Insurance cancelled due to proof of no claims

Zoolar

Hi, I've had an issue with my insurance company and I'm after a bit of advice and guidance on where I stand.

I took out an insurance policy in July, upon taking out the policy they requested proof of no claims to be sent to them. I sent this to them and I figured this would be the end of it and my insurance was fine. On Saturday the 7th September I received a letter from the DVLA stating my car was uninsured and not SORN. After receiving this letter I checked my insurance account with Ageas and it turns out I wasn't insured. So I checked my email and there were 2 emails in my junk folder from Ageas the first saying the proof I sent them with my no claims wasn't satisfactory and the second stating my insurance had been cancelled. I read both emails from Ageas, the first one was sent on the 7/7/19 saying the information provided didn't meet their requirements and I needed to submit it in the correct format by 5/7/19 or my insurance would be cancelled. The second email sent on the 23/7/19 saying that my insurance has been cancelled with effect from 13/7/19.

I rang Ageas today to raise a complaint during my phone call I asked them why they only tried to contact me by email and never attempted to ring me or send me a letter in the post as it is a very serious matter not having insurance. The representative told me they would have rang but didn't have a number on record for me and they didn't send a letter because email was my preferred method to contact me on, he went on to admit that it was stupid that they didn't send me a letter. The person on the phone has referred my case to the complaints department and I should hear back in 3 days.

I'm just wondering where I stand on the matter and are the any laws or standards that I can go off to try and get the cancellation wiped from my records?

Is there a time frame in which the insurance company has to inform of cancellations?

Does the fact I'm expected to time travel to submit no claims help the matter?

I feel the information provided was to the standard they requested stating my renewal date, the number of years no claims bonus, the company name and my details.

Any advice and help is appreciated, thank you.

forgotmyname

Im guessing their answer maybe you ticked the contact by email box.

Information was to the standard? what standard? Was it an actual letter from your old insurer?

eddddy

Perhaps the best plan is to get suitable proof of your no-claims, and ask Ageas to reinstate your policy.

MEM62

If I understand your post correctly, you selected email as your preferred method of communication, did not provide a phone number and now want to complain that they did not write to you or phone you. I think they will be able to bat that one away fairly easily.

Your best course of action would be to obtain proof of no claims in the format that they have requested, submit it to them and seek some goodwill in having the policy reinstated. After all, the outcome you want is the insurance coverage, yes?

You might also want to whitelist their email address in your email client.

Robin9

I really don't think you have any grounds for complaint. You chose email as the means of communication but then don't check your SPAM folder.

What did you send them as proof of no claims ?

Retrogamer

Did they say specifically what was wrong with the document they received regarding your no claims?

AstroBeam

Hello Zoolar

I am sorry to hear of your circumstances. You will have to take responsibility for this situation unfortunately as they have contacted you via email and you haven't dealt with the issue.

I'm just wondering where I stand on the matter and are the any laws or standards that I can go off to try and get the cancellation wiped from my records?

There isn't however you can call insurers for a quote directly and explain to them the reason for the enforced cancellation. Cancellation for non-return of documentation is a common cancellation and if you can provide the new insurer with all the documentation at point of sale with an adviser over the phone they may provide you a quote on standard terms.

Is there a time frame in which the insurance company has to inform of cancellations?

Yes they have to provide 7 days notification via email or post.

Does the fact I'm expected to time travel to submit no claims help the matter?

You state in your post that you took the policy out in July, it seems they have given plenty of time to get the document to them. It's important that you verify the document to make sure the correct information is on there such as your name, address, years of no claims bonus, lapse/termination date and that no claims or accidents occurred on headed PDF or Word document.

csgohan4

now that you have a cancellation on file, I suspect this will be something you have to declare when applying for insurance and may make yourself difficult to insure.


You ticked the box and didn't provide a contact number and now have to reap the consequences

ihelp

Sorry I agree with most post on here as I’m sure you are aware the normal process is to have your old insurance company email you your no claim entitlement for you to forward into your new insurers.

The fact that it’s been cancelled should not affect you taking out insurance as your policy was not in effect due to waiting proof of NCD .

I would put this down to a learning exercise an error by both parties submit the correct information to Agaes and start again.

They will not back date your insurance as underwriter would not allow this in case you try and submit a back dated claim

We have all been there frustrating as it is

garth549

Sorry I have to disagree with all the above. Sending an email only without a follow up letter regarding an imminent cancellation is absolutely unacceptable and doesn't meet legal acceptance. Emails are notoriously unreliable and can very easily not reach the recipient as is the case here.

Complain immediately that you want the policy re-instating and escalate if they refuse..

By the way having a policy cancelled for not having provided proof of no claims is far less serious than other cancellations, such as for non-disclosure.

Retrogamer

garth549 wrote: »

Sorry I have to disagree with all the above. Sending an email only without a follow up letter regarding an imminent cancellation is absolutely unacceptable and doesn't meet legal acceptance. Emails are notoriously unreliable and can very easily not reach the recipient as is the case here.
.

But the emails did reach the recipient. The recipient just neglected to check the junk mail folder.