Strange letter from Homeserve

Bodkin64

Hi, I know that Homeserve has a dire reputation on this forum but I’ll try asking this question anyway. Quick context first, we had homeserve cover on our boiler for a few years but decided not to renew this March since we retired and decided it wasn’t worth it any longer. We sucked up a significant premium increase the previous year for peace of mind’s sake but no more. I received the following letter from them the other day.
”Whilst we recognise that your cover ended on 30/03/2020, we’re writing to let you know that unfortunately, some important information on a historic renewal document [for 2019] we sent to you was not displayed as clearly as it should have been. Although the previous year’s price was included, we should have shown it alongside your original renewal price in a clearer way, so you were able to compare your prices.
[table of 2019 renewal price vs 2018 price]
If you think having this information displayed in this way would have influenced your decision to continue with your cover, please contact us on ......”
This reads as if they’ve been found guilty of mis-selling and this is their response, though not seen anything in the media to this effect. In all honesty I can’t say this information would have dissuaded me from renewing at the time, however I could argue to them that it would have. Does anyone think it would be worthwhile trying to obtain a rebate from them or is there some devious hidden agenda I can’t see?

Sandtree

Presumably the prices quoted are correct?

The other option is that its some form of phishing attempt but if the prices quoted are accurate then that would also mean a data breach has occurred.

If it wouldnt have made a difference then bin the letter. If it would have made a difference then call Homserve on their publically available telephone number (rather than the one in the letter) and discuss.  Whilst its really a bit more complex than that complaint payments/fine etc are ultimately paid for by future customers and so compensation culture does impact individuals not just big business.

Skint_yet_Again

https://conversation.which.co.uk/home-energy/insurance-premium-renewal-fca/

Insurers are supposed to show last years premium on renewal notices. Sounds like they missed it off yours. 

Bodkin64

Sandtree said:

Presumably the prices quoted are correct?

The other option is that its some form of phishing attempt but if the prices quoted are accurate then that would also mean a data breach has occurred.

If it wouldnt have made a difference then bin the letter. If it would have made a difference then call Homserve on their publically available telephone number (rather than the one in the letter) and discuss.  Whilst its really a bit more complex than that complaint payments/fine etc are ultimately paid for by future customers and so compensation culture does impact individuals not just big business.

Hmm it hadn’t occurred to me that it might be a phishing attempt but now I’m a bit suspicious. I dug out the renewal document it referred to and the figures quoted in the letter I just received are all correct, and for what it’s worth I can’t for the life of me see what was unclear about the renewal document, the premium increase is there in black and white. What looks fishy is that the number the letter asks me to call isn’t their regular customer services/complaints number but a different 0330 number. So now I do wonder if I should leave well alone. For sure if I’d had an email like this I’d have binned it straight away.

Bodkin64

Skint_yet_Again said:

https://conversation.which.co.uk/home-energy/insurance-premium-renewal-fca/

Insurers are supposed to show last years premium on renewal notices. Sounds like they missed it off yours. 

Having rechecked the document they didn’t. Which makes this letter doubly odd.

TELLIT01

Malcyb said:

This reads as if they’ve been found guilty of mis-selling and this is their response, though not seen anything in the media to this effect. In all honesty I can’t say this information would have dissuaded me from renewing at the time, however I could argue to them that it would have. Does anyone think it would be worthwhile trying to obtain a rebate from them or is there some devious hidden agenda I can’t see?

Doing so would be attempted fraud, not a great idea.

Sandtree

Malcyb said:
What looks fishy is that the number the letter asks me to call isn’t their regular customer services/complaints number but a different 0330 number. 

It is normal for companies to set up special telephone numbers for redress programmes, if the regulator has forced their hand then they are likely to want to have statistics on volume of customers impacted, number of letters sent, number of undeliverable letters, number of telephone call responses etc and thats easiest judged if you have a unique telephone number on the letter (marketing ads similarly used to have unique telephone numbers so people can see if you called the number int he yellow pages or off the side of a bus etc).

Sometimes the numbers will go through to the normal customer service teams or if its a big or complex issue then they may set up specialist teams to deal with the calls which is also easier to do if you have a unique telephone number rather than having to have a call steering message that says "Press 1 for a new quote, press 2 for claims, press 3 to discuss your policy, press 4 if you think we conned you"

Bodkin64

TELLIT01 said:

Malcyb said:

This reads as if they’ve been found guilty of mis-selling and this is their response, though not seen anything in the media to this effect. In all honesty I can’t say this information would have dissuaded me from renewing at the time, however I could argue to them that it would have. Does anyone think it would be worthwhile trying to obtain a rebate from them or is there some devious hidden agenda I can’t see?

Doing so would be attempted fraud, not a great idea.

On reflection I think I’m going to ignore the letter but you can hardly say it’s fraud. Can everybody who successfully claimed for mis-sold PPI honestly say they had no idea what they had purchased? It would be impossible to prove anyway (unless the company traces me through this post of course).

rugbyroller

I had a similar letter, phoned them, suggested that had the information been given in the correct format, I would not have renewed. Offered £25 in compensation, which I accepted. 

badmemory

They don't like people stopping coughing up to them.  So just a nudge to try to get you to do that.  Then next service they will declare your boiler irrepairable & terminate it so you can't use it.  they have history!!

housedc

I received the same email on 15th October 2020, which I've pasted below.
I phoned up (on their direct number, not the number given in the email, just in case it was a phishing scam) and said that "had the current vs renewal price been stated clearly, I would not have renewed). The operator was a little short with me but filed the complaint. Over the next 30 days I received two letters ackowleding my complaint and letting me know it was being looked at.
Finally today I received an apologetic call from them stating that the total of £384 will be refunded to me (by cheque as my bank details have since changed)

Dear Mr XXX,

Please note this is not your renewal document HomeServe Cover 8 with excess, Policy Number: XXXX Here at HomeServe we're committed to always improving things and delivering the best possible service. However, sometimes we can still do better. Whilst we recognise that your cover ended on 09/02/2020, we're writing to let you know that unfortunately, some important information on a historic renewal document we sent to you was not displayed as clearly as it should have been. Although the Previous Year's price was included, we should have shown it alongside your original renewal price in a clearer way, so you were able to compare your prices. For reference, you'll find this information below:

Renewal Price 30/01/2019 £32.00 per month £384.00 for the year Previous Year's Price £17.00 per month £204.00 for the year

If you think having this information displayed like this would have influenced your decision to continue with your cover, please contact us on 0330 024 7982*1. Otherwise there is no need to contact us. We apologise if this has caused any confusion, if you're interested in our current products please visit homeserve.com