Car insurance cancellation.

liljellybean · 31 August 2023 at 11:38AM

So… I had some modifications done to my car so I called my insurance to declare them. They told me they don’t cover modifications and my insurance is cancelled with immediate affect. So I took out another insurance and declared all my modifications to them. It is now 3 months later and they are telling me that my insurance will be cancelled in 7 days as 2 of the modifications that I declared were not added to the policy. They wanted me to pay extra to have them added (but the policy document I had online already had them written on there) this was no showing up on their end so I screen shot it and sent it across. The woman on the phone said she received it and it’s not what is showing on her end and they will get someone to look into it. Today I had a message that not only did they not receive the screen shot (that she told me she was looking at) but my insurance is canceled and they are only refunding me a 3rd of what I paid. After their commission, the cost of adding the modifications to the insurance and the cancellation cost. I asked to speak to a supervisor but no one would take my call. I have asked for a call back from a manager (no time scale given).
Where do I stand on this any ideas?

I declared the mods and have the screen shot that they were added to my insurance. They are in the wrong!

MattMattMattUK · 31 August 2023 at 11:46AM

liljellybean said:

So… I had some modifications done to my car so I called my insurance to declare them. They told me they don’t cover modifications and my insurance is cancelled with immediate affect. So I took out another insurance and declared all my modifications to them. It is now 3 months later and they are telling me that my insurance will be cancelled in 7 days as 2 of the modifications that I declared were not added to the policy. They wanted me to pay extra to have them added (but the policy document I had online already had them written on there) this was no showing up on their end so I screen shot it and sent it across. The woman on the phone said she received it and it’s not what is showing on her end and they will get someone to look into it. Today I had a message that not only did they not receive the screen shot (that she told me she was looking at) but my insurance is canceled and they are only refunding me a 3rd of what I paid. After their commission, the cost of adding the modifications to the insurance and the cancellation cost. I asked to speak to a supervisor but no one would take my call. I have asked for a call back from a manager (no time scale given).

What are the modifications? Did you take out the insurance direct with the insurance provider, or via a third party such as a comparison site, agent etc.? Unfortunately comparison sites are not great at passing that information over and it can cause issues.

liljellybean said:

Where do I stand on this any ideas?

You need to raise a formal complaint, detail all the information you have, put in a timeline of communication, no emotion, just facts. You also need to stop driving the car and get it off the road as it is currently uninsured.

liljellybean said:

I declared the mods and have the screen shot that they were added to my insurance. They are in the wrong!

Whether they are in the wrong depends on what exactly happened, if it was bought via them, or via a third party, if it was shown on the summary at the end of the application, not just part way through the process. They will also raise that you should have checked your policy documents at the point of receiving them, which largely becomes their get out of jail free card, but you might get something out of them via the formal complaint route.

You also need to establish if this is classed as them cancelling an insurance policy, which will cause you problems in the future (as could the first cancellation) or if this is treated as that they are no longer able to provide cover and to the policy is ended early, which is treated differently.