Cancelling Car Insurance due to their error with Telematics / Black Box.

sophangelx

Hey,

I recently (8th November) took out a new car insurance policy, (insurance with Aura & Telematics is FC/Freedom Connect).

Essentially, the telematics isn’t reporting correctly and FC have confirmed this. It’s having “GPS Drifts” multiple times a week, reporting that I’m speeding when I’m on a completely different road. (This is always on the same road that unfortunately, I have to use very regularly & cannot avoid) FC have said there’s nothing they can do, and that I have to email them info & screenshots every time it happens for them to investigate & wait 3 weeks to write it off. Aura have said there’s nothing they can do as it’s all to do with FC.

My previous telematics policy never had any issues like this… I very rarely checked my tracking as it was always sound. 

So I looked at quotes and I can now get a policy with another broker for cheaper & this doesn’t require telematics, however, when I looked in my documents, this is stated re: cancellation.

“Outside "14 Days Cooling Off Period"

After the 14 day period, you may cancel this insurance by contacting the administrator telling them of vour wish to cancel. There will be no refund of premium.”

So my question is; as I’m only just outside of my cooling off period & essentially I’ve been querying this with FC since it first started happening, surely I should still be entitled to a refund for the £1,500 I paid, minus the last few weeks, as the issue is with them and their device? 

It wouldn’t be too much of an issue if I could avoid this road, and wasn’t a busy working single mum, who doesn’t have time to be dissecting my tracking & sending numerous emails and having back and forth with FC for essentially the next year!

Any advice would be hugely appreciated! Thanks so much in advance

Brie

Take another look at the T&Cs and see what it says about what happens if they don't fulfill their side of the contract.  They haven't given you a telematics/blackbox that works so need to either rectify that or allow you to get another policy (with them?) and possibly a pro rata refund.

sophangelx

Brie said:

Take another look at the T&Cs and see what it says about what happens if they don't fulfill their side of the contract.  They haven't given you a telematics/blackbox that works so need to either rectify that or allow you to get another policy (with them?) and possibly a pro rata refund.

Thanks! The closest thing I can find is “ We will not be held responsible for any loss, damage, liability, or costs incurred by inaccuracies in the data collected by the device.” it’s a mindfield😩.

Lorian

Is it possible to re-site the telematics box to reduce any signal attenuation?

sophangelx

Lorian said:

Is it possible to re-site the telematics box to reduce any signal attenuation?

I’m not sure… the previous one was hardwired but this one is a self plug in, under the dash. It might be worth mentioning and asking though!

Herzlos

sophangelx said:

“Outside "14 Days Cooling Off Period"

After the 14 day period, you may cancel this insurance by contacting the administrator telling them of vour wish to cancel. There will be no refund of premium.”

I'm suspicious about the claim you won't get any refund, since you're usually entitled to some pro-rata refund but I'm not sure if that's guidelines or ules.

Interestingly, citizens advice state the cooling off period is the later of (date policy starts or date you got paperwork), so if the paperwork came a few days later you may be ok:

https://www.citizensadvice.org.uk/consumer/insurance/cancelling-an-insurance-policy/

You could try claiming frustration of contract - their equipment is making the policy untenable and thus they aren't withholding your end of the deal.

HillStreetBlues

If they have admitted there is nothing they can do, then you need to ask them what happens next as clearly you can't keep having this issue.
What actions you take after that depends on their reply.

Bigwheels1111

I have a tracker from Bymiles.
On 2 occasions it’s given the wrong reading.
Nottingham way same place, must be very bad reception.
I emailed them and price was corrected next day.
Mine is in the glove box.