Claims Underwriting Exchange (CUE) incorrect entry

My wife recently renewed her car insurance policy with me as a named driver (As we have done for many years) The new insurer flagged up a CUE entry stating my name a date in 2021 - Third party hit - none fault - £0 claim. After a whole lot of phone calls and emails it was discovered that another insurer had made the entry. Following, 'unanswered' emails from myself they removed it. (I understand that the entry can only be removed by the insurer that entered it so it had to be them). I have made a formal complaint to the insurer responsible and it is still ongoing. My question is: Is this a clear breach of GDPR and if so what action can i take?
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  • DullGreyGuy
    DullGreyGuy Posts: 9,119
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    Have you done a DSAR request to CUE to see exactly what they are holding?

    Often there is very little detail of the third party and so its more fuzzy logic assuming because your name is John Smith and you live in Birmingham and there was a third party called John Smith that had an accident in Birmingham that you may well be the same person. Like many of these things it will have a confidence factor of if its the same person or not and its up the entity running the query at what level of confidence they want to accept.

    Its the same with your credit file as you could have one account in the name John Smith another in Jon Smith, a third in Jack Smith etc and the CRA has to try and work out if you are all the same person or if its you and your twins all living at the same address. 
  • onstage
    onstage Posts: 9
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    Have you done a DSAR request to CUE to see exactly what they are holding?

    Often there is very little detail of the third party and so its more fuzzy logic assuming because your name is John Smith and you live in Birmingham and there was a third party called John Smith that had an accident in Birmingham that you may well be the same person. Like many of these things it will have a confidence factor of if its the same person or not and its up the entity running the query at what level of confidence they want to accept.

    Its the same with your credit file as you could have one account in the name John Smith another in Jon Smith, a third in Jack Smith etc and the CRA has to try and work out if you are all the same person or if its you and your twins all living at the same address. 
    I sent a Subject data request to MIB 25th Jan - received and email back 31st Jan informing me they are investigating my request, not heard anything since. I'm thinking now that by the time they check the incorrect entry will have gone.

    In addition to the entry details I mentioned in my post. I received further details following a request to the new insurer. It gave the reg of the other car involved, a claim number and the name of the insurer who put the entry on CUE.

    I am curious as to what other of my details were entered. I'm very curious as to why the responsible insurer thought it correct to ignore my requests for details and so have not replied!

    I sent a formal complaint email over the weekend and received a reply yesterday to say they are investigating my complaint and will contact using the email or the phone number I supplied. However, they put the contact details I had supplied but they actually quoted a mobile number that is not mine! Its not just a digit wrong its the whole mobile number that's wrong!
  • DullGreyGuy
    DullGreyGuy Posts: 9,119
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    onstage said:
    In addition to the entry details I mentioned in my post. I received further details following a request to the new insurer. It gave the reg of the other car involved, a claim number and the name of the insurer who put the entry on CUE. 

    I am curious as to what other of my details were entered. I'm very curious as to why the responsible insurer thought it correct to ignore my requests for details and so have not replied!

    I sent a formal complaint email over the weekend and received a reply yesterday to say they are investigating my complaint and will contact using the email or the phone number I supplied. However, they put the contact details I had supplied but they actually quoted a mobile number that is not mine! It's not just a digit wrong it's the whole mobile number that's wrong!
    And is it your registration number? Did you own the vehicle at the date of the accident?

    As you are not the insured you have no rights of "complaint" to the other insurer to which your namesake was a third party and you don't have FOS rights. You are better pursuing it under a DSAR and rights as a data subject 

    Did you give them a mobile number in your email? Its likely their CRM system has just filled in the blanks with the details they already held and so the mobile could be their policyholder or the Third Party's... really it should only be the later but complaint systems aren't always well setup for dealing with TP complaints because of the lack of their rights. 
  • onstage
    onstage Posts: 9
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    onstage said:
    In addition to the entry details I mentioned in my post. I received further details following a request to the new insurer. It gave the reg of the other car involved, a claim number and the name of the insurer who put the entry on CUE. 

    I am curious as to what other of my details were entered. I'm very curious as to why the responsible insurer thought it correct to ignore my requests for details and so have not replied!

    I sent a formal complaint email over the weekend and received a reply yesterday to say they are investigating my complaint and will contact using the email or the phone number I supplied. However, they put the contact details I had supplied but they actually quoted a mobile number that is not mine! It's not just a digit wrong it's the whole mobile number that's wrong!
    And is it your registration number? Did you own the vehicle at the date of the accident?

    As you are not the insured you have no rights of "complaint" to the other insurer to which your namesake was a third party and you don't have FOS rights. You are better pursuing it under a DSAR and rights as a data subject 

    Did you give them a mobile number in your email? Its likely their CRM system has just filled in the blanks with the details they already held and so the mobile could be their policyholder or the Third Party's... really it should only be the later but complaint systems aren't always well setup for dealing with TP complaints because of the lack of their rights. 
    Not my reg, it gave the reg of the car that was alleged to have hit mine, who was insured by them.

     I have no knowledge of any collision whilst I was driving so assumed it could have only been whilst my car was parked and unattended, although there is no damage to my car.  Or the entry was posted on CUE in error.

    It must have been an error otherwise why have they now removed the entry? In which case they must have connected my details with someone else's incident? Which is why i'm concerned about GDPR

    Yes I gave them my mobile in the email - they put a different mobile number along with my correct email address as ways they will use to contact me in their reply. They can't even copy and paste contact details!
  • DullGreyGuy
    DullGreyGuy Posts: 9,119
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    onstage said:
    onstage said:
    In addition to the entry details I mentioned in my post. I received further details following a request to the new insurer. It gave the reg of the other car involved, a claim number and the name of the insurer who put the entry on CUE. 

    I am curious as to what other of my details were entered. I'm very curious as to why the responsible insurer thought it correct to ignore my requests for details and so have not replied!

    I sent a formal complaint email over the weekend and received a reply yesterday to say they are investigating my complaint and will contact using the email or the phone number I supplied. However, they put the contact details I had supplied but they actually quoted a mobile number that is not mine! It's not just a digit wrong it's the whole mobile number that's wrong!
    And is it your registration number? Did you own the vehicle at the date of the accident?

    As you are not the insured you have no rights of "complaint" to the other insurer to which your namesake was a third party and you don't have FOS rights. You are better pursuing it under a DSAR and rights as a data subject 

    Did you give them a mobile number in your email? Its likely their CRM system has just filled in the blanks with the details they already held and so the mobile could be their policyholder or the Third Party's... really it should only be the later but complaint systems aren't always well setup for dealing with TP complaints because of the lack of their rights. 
    Not my reg, it gave the reg of the car that was alleged to have hit mine, who was insured by them.

     I have no knowledge of any collision whilst I was driving so assumed it could have only been whilst my car was parked and unattended, although there is no damage to my car.  Or the entry was posted on CUE in error.

    It must have been an error otherwise why have they now removed the entry? In which case they must have connected my details with someone else's incident? Which is why i'm concerned about GDPR

    Yes I gave them my mobile in the email - they put a different mobile number along with my correct email address as ways they will use to contact me in their reply. They can't even copy and paste contact details!
    As previously mentioned, its more likely that the record is incomplete rather than incorrect... if you search on here you will see someone posted a DSAR response from MIB on CUE and most the fields are blank

    Its much more likely that its someone with the same name was involved in an accident and due to incomplete details CUE have said there is a 60% chance that this is a record related to you and potentially other people who share the same name and share other characteristics. 

    The main issue with CUE -v- CRAs is that people report non-customers to CUE for which they may hold very little details. Back in my claims days at times we would only have a third party's registration plate, no name or address etc. We could contact the DVLA to get the registered keepers details if we wanted (£2.50) but first step was to check MID for the insurer at the date of the accident. Assuming they were insured we contact them and say we are holding them liable and if they say they've a reported claim and they accept liability then thats that, we save £2.50 and leave the TP details blank so all that will go to CUE is the registration. 
  • onstage
    onstage Posts: 9
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    onstage said:
    onstage said:
    In addition to the entry details I mentioned in my post. I received further details following a request to the new insurer. It gave the reg of the other car involved, a claim number and the name of the insurer who put the entry on CUE. 

    I am curious as to what other of my details were entered. I'm very curious as to why the responsible insurer thought it correct to ignore my requests for details and so have not replied!

    I sent a formal complaint email over the weekend and received a reply yesterday to say they are investigating my complaint and will contact using the email or the phone number I supplied. However, they put the contact details I had supplied but they actually quoted a mobile number that is not mine! It's not just a digit wrong it's the whole mobile number that's wrong!
    And is it your registration number? Did you own the vehicle at the date of the accident?

    As you are not the insured you have no rights of "complaint" to the other insurer to which your namesake was a third party and you don't have FOS rights. You are better pursuing it under a DSAR and rights as a data subject 

    Did you give them a mobile number in your email? Its likely their CRM system has just filled in the blanks with the details they already held and so the mobile could be their policyholder or the Third Party's... really it should only be the later but complaint systems aren't always well setup for dealing with TP complaints because of the lack of their rights. 
    Not my reg, it gave the reg of the car that was alleged to have hit mine, who was insured by them.

     I have no knowledge of any collision whilst I was driving so assumed it could have only been whilst my car was parked and unattended, although there is no damage to my car.  Or the entry was posted on CUE in error.

    It must have been an error otherwise why have they now removed the entry? In which case they must have connected my details with someone else's incident? Which is why i'm concerned about GDPR

    Yes I gave them my mobile in the email - they put a different mobile number along with my correct email address as ways they will use to contact me in their reply. They can't even copy and paste contact details!
    As previously mentioned, its more likely that the record is incomplete rather than incorrect... if you search on here you will see someone posted a DSAR response from MIB on CUE and most the fields are blank

    Its much more likely that its someone with the same name was involved in an accident and due to incomplete details CUE have said there is a 60% chance that this is a record related to you and potentially other people who share the same name and share other characteristics. 

    The main issue with CUE -v- CRAs is that people report non-customers to CUE for which they may hold very little details. Back in my claims days at times we would only have a third party's registration plate, no name or address etc. We could contact the DVLA to get the registered keepers details if we wanted (£2.50) but first step was to check MID for the insurer at the date of the accident. Assuming they were insured we contact them and say we are holding them liable and if they say they've a reported claim and they accept liability then thats that, we save £2.50 and leave the TP details blank so all that will go to CUE is the registration. 
    When I emailed the insurer I asked that they send me a copy of all the details their insured driver submitted of the, alleged incident: The street name, town, time, was my car parked and unattended, did they cause any damage to either vehicle, the reg number, make, model and colour of the car they hit.

    I gave them all my car details in the email and checked with my insurer at the time, who confirmed I had no claims against my policy and they had no information of a report of a no damage third party hit.

    This could have all been cleared up had the insurer responded with an explanation and apology after removing the entry from CUE, but as I say, so far they have not given me anything. I'm assuming following my complaint they will finally give an explanation  
  • DullGreyGuy
    DullGreyGuy Posts: 9,119
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    onstage said:
    This could have all been cleared up had the insurer responded with an explanation and apology after removing the entry from CUE, but as I say, so far they have not given me anything. I'm assuming following my complaint they will finally give an explanation  
    This is where we get into odd areas of data protection... similar to when someone says they have been a victim of identity fraud. If you say it wasn't you then you aren't the data subject and they cannot release information to you. 

    Its always a problem in Claims because you do get random people phoning up saying they are a third party and we may only have a vehicle reg or a badly spelt surname so it can be hard to establish the identity of the caller and confirm if they are who they say they are.

    They will probably be trying to ascertain if it is as you say that they hit your unattended vehicle and they did a DVLA request to get your details or their policyholder did hit an unattended vehicle but recorded the registration incorrectly so they incorrectly got your details from the DVLA, or their policyholder did hit someone else that isn't you but shares your name and its an issue of the CUE's fuzzy logic combined with what your new insurers have set as a match level. 

    This takes time as it requires speaking to the policyholder who may not care about the matter having already had their car fixed. 
  • onstage
    onstage Posts: 9
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    onstage said:
    This could have all been cleared up had the insurer responded with an explanation and apology after removing the entry from CUE, but as I say, so far they have not given me anything. I'm assuming following my complaint they will finally give an explanation  
    This is where we get into odd areas of data protection... similar to when someone says they have been a victim of identity fraud. If you say it wasn't you then you aren't the data subject and they cannot release information to you. 

    Its always a problem in Claims because you do get random people phoning up saying they are a third party and we may only have a vehicle reg or a badly spelt surname so it can be hard to establish the identity of the caller and confirm if they are who they say they are.

    They will probably be trying to ascertain if it is as you say that they hit your unattended vehicle and they did a DVLA request to get your details or their policyholder did hit an unattended vehicle but recorded the registration incorrectly so they incorrectly got your details from the DVLA, or their policyholder did hit someone else that isn't you but shares your name and its an issue of the CUE's fuzzy logic combined with what your new insurers have set as a match level. 

    This takes time as it requires speaking to the policyholder who may not care about the matter having already had their car fixed. 
    I did share the CUE entry details that I obtained from the new insurers who flagged the entry. Only insurers have access to those details. Also an email from Markerstudy and my insurers confirming I had no claims on my policy at the time of the incident.

    What i'm saying is that they should have been as sure as you can get that it was me asking them for an explanation as to why the entry was posted on CUE and requesting what details of mine are in there.

     Even though they have not responded with an explanation, the fact that they have removed the entry makes me positive that my car was not involved in a third party hit. I gave them my reg and car details when asking for an them to check and for an explanation.

    I would obviously like to hear from the horses mouth, what took place in their process that resulted in  an entry  on CUE connected to me. I guess I'll have to wait until they complete their investigation before I hear what happened.

    Have just received a second email in response to my complaint. A lady has introduced herself and explained that she will be looking into my complaint and hopes to be able to get back to me with the outcome by 13th Feb 2024
  • DullGreyGuy
    DullGreyGuy Posts: 9,119
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    This is a first party CUE DSAR response from the other recent post:



    Even though this is the insurer's own customer you can see notable gaps in the information provided to CUE.  You can imagine how empty a TP record is!

    How do you know it's been removed from CUE? Depending on who's told you and how they came to that conclusion it could be that the details have been updated rather than removed. 

    If it has been removed then it would simply be a sensible precaution, at the end of the day there is no obligation for info to be logged on CUE and 99% of the time what I log will be used to benefit my competitors rather than me so there is no real skin off my nose if I delete a record. 
  • onstage
    onstage Posts: 9
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    Just had a third email : Yet another person is looking into it and will aim to reply in 7 days. That's 3 different people on the case. Does any of them know what the others are doing I wonder.

    I'm going to have to reply because if they use the phone number that the first one quoted instead of the number I gave them, they'll be ringing someone else!

    my insurer at the time of the, 'incident' put me in touch with Markerstudy who were exceptional, they did a search with my details and found it had gone. They emailed me a copy of our conversation and the result of their search on CUE which I used to persuade the new insurer to check again for themselves, they did and confirmed it had been removed. 

    That's why I'm so annoyed with the insurer who entered and then removed it but didn't respond to my email asking them to check and then send me an email to show the new insurer that they had removed it!

    The new insurer had told me that's what I needed to obtain in order to satisfy them that I hadn't , not disclosed something that I should have.

    The last persons email from the responsible insurer hinted that it might have been mistaken identity.

    In any event this is something that the insurers need to fix so that people like me don't have to go through this due to an error on CUE! 
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