Car Insurance cancellation

Spivo46

"Broker Expert" who trade under 4 other different names. i took out insurance online. documents were not delivered electronically, so i got worried. chased them 3 times the next morning and they just blamed the insurance company (Zenith). so i cancelled the policy 8 hours after taking it out. They told me that i would need to pay £75, so the full £501 would not be refunded. absolute shambles. i need to ensure they do not get away with this. any thoughts please?

dunstonh

 i need to ensure they do not get away with this. any thoughts please?

Get away with what?

They are allowed to charge an administration fee during the cancellation rights period.  They publish the fee information.   So, if you cancel the policy and they charge the amount they said they would, then what exactly are they getting away with?

Spivo46

dunstonh said:

 i need to ensure they do not get away with this. any thoughts please?

Get away with what?

They are allowed to charge an administration fee during the cancellation rights period.  They publish the fee information.   So, if you cancel the policy and they charge the amount they said they would, then what exactly are they getting away with?

They did not deliver the goods! So i cancelled. Have you ever taken out a Car insurance policy, paid over 500 quid for it and not received any evidence that you are covered and it exists? Give your head a shake.

Bradden

I may be misreading this.. it looks like to cancelled insurance  8 hours  after you took it out as they hadn't sent you paperwork?  you chased them 3 times in this 8 hours and they replied the next day to say there was an issue sending it? I would have given them a bit longer personally.

dunstonh

They did not deliver the goods!

There are no goods to deliver.  Its insurance.

As you wrote it, you applied via the broker.  The broker inputs the info and the provider supplies the documentation.  You gave them 8 hours before cancelling but chased it 3 times in that 8 hour period.

Have you ever taken out a Car insurance policy, paid over 500 quid for it and not received any evidence that you are covered and it exists? Give your head a shake.

8 hours.....    Have you considered that you are actually being unreasonable in your expectations?

cymruchris

Spivo46 said:

"Broker Expert" who trade under 4 other different names. i took out insurance online. documents were not delivered electronically, so i got worried. chased them 3 times the next morning and they just blamed the insurance company (Zenith). so i cancelled the policy 8 hours after taking it out. They told me that i would need to pay £75, so the full £501 would not be refunded. absolute shambles. i need to ensure they do not get away with this. any thoughts please?

You called them 3 times in the morning - and only had the policy 8 hours? So if they opened at 9am,and you called them at 930, 1000 and 1030 - then cancelled (I'm making up the times) the earliest you took the policy out was at 230am earlier in the night when the office was closed and they were all asleep?? And then cancelled when you didn't receive the paperwork instantly?

The clue is in the name - they're a broker - they work as an 'in-between' - so sometimes things aren't instant as they might be if you bought from an insurance company direct. You send them your details - they quote based on algorithms and software no doubt linked into the insurer - then they wait for the documentation to send on to you. Yes in some cases these days that might happen instantly - but only giving 8 hours seems very, very impatient. In your chasing - did you ask 'Am I covered?' - as if they'd said yes, then you could have given it a little longer.

I wouldn't have said from what you've described it being a 'shambles'. If after a week you'd not received things - then I might be inclined to call it a shambles - but we all have different thresholds on what might be perceived as 'reasonable'.

elsien

  Follow their complaints procedure as explained fully in their terms and conditions.
Just above the paragraph that explains about the £75 cancellation charge.

| Broker Experts

Spivo46

cymruchris said:

Spivo46 said:

"Broker Expert" who trade under 4 other different names. i took out insurance online. documents were not delivered electronically, so i got worried. chased them 3 times the next morning and they just blamed the insurance company (Zenith). so i cancelled the policy 8 hours after taking it out. They told me that i would need to pay £75, so the full £501 would not be refunded. absolute shambles. i need to ensure they do not get away with this. any thoughts please?

You called them 3 times in the morning - and only had the policy 8 hours? So if they opened at 9am,and you called them at 930, 1000 and 1030 - then cancelled (I'm making up the times) the earliest you took the policy out was at 230am earlier in the night when the office was closed and they were all asleep?? And then cancelled when you didn't receive the paperwork instantly?

The clue is in the name - they're a broker - they work as an 'in-between' - so sometimes things aren't instant as they might be if you bought from an insurance company direct. You send them your details - they quote based on algorithms and software no doubt linked into the insurer - then they wait for the documentation to send on to you. Yes in some cases these days that might happen instantly - but only giving 8 hours seems very, very impatient. In your chasing - did you ask 'Am I covered?' - as if they'd said yes, then you could have given it a little longer.

I wouldn't have said from what you've described it being a 'shambles'. If after a week you'd not received things - then I might be inclined to call it a shambles - but we all have different thresholds on what might be perceived as 'reasonable'.

Would you drive car on the road with no written proof that it is insured? I bought the insurance, was told it was covered and 8 hours later they are telling me the insurer is still running checks????

Spivo46

dunstonh said:

They did not deliver the goods!

There are no goods to deliver.  Its insurance.

As you wrote it, you applied via the broker.  The broker inputs the info and the provider supplies the documentation.  You gave them 8 hours before cancelling but chased it 3 times in that 8 hour period.

Have you ever taken out a Car insurance policy, paid over 500 quid for it and not received any evidence that you are covered and it exists? Give your head a shake.

8 hours.....    Have you considered that you are actually being unreasonable in your expectations?

i don't believe the car was insured and after reading many reviews in those 8 hours i believe my perception of them was justified. Would you drive a car on the road with no written confirmation the was actually covered??

Alderbank

Spivo46 said:

cymruchris said:

Spivo46 said:

"Broker Expert" who trade under 4 other different names. i took out insurance online. documents were not delivered electronically, so i got worried. chased them 3 times the next morning and they just blamed the insurance company (Zenith). so i cancelled the policy 8 hours after taking it out. They told me that i would need to pay £75, so the full £501 would not be refunded. absolute shambles. i need to ensure they do not get away with this. any thoughts please?

You called them 3 times in the morning - and only had the policy 8 hours? So if they opened at 9am,and you called them at 930, 1000 and 1030 - then cancelled (I'm making up the times) the earliest you took the policy out was at 230am earlier in the night when the office was closed and they were all asleep?? And then cancelled when you didn't receive the paperwork instantly?

The clue is in the name - they're a broker - they work as an 'in-between' - so sometimes things aren't instant as they might be if you bought from an insurance company direct. You send them your details - they quote based on algorithms and software no doubt linked into the insurer - then they wait for the documentation to send on to you. Yes in some cases these days that might happen instantly - but only giving 8 hours seems very, very impatient. In your chasing - did you ask 'Am I covered?' - as if they'd said yes, then you could have given it a little longer.

I wouldn't have said from what you've described it being a 'shambles'. If after a week you'd not received things - then I might be inclined to call it a shambles - but we all have different thresholds on what might be perceived as 'reasonable'.

Would you drive car on the road with no written proof that it is insured? I bought the insurance, was told it was covered and 8 hours later they are telling me the insurer is still running checks????

What does 'was told it was covered' mean, presumably at 2:30 in the morning?

Their website says

We will need to contact you to validate all the information that you have entered online, complete additional verification processes and to release your documents. We will aim to contact you within 1 working day. If you have not heard from us within that period please contact the office directly.

Fees & Charges: 
Our professional charges for cancellation within first 14 days or before the policy starts: £75 (Validation administration charge may also apply)

Spivo46

Alderbank said:

Spivo46 said:

cymruchris said:

Spivo46 said:

"Broker Expert" who trade under 4 other different names. i took out insurance online. documents were not delivered electronically, so i got worried. chased them 3 times the next morning and they just blamed the insurance company (Zenith). so i cancelled the policy 8 hours after taking it out. They told me that i would need to pay £75, so the full £501 would not be refunded. absolute shambles. i need to ensure they do not get away with this. any thoughts please?

You called them 3 times in the morning - and only had the policy 8 hours? So if they opened at 9am,and you called them at 930, 1000 and 1030 - then cancelled (I'm making up the times) the earliest you took the policy out was at 230am earlier in the night when the office was closed and they were all asleep?? And then cancelled when you didn't receive the paperwork instantly?

The clue is in the name - they're a broker - they work as an 'in-between' - so sometimes things aren't instant as they might be if you bought from an insurance company direct. You send them your details - they quote based on algorithms and software no doubt linked into the insurer - then they wait for the documentation to send on to you. Yes in some cases these days that might happen instantly - but only giving 8 hours seems very, very impatient. In your chasing - did you ask 'Am I covered?' - as if they'd said yes, then you could have given it a little longer.

I wouldn't have said from what you've described it being a 'shambles'. If after a week you'd not received things - then I might be inclined to call it a shambles - but we all have different thresholds on what might be perceived as 'reasonable'.

Would you drive car on the road with no written proof that it is insured? I bought the insurance, was told it was covered and 8 hours later they are telling me the insurer is still running checks????

What does 'was told it was covered' mean, presumably at 2:30 in the morning?

Their website says

We will need to contact you to validate all the information that you have entered online, complete additional verification processes and to release your documents. We will aim to contact you within 1 working day. If you have not heard from us within that period please contact the office directly.

Fees & Charges: 
Our professional charges for cancellation within first 14 days or before the policy starts: £75 (Validation administration charge may also apply)

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