Admiral insurance and cancellation fees issue

Sandtree

majeedk said:

Admiral kept sending letters and relying on emails. They should have just called him up and/or checked the vehicle status (both cars were decalred SORN) to realise something was wrong rather than just carrying on with auto generated letters and emails. I am saying this becasye their agent confirmed that they have checks in place to confirm vehicle status like ownership, SORN etc. IMHO, this is the reason why fully automated systems can't work in every situation and a human intervention is required.

I am currently insured with Aviva and in Feb they sent me a quote (post+email). I did the ususal method of searching price comparison sites and then Aviva which was > £500 cheaper than what Aviva had already quoted earlier on. I used their website to renew the policy. two days after renewal date I got a call from Aviva agent saying he has noticed that I havent accepted their renewal offer (sent via post). He was shocked to find out that I have alread renewed with them at a cheaper rate. I am glad that they called rather than trying to start two insurance policies but it was also shocking that their system isn't capable of detecting that I had already renewed with them.

They cannot assume that just because its SORNed that they dont want insurance on it... SORNed cars can still be stolen, still catch on fire and damage other people's property. 

Personal lines insurance is a highly commoditised distress purchase... people will switch from a well known household brand to a totally unknown offshore outfit to save less than £5 per year. As such price is king and insurers cut operational costs to achieve the lowest price they can. Outbounding millions of customers to see everything is ok or not would add significant costs and so premiums as a result.

Get consumers to buy on value or quality rather than price alone and then you may see insurers start to appear below the Mid Net Worth space that sell on this basis.

As to Aviva, you clearly selected you wanted both comms method, M&S offer the same option. The fact your brother decided he wanted email only is something to take up with him.

Aviva arent on price comparison sites and therefore your story is a little odd plus you didnt "renew" you bought a new customer policy which is why you got the introductory discounts (something that will stop next year). If it is underwritten by Aviva and you bought via an aggregator then you've bought from a broker not Aviva. The person calling would have been from the sales arm of Aviva Direct who most likely use different systems to the business coming via brokers and MGAs etc