One Call insurance cancelled - no warning

Bobsmarsh

Hey,
I am having a nightmare dealing with One Insurance about a cancellation.
I got an email yesterday morning saying that following previous communication my policy had been cancelled.
I looked back through my emails and texts and the only communication I had from them were welcome emails with my policy documents and links to their customer portal.
I have since phoned them and been told it was due to not giving them my licence details in time, I thought I had done this when setting up the policy but apparently not.
They are saying that they sent me both emails and texts about this and therefore I had ample warning, when I have said that I did not get them they said that it doesn't matter because I was told I would have to provide this information when I purchased the insurance. They said they sent letters but I have been away from home for the past week so have not got them.
They are now saying that I owe them £83.66, the majority of which is cover for the approx 15 days I had the policy.
What is my best route forward?

slick1234

Hi Bobmarsh...it's interesting that your problem is similar to mine "cancelled car insurance". I've made a formal complaint and failing that I will take it to the ombudsman. I got pulled over and I a now facing a summons as I wasn't aware one call had cancelled my policy after 37 year of driving and ive not even had so much as a parking ticket before.

Bobsmarsh

I have talked to them about 5 times now. They have offered to reduce the "set up fee" by £25, making the fee I have to pay around £50 rather than £80.
It is really difficult to actually talk to a manager to make a complaint they keep trying to fob you off. I did manage to talk to one yesterday who insisted that they had proof that they had emailed and texted me regarding the 7 day cancellation notice and that they could send it to me. I said yes please do, and also please send me in writing that I do not have to disclose this as a cancellation when taking out insurance.
That was yesterday morning and I have had neither emails.
When I do get through to make a complaint they are basically saying I cant make one because there is nothing more that they can do and from their perspective they have done everything, are they just trying to stop me from making one?
thanks

Quentin

Although a verbal complaint is a complaint, much better to put it in writing

You then have a certified (if you get proof of posting) paper trail to use in future should escalation/court action etc be needed months down the line

slick1234

I logged a complaint less than week ago and today they phoned me back and admitted it was their fault. A letter of indemnity is on its way to me. It is very much worth complaining but you must go via the correct procedure.