Zenith declines car insurance for no reason and not just to me!

Lark

Afternoon!

Anyone had experience of this?

Using the MSE car insurance tips, I selected 2 quotes to follow up, for car insurance, first going to the website and then pursuing the quotes on the phone with sales agents, in December.  Quotes are guaranteed for specific periods and I am well within these. 

Having checked my breakdown policy elsewhere and my mileage, I got in touch with my preferred quote again this morning, only to have the insurance declined by Zenith (Co-op Eco) for no reason. Given that the previous agent, Leah, had confirmed the price against quote reference in December, this came as a bit of a shock. 

When asked by Rianna why Zenith had declined today - I had no idea: the only 2 things I wanted to change should have made me less risky rather than uninsurable.  And anyway, the onus is on Zenith to give a reason for declining, isn't it???

I suggested to Rianna that I needed to find out why Zenith had done this as it placed me in an impossible position: after conferring, she said that Zenith had declined a number of people without reason, so best to call back later when the system glitch had been resolved.

I have, this time speaking to Jack, who, despite accepting my quote reference, proceeded to ask me basic questions - type of insurance sought, number plate - as if starting again.  When I pointed out that this would be the 3rd time I was being required to do this, and for the second time today, she said she was sorry but there were gaps in the information and she couldn't proceed without the details.  I asked if I could speak to a supervisor.  Her system crashed, she said she'd email this request and then asked if she could put me on hold while she phoned through.  I gave up after 15 minutes and the ring tone changed to busy.

Thing is, my insurance is due for renewal on 12.01 and John Lewis have offered to renew at a price £271 more than the Co-op Eco quote.  Part of the price hike is for taking my partner OFF the insurance - the agent couldn't explain why this should be!!!

I am snookered and unsure of what to do next:

Do I try Co-op Eco, yet again?
Is it safe to pursue my 2nd or 3rd best quotes - if I do, what are the chances of being declined because Zenith's systemic glitch is still "live"?
Do I renew with John Lewis and accept to pay a higher premium for reducing risk by taking my partner off the 2022 policy?

How is it that insurers can arbitrarily make decisions without rational explanation?  Is what are our rights in law?

Your thoughts and views would be welcome, urgently!

Best, Lark

dunstonh

 And anyway, the onus is on Zenith to give a reason for declining, isn't it???

no.

How is it that insurers can arbitrarily make decisions without rational explanation?  

Same as every other business that sets their prices or decides if they offer you services/products or not.

 Is what are our rights in law?

You have no rights in this respect.  If they don't want to offer terms they are not required to do so and they are not required to tell you why they are not offering terms.     You just fall outside of their underwriting criteria or you could fall outside of their current target market.

The staff on the phone are generally not knowledgeable enough and are not told why.  Sometimes they create a rod for themselves by trying to guess and the guesses are usually wrong.

Your thoughts and views would be welcome, urgently!

Either they do not want you or they are suffering administration/service issues.  So, do you really want them either way?

Is it safe to pursue my 2nd or 3rd best quotes - if I do, what are the chances of being declined because Zenith's systemic glitch is still "live"?

A glitch on quoting has no impact on you obtaining quotes or proceeding elsewhere.

Do I renew with John Lewis and accept to pay a higher premium for reducing risk by taking my partner off the 2022 policy?

How does it compare with the other options, such as your second choice option?

Sandtree

Lark said:

Part of the price hike is for taking my partner OFF the insurance - the agent couldn't explain why this should be!!!

Agents, even when talking to insurance companies and not middlemen, are given very little information... its little more than doing what you do with their website and after putting all the detail in they are simply given a price to tell you.

Having named drivers on policies frequently will lower premiums (assume we arent talking of adding 18 year olds who've just passed their test) and in particular Insured & Spouse/Partner tends to be notably cheaper than Insured Only policies. Mass market consumer insurance is priced based on statistical analysis and so whilst anyone can speculate as to why I&S policies have 15% less claims than IOD insurers only really care that consistently thats what they see so price accordingly.

You say partner rather than ex-partner so is there a need to take them off given you know it'll increase the premiums?

No insurer is obligated to quote for a given risk, no insurer is obligated to explain how they came to their decision but you similarly are not obligated to accept any particular quote and can shop around as much as you like. 

Lark

I appreciate advice you've both given. 

Co-op Eco doesn't appear to be functioning and as you've correctly pointed out, doesn't inspire confidence. 
 
You may wish to know the end of the story - I renewed with my existing insurer, keeping my partner on and reducing my mileage in line with actual use than the use I'd hope for - excursions here and abroad, because they're unlikely to happen this year.  And got a reduction - YaY!

Thanks again