Ticker Car Insurance - Worst Ever for Admin

michaels

I have a 'pay per mile' policy with a company cqlled Ticker, you pay a lower upfront premium and then via a black box tracker in your car pay monthly for each mile you drive.

I had to change my credit card details due to the number changing following an attempted fraudulent transaction.

This was not easy, you have to go onto the Ticker App, start a chat, get them to understand the ask and then they call you back a few days later to actually change the details.  The first call failed so another couple of days before they managed to change the details.  IN the mean time they tried to collect one of the monthly payments on 2 occasions which of course failed.

Eventually the new card details were added and a payment taken on 5th September - all sorted or so I thought.

This morning (11 September) I got an email at 1.09 AM saying they had cancelled my insurance at 1AM yesterday!!!

Possible implications:
1) I drove uninsured yesterday!!
2) I have been charged massive penalties for ending the policy early
3) Apparently as they cancelled my insurance I have to inform any future insurance company that I have had my policy cancelled by the insurer

Their CS open at 10 - I have no idea how much time and effort it will take to sort this but based on the rigmarole just to change the linked debit card I am in for hours of struggle and probably the ombudsman/small claims court for the consequential losses.

Think about this before insuring with this 'company'

DullGreyGuy

Look on the Motor board here and you will see two threads from people living with high premiums caused by a cancelled policy more than a decade ago... most insurers as if you have ever had insurance cancelled not just in the last X years.

Personally I would be arguing with them for reinstatement of the policy, or at a minimum written confirmation that it was their error to cancel it and therefore doesn't need to be declared to future insurers. 

michaels

!!!!!!

'Due to technical difficulties our phone lines are not working, you can chat in our app' - no I can't you have cancelled my policy so I can't log into the app....

Ectophile

Did they give you written notice before cancelling the insurance?  If not open a formal complaint, and ask them to reinstate the policy, or else you will take it to the financial ombudsman.

michaels

Ectophile said:

Did they give you written notice before cancelling the insurance?  If not open a formal complaint, and ask them to reinstate the policy, or else you will take it to the financial ombudsman.

So when the payments against the old card number failed one of the messages mentioned cancellation of insurance if payment was not made but payment was made after that message went out once they tried to take payment against the correct number which I would assume would then negate the pervious communication.  As mentioned the message saying we will now cancel your policy was not sent until 24 hours after the time at which they said the policy would be cancelled.

Anyway after a few hour son chat and then a couple of phone calls Ticker admit it is their error but their system will not allow reinstatement of the policy so they have set me up a new policy at their current prices (about 2.5 times as much) and promise they will then apply good will adjustment to get it back to the previous price - who knows how long that might take and whether they will be able to work the maths out correctly....

Any chance that if the car was anpr or I guess speed camered on Sunday (don't think I did anything but it is possible) when it was officially not insured whether I could receive a no insurance fine?!

NileshP

michaels said:

I have a 'pay per mile' policy with a company cqlled Ticker, you pay a lower upfront premium and then via a black box tracker in your car pay monthly for each mile you drive.

I had to change my credit card details due to the number changing following an attempted fraudulent transaction.

This was not easy, you have to go onto the Ticker App, start a chat, get them to understand the ask and then they call you back a few days later to actually change the details.  The first call failed so another couple of days before they managed to change the details.  IN the mean time they tried to collect one of the monthly payments on 2 occasions which of course failed.

Eventually the new card details were added and a payment taken on 5th September - all sorted or so I thought.

This morning (11 September) I got an email at 1.09 AM saying they had cancelled my insurance at 1AM yesterday!!!

Possible implications:
1) I drove uninsured yesterday!!
2) I have been charged massive penalties for ending the policy early
3) Apparently as they cancelled my insurance I have to inform any future insurance company that I have had my policy cancelled by the insurer

Their CS open at 10 - I have no idea how much time and effort it will take to sort this but based on the rigmarole just to change the linked debit card I am in for hours of struggle and probably the ombudsman/small claims court for the consequential losses.

Think about this before insuring with this 'company'

Same here.... unable to ring and the chat is totally useless..... been told that someone will ring me for the last two days.... In the meantime can't use my car......

michaels

They have now offered a resolution to their error that would cost me £200 extra over the 12 months the original policy was due to run and acting as if I should be grateful to pay £200 to fix their error....

michaels

NileshP said:

michaels said:

I have a 'pay per mile' policy with a company cqlled Ticker, you pay a lower upfront premium and then via a black box tracker in your car pay monthly for each mile you drive.

I had to change my credit card details due to the number changing following an attempted fraudulent transaction.

This was not easy, you have to go onto the Ticker App, start a chat, get them to understand the ask and then they call you back a few days later to actually change the details.  The first call failed so another couple of days before they managed to change the details.  IN the mean time they tried to collect one of the monthly payments on 2 occasions which of course failed.

Eventually the new card details were added and a payment taken on 5th September - all sorted or so I thought.

This morning (11 September) I got an email at 1.09 AM saying they had cancelled my insurance at 1AM yesterday!!!

Possible implications:
1) I drove uninsured yesterday!!
2) I have been charged massive penalties for ending the policy early
3) Apparently as they cancelled my insurance I have to inform any future insurance company that I have had my policy cancelled by the insurer

Their CS open at 10 - I have no idea how much time and effort it will take to sort this but based on the rigmarole just to change the linked debit card I am in for hours of struggle and probably the ombudsman/small claims court for the consequential losses.

Think about this before insuring with this 'company'

Same here.... unable to ring and the chat is totally useless..... been told that someone will ring me for the last two days.... In the meantime can't use my car......

Did you get any resolution or compensation?  It seemed like at least 'several' customers were impacted.

michaels

I do now have an acceptable offer for resolution and compensation but it has obviously taken a while - so 6 out of 10 for getting there but for a company, when it is their mistake, to make it difficult for the customer to get back to where they were, is surely not the right approach.

emmatappenden

Just to say a year later the admin is no better and I’m currently embroiled in a complaint with Ticker as they have cancelled my policy with no consideration for the fact the error is at their end. Which it is.
My policy was cancelled due to failure to pay. I offered to pay there and then but this was declined as ‘the system does that’. After a lot of to-ing and fro-ing in the chat with multiple agents who didn’t read through the thread properly, I finally ascertained that they have the wrong expiry date for my card. However I have not received a new card and have not updated the card details since taking out the policy in February. This means that there is likely to be a systems error their end probably due to an update with a bug. Or worse, that it was manually changed, indicating inadequate security, warranting a full scale investigation, as someone could have access to my and others’ card details.
I do have a complaint open but keep receiving messages that kick the ball further down the park. Currently saying they might get back to me by 12th November. I won’t allow more than the required 8 weeks before approaching the financial ombudsman. I’m incredibly out of pocket. Not least because I’ve paid until February (we’re talking here about £26) but also due to the emergency insurance that I’ve been forced to take out.
I will update if I ever get a resolution.

michaels

I feel your pain.  How can they have taken payments before if the details were wrong?!

And this is looking like it is not just a one off but that they have ongoing IT problems.