MCE cancelled my insurance

AdrianC

topper19590 said:

Sandtree said:

topper19590 said:. 

I have numerous people now telling me they never received notifications or written notice either email or otherwise , yet you aren’t accepting that there could be a fault on MCEs side . why ? 

Hu?

Ive passed no comment on if they did or did not send anything, I just disagreed that they should have sent a letter if the customer asked for electronic communication 

Apologies I was intending that reply to Adrian C who seems to find no fault with the companies practices but everything with mine , John 

I make no comment on how optimal or otherwise their practices may be. I am merely explaining to you what they are.

Whether you or I or anybody like them or not doesn't change them.

born_again

spacey2012 said:

I would cut straight to the chase .
Send an Official complaint NOTICE not letter or any other passive language by recorded delivery letter to the head office and by e-mail.
Tell them very clearly ;

Why you think they were wrong.

To provide a copy of the served notice of cancellation that was sent by post with proof of delivery. 

What resolution you expect and in what timescale .

What loss there actions have caused including estimates of future insurance costs

That they have 14 days to respond or the notice serves as a deadlock notice and the matter will be passed to the regulator for judgment.

Dont waffle or admit anything they can use against you.

Except that MCE Insurance Ltd is authorised and regulated by the Financial Conduct Authority (FCA) Complaints go to FOS. 8 Weeks or deadlock letter is the required timescale. Not forgetting that regulator is several months worth of backlog to deal with.

So you can not set your own timescale for a response.

>>>

Formal complaints

If we are not able to complete our investigation within 3 days, your complaint will be classified as a formal complaint. The following steps will then be taken:

• We will acknowledge receipt of your complaint as soon as is reasonably practicable.
• You will be given the name and contact details of the person dealing with your case.
• The acknowledgement may, especially in the case of a verbal complaint, set out the nature of the complaint.
• If further information is needed from you, we will contact you by the method we believe to be the most appropriate.

• We will aim to resolve the complaint as quickly as possible.
• As part of our investigation, we may need to review our own internal files and/or obtain information from other parties, so please bear with us.
• If, after 4 weeks, we have been unable to complete our investigation, we will contact you to explain why, and to give you an indication as to when the matter will be resolved.
• In the unlikely event that we have been unable to complete our investigation after 8 weeks, we will contact you to explain why, give you an indication as to when the matter will be resolved, and inform you of your rights to refer the matter to the Financial Ombudsman Service, if you are unhappy with the way we are handling your complaint.
• When we have concluded our investigations, we will contact you to inform you of the outcome of our investigation. We will also inform you that if you remain dissatisfied, you may refer your complaint to the Financial Ombudsman Service within six months of the date of this communication. We will also provide you with a link to the Financial Ombudsman Service leaflet ‘your complaint and the Ombudsman’ which explains their service in more detail.

topper19590

born_again said:

spacey2012 said:

I would cut straight to the chase .
Send an Official complaint NOTICE not letter or any other passive language by recorded delivery letter to the head office and by e-mail.
Tell them very clearly ;

Why you think they were wrong.

To provide a copy of the served notice of cancellation that was sent by post with proof of delivery. 

What resolution you expect and in what timescale .

What loss there actions have caused including estimates of future insurance costs

That they have 14 days to respond or the notice serves as a deadlock notice and the matter will be passed to the regulator for judgment.

Dont waffle or admit anything they can use against you.

Except that MCE Insurance Ltd is authorised and regulated by the Financial Conduct Authority (FCA) Complaints go to FOS. 8 Weeks or deadlock letter is the required timescale. Not forgetting that regulator is several months worth of backlog to deal with.

So you can not set your own timescale for a response.

>>>

Formal complaints

If we are not able to complete our investigation within 3 days, your complaint will be classified as a formal complaint. The following steps will then be taken:

• We will acknowledge receipt of your complaint as soon as is reasonably practicable.
• You will be given the name and contact details of the person dealing with your case.
• The acknowledgement may, especially in the case of a verbal complaint, set out the nature of the complaint.
• If further information is needed from you, we will contact you by the method we believe to be the most appropriate.

• We will aim to resolve the complaint as quickly as possible.
• As part of our investigation, we may need to review our own internal files and/or obtain information from other parties, so please bear with us.
• If, after 4 weeks, we have been unable to complete our investigation, we will contact you to explain why, and to give you an indication as to when the matter will be resolved.
• In the unlikely event that we have been unable to complete our investigation after 8 weeks, we will contact you to explain why, give you an indication as to when the matter will be resolved, and inform you of your rights to refer the matter to the Financial Ombudsman Service, if you are unhappy with the way we are handling your complaint.
• When we have concluded our investigations, we will contact you to inform you of the outcome of our investigation. We will also inform you that if you remain dissatisfied, you may refer your complaint to the Financial Ombudsman Service within six months of the date of this communication. We will also provide you with a link to the Financial Ombudsman Service leaflet ‘your complaint and the Ombudsman’ which explains their service in more detail.

We received a response from them today, stating they had attempted to take payment and attempted to contact my son , although as I said we do not have any history of that , nor do others in the same position , they have stated they will not reinstate the insurance, but will not pursue any late payment charge , the missed or future payments . 
We are still trying to establish if the bank can provide any information on failed attempted payments on his card prior and after they blocked it , due to the online fraud 
There are still people informing me that the same thing  has happened to them 
I have again asked MCE to supply evidence of their notification of cancellation which is required in their conditions for cancellation of policy. 
I believe if they deem the complaint closed we can then go to the ombudsman rather than wait 8 weeks ? 

NottinghamKnight

On your last point then you are correct, ask them for a deadlock letter and you can then go straight to ombudsman.

topper19590

On reading their email there are a number of discrepancies including they state they contacted him or spoke to him , they did neither , they also from reading it only offer to cancel any further payments, there’s one plus the outstanding one , if we accept their version , is this right ? 

born_again

topper19590 said:

We received a response from them today, stating they had attempted to take payment and attempted to contact my son , although as I said we do not have any history of that , nor do others in the same position , they have stated they will not reinstate the insurance, but will not pursue any late payment charge , the missed or future payments . 
We are still trying to establish if the bank can provide any information on failed attempted payments on his card prior and after they blocked it , due to the online fraud 
There are still people informing me that the same thing  has happened to them 
I have again asked MCE to supply evidence of their notification of cancellation which is required in their conditions for cancellation of policy. 
I believe if they deem the complaint closed we can then go to the ombudsman rather than wait 8 weeks ? 

Yes, HSBC will be able to tell of MCE attempted to take the payment, if it was via debit/credit card. It will show as declined. But they do not stay on systems for ever.
You will need to get past front line staff and really need to speak to the fraud team who will have access to the security systems which show all attempted transactions.

topper19590

So today an email received stating our complaint had been upheld , that due to a system glitch the insurance was cancelled and there is no proof that any notification re cancellation or failed payment was made or received , also accepted that not enough notice was given even if they had notified us . They Have made a 50 pound payment in compensation, considering he’s lost five months insurance , having paid nearly 2000 pounds had one more payment only to make , and would have been insured until May when the next policy would be a third of cost small comfort , what a joke of a company 

Robbo66

ontheroad1970 said:

The company doesn't sound great, but personally in you and your son's position, I would have phoned all the essential things like insurance to ensure that the card instruction was against the correct bank card.  Personally, because of how both cancellation of insurance and how suddenly being found driving uninsured unknowingly has such wide ranging and serious consequences, I think that insurance companies should be made to send notification via signed for post (what used to be recorded delivery).  Yes, some will still fall through the cracks, but there needs to be more effort made by insurance companies on giving notice of cancellation, both to avoid cancellation, and also for drivers to be aware of the cancellation.

What about personal responsibility, old enough to own a car and drive old enough to call insurance company and make sure details are correct. Most companies now offer the option to amend details online as well.

born_again

topper19590 said:

So today an email received stating our complaint had been upheld , that due to a system glitch the insurance was cancelled and there is no proof that any notification re cancellation or failed payment was made or received , also accepted that not enough notice was given even if they had notified us . They Have made a 50 pound payment in compensation, considering he’s lost five months insurance , having paid nearly 2000 pounds had one more payment only to make , and would have been insured until May when the next policy would be a third of cost small comfort , what a joke of a company 

You are aware that you can say no, you want more..... For the distress, mental anguish & cost of having to use public transport to get around.

Jumblebumble

topper19590 said:

So today an email received stating our complaint had been upheld , that due to a system glitch the insurance was cancelled and there is no proof that any notification re cancellation or failed payment was made or received , also accepted that not enough notice was given even if they had notified us . They Have made a 50 pound payment in compensation, considering he’s lost five months insurance , having paid nearly 2000 pounds had one more payment only to make , and would have been insured until May when the next policy would be a third of cost small comfort , what a joke of a company 

Thats great news
It does highlight the importance of avoiding unhelpful and uniformed speculation that it was your sons fault for not checking his spam filters, and that MCE would have definitely sent out  emails  when in fact they did nothing of the sort etc