Insurance Provider Refuses to Send Me with Written Confirmation that My Auto-Renewal is Switched Off

Alxs1989

My insurance provider is sadly somewhat of a cowboy operation. Excessive wait times to speak with an agent and they'll charge you fees for breathing if you let them.

I have been given the absolute runaround in an effort to gain written confirmation that the auto-renewal on my account has been disabled. This is not visible online via the customer portal and they refuse to provide me with an email detailing that my request has been actioned. I was initially told this would take 24 hours as it would be forwarded to a manager, but after receiving nothing, I called back and was told this isn't possible at all.

Amazingly, one of the many unhelpful customer service agents I spoke to even told me that sometimes their systems fail and the auto-renew is turned back on! Ironically highlighting the exact reason why I need written confirmation for my peace of mind as a customer. If I am mistakenly charged out of contract, I do not want my provider to be the one refunding me at their convenience - I want my bank to raise a dispute so I receive the wrongly-transferred funds to my account as swiftly as possible.

Is this legal and do I have any recourse to compel them to send me confirmation that the auto-renewal has been disabled? 

Thanks for the help,

A

JGB1955

If you have reason to believe that 'sometimes their systems fail and the auto-renew is turned back on', receiving a letter isn't going to provide you with any confidence... is it?  Why not just wait for their invitation to renew next year, then phone them up and say 'no thanks'.

Alxs1989

JGB1955 said:

If you have reason to believe that 'sometimes their systems fail and the auto-renew is turned back on', receiving a letter isn't going to provide you with any confidence... is it?  Why not just wait for their invitation to renew next year, then phone them up and say 'no thanks'.

Receiving a letter will provide me with the proof I need to dispute any unauthorized transactions - after reading reviews online, this is something that does happen frequently. When I spoke to my bank, I was told they have set the monthly payments as a card payment as opposed to a direct debit, meaning the bank has no control over any charges they could take. I need the written confirmation as evidence to support my case, surely? Their word on a phone call isn't suitable evidence to support my case.

davidmcn

Alxs1989 said:

Is this legal and do I have any recourse to compel them to send me confirmation that the auto-renewal has been disabled? 

Yes it's legal, and no you don't. If they actually debit money after telling you they won't, then you might have some sort of recourse.

Sandtree

Assuming you just bought the policy then they will be writing to you to let you know in circa 11 months. 

Why multiple phone calls now to "turn autorenewal off" -v- 1 phone call in 11 months to advise them to lapse your policy after you see the renewal quote isnt competitive?

Alxs1989

Sandtree said:

Assuming you just bought the policy then they will be writing to you to let you know in circa 11 months. 

Why multiple phone calls now to "turn autorenewal off" -v- 1 phone call in 11 months to advise them to lapse your policy after you see the renewal quote isnt competitive?

The policy finishes on November 1 and I am moving from them as they will not insure my partner. 

dunstonh

Why not just read the renewal letter at the time the renewal documents are sent and follow the instructions in there if you do not wish to renew?

You appear to be creating more work now than you would have to do then.

molerat

Alxs1989 said:

JGB1955 said:

If you have reason to believe that 'sometimes their systems fail and the auto-renew is turned back on', receiving a letter isn't going to provide you with any confidence... is it?  Why not just wait for their invitation to renew next year, then phone them up and say 'no thanks'.

Receiving a letter will provide me with the proof I need to dispute any unauthorized transactions - after reading reviews online, this is something that does happen frequently. When I spoke to my bank, I was told they have set the monthly payments as a card payment as opposed to a direct debit, meaning the bank has no control over any charges they could take. I need the written confirmation as evidence to support my case, surely? Their word on a phone call isn't suitable evidence to support my case.

Really ?

https://www.citizensadvice.org.uk/debt-and-money/banking/stopping-a-future-payment-on-your-debit-or-credit-card/

You simply tell your bank you revoke any authorisation for that company to take funds.