Help with duel insurance.

LYN23

Hi I need some advise please,
My husbands a cabinet maker so we have tradesmans insurance. Last year he had a few weeks working away so needed his insurance to cover his tools overnight in his van.
Direct line who we had the insurance with couldn't provide this cover, Axa could so I cancelled the insurance with direct line and took out with Axa.
So skip a few months and £225.00, it's November last year and I realise direct line had taken the payment out for the insurance I had cancelled. I phone direct line and they made it seam like no problem the gentleman's words were don't worry it happens more than you think! He would send a form to Axa to confirm the duel insurance and issue a refund. So just after Christmas I phone direct line back as we hadn't had a refund and they said they are waiting for the form back from Axa. Phoned Axa they hadn't had any contact from direct line. Phone direct line they said they will send the forms out again I said I can email everything however that's not good enough.
So yesterday I got a letter from direct line saying they agree with the duel insurance and they agree to pay 50% and Axa agree to pay 50%.
To be honest this didn't sit right because I cancelled with direct line because they couldn't provide a service we needed and Axa could. Anyway I phoned Axa to check this and they still say they have had no contact with direct line over this. And haven't agreed to pay 50%. I feel I'm getting nowhere with direct line all you can ever get in touch with is the sales line, and I'm still waiting for a call back from the ' relevant team'
So sorry for the long post, but any advice would be gratefully received.
Thanks

Quentin

Whenever you are not happy with your insurance company the route to go down is a complaint in line with their complaints procedure

Then if you are not happy with the reply or they ignore you for 8 weeks you can escalate to the FOS for their adjudication at no cost to you

LYN23

Thank you, I've opened up a complaint however they closed it without asking me on the day I opened the complaint and the telephone number they include on their complaints letter just goes on to a recorded message saying we are unable to take your call at this time. I asked one of the sales guys about this and he said that dept only do outgoing calls. I have been waiting 2 days for them to phone back.

Quentin

Do they not give an address for written complaints?

Should be set out in the policy wording

LYN23

To be honest not thought of writing just wanted it sorting and thought the quickest and easiest would be through the phone, however that's not working so I will write.
Thanks for your help. It's just so frustrating dealing with companies when you can't even speak to the dept you want. I will definitely never use direct line again.

DCFC79

When you originally cancelled did you get confirmation it was cancelled ?

LYN23

I know this is bad but im not sure. it was cancelled in March and only noticed in November. I know I need to be more on the ball!

LYN23

The thing in really confused about is direct line say Axa have agreed to pay 50% however Axa say they have had no contact from direct line and say they haven't agreed to pay 50%

Quentin

When complaining always better to do it in writing and gives you a proper paper chain with dates etc which you may need if this needs escalating to the FOS

Zorillo

AXA are under no obligation to refund 50% of your money. The Direct Line policy was unsuitable for your needs, the AXA policy was suitable and therefore it's quite clear which policy you intended to take out. Direct Line should refund 100% of the premium and cancel back to the last renewal. You should demand this in writing.

Any evidence you have that you contacted Direct Line to cancel in March would obviously help your case, but you shouldn't need it if you have evidence that you took the AXA policy out when you said you did.

LYN23

Thank you yes I completely agree Axa could provide a service direct line couldn't. I didn't think it was right that are pay anything that's why I phoned them, but Axa have said they haven't even received the form off them yet and never agreed to refund anything ( which they shouldn't anyway ). Direct line Unlawfully took payment for a policy that wasn't fit for purpose.