from the letter sent to me I suspect there was no real investigation as few to none of my points were addressed. They have advised I will need to go to the Ombudsman but it seems over the top for what should be a routine change. I think with my new address now in force I have stopped driving and I think my only option is to change insurance companies.

takman

Why are you renewing with them? Have you checked on comparison sites to see if you could get a better deal before renewing?

Have you stopped driving your car just because the address is incorrect on the policy?

Cotta

takman wrote: »

Why are you renewing with them? Have you checked on comparison sites to see if you could get a better deal before renewing?

Have you stopped driving your car just because the address is incorrect on the policy?

Not driving as it's the risk address.

bobbiz22

Don't renew/cancel and go through comparison sites to find someone else, put correct address in to find right price.

If you have renewed with old address - then change address afterwards, insurance companies usually charge for change of address as your premium typically changes. Seems very strange that they would ask you to renew with invalid information which invalidates your insuranc?

Cotta

I actually referred this onto the Ombudsman and it's still under review. He has looked at a separate complaint that's been closed off and recommended that I did not get a suitable level of redress, an increased sum has been recommended. I have to say I find this very confusing as it was not something he was asked to investigate yet the actual area of complaint seems to be no further on.

dacouch

Good on you, the only way these companies will learn is by hitting them in the pocket.

They also should learn how to deal with Official Complaints correctly so customers don't feel the need to go to the Ombudsman over an issue that could be resolved relatively simply

Cotta

dacouch wrote: »

Good on you, the only way these companies will learn is by hitting them in the pocket.

They also should learn how to deal with Official Complaints correctly so customers don't feel the need to go to the Ombudsman over an issue that could be resolved relatively simply

Still no decision on the main issue but it'll be interesting to see what excuses First Central come up with.

EdGasketTheSecond

I can't understand why you renewed with a company that was giving you poor service?