Tesco insurance won't accept NCD proof

AM111_2

We recently took out car insurance with Tesco, claiming 2 years of NCD. They asked for evidence, which we have provided, in the form of an NCD email from Admiral for 2022-23 and a separate NCD document from Marshmallow for 2023-24. While other car insurance companies are explicitly fine with receiving multiple documents, Tesco apparently are not and have told us we need to pay extra as they will only honour 1 year of NCD.

Unfortunately the document from our previous insurer, Marshmallow, is only for one year, and I can't get them to offer a consolidated version showing 2 years NCD. They say because they no longer insure us, they cannot issue a new document. But we took out the policy with them based on having one year of NCD already. They never asked us for evidence or increased our premium, so it would seem they accepted the one previous year of NCD, but now because they haven't acknowledged it on the document they provided, it is like it doesn't exist. 

Does anyone have any suggestions as to what we can do about this?

Bigphil1474

Marshmallow should have provided a document confirming you had 2 years no claims, 1 from before and 1 with them. If they have provided a document saying 1 years no claims, then that's all you can prove at the moment. Don't see how you can get round that. Don't use an unknown company again? You don't get a document every year saying you have 1 years no claims and save them up. They should be consecutive.

Mark_d

When your 22-23 cover with Marshmallow was coming to an end, what did the renewal document say?  I'd expect it to say you'd have 2 years NCD on the basis that your Marshmallow policy schedules said 1 year NCD when you took out the policy.

Was there a gap between your Admiral policy ending and your Marshmallow policy starting?

Mildly_Miffed

But you can only show one year. Two separate one year entitlements is not the same as a single two-year.

Why didn't the Marshmallow policy take account of the Admiral entitlement last year? That's where your problem comes from, not Tesco. It sounds like the Marshmallow policy didn't take account of the Admiral entitlement, because you never proved it existed to Marshmallow.

AM111_2

Bigphil1474 said:

Marshmallow should have provided a document confirming you had 2 years no claims, 1 from before and 1 with them. If they have provided a document saying 1 years no claims, then that's all you can prove at the moment. Don't see how you can get round that. Don't use an unknown company again? You don't get a document every year saying you have 1 years no claims and save them up. They should be consecutive.

Right, and that's what I've always had on my own insurance. This is my partner's insurance, on which I'm a named driver, and for some reason they haven't acknowledged the previous year or been willing to update the document after the policy ended. 

Marshmallow are basically impossible to contact. You spend forever interacting with a useless AI bot before you eventually speak to a real person, and then the real person is obstructive and barely communicative.

AM111_2

Mark_d said:

When your 22-23 cover with Marshmallow was coming to an end, what did the renewal document say?  I'd expect it to say you'd have 2 years NCD on the basis that your Marshmallow policy schedules said 1 year NCD when you took out the policy.

Was there a gap between your Admiral policy ending and your Marshmallow policy starting?

There was no gap, one ended on the 28th Feb, the next one started the same day.

AM111_2

Mildly_Miffed said:

But you can only show one year. Two separate one year entitlements is not the same as a single two-year.

Why didn't the Marshmallow policy take account of the Admiral entitlement last year? That's where your problem comes from, not Tesco. It sounds like the Marshmallow policy didn't take account of the Admiral entitlement, because you never proved it existed to Marshmallow.

Yes I don't know why they haven't acknowledged the previous year of NCD with Admiral. The thing is Marshmallow never asked for proof of no claims or increased the premium or anything - and it wouldn't have occurred to us to submit evidence unasked, as I have never been asked for evidence of NCD before by any insurer, in ten years of being insured. I assume they always check the database and never have any problems.

Frankly, if you take out insurance on the basis of having 1 year of NCD, AND they issue insurance, AND they don't ask you for proof of NCD when the insurance is confirmed, AND there is no request for evidence, AND they never increase your rates, then you assume that everything is ok and your NCD has been logged.

Also I checked a couple of other insurers' policy documents and they explicitly do accept multiple documents proving NCD, so it is still annoying that Tesco won't accept it. I mean, why shouldn't they? The policies end and start on the same day, and if they have any doubt, they can surely just check the shared database and see there are no claims?!

cw8825

AM111_2 said:

Mildly_Miffed said:

But you can only show one year. Two separate one year entitlements is not the same as a single two-year.

Why didn't the Marshmallow policy take account of the Admiral entitlement last year? That's where your problem comes from, not Tesco. It sounds like the Marshmallow policy didn't take account of the Admiral entitlement, because you never proved it existed to Marshmallow.

Yes I don't know why they haven't acknowledged the previous year of NCD with Admiral. The thing is Marshmallow never asked for proof of no claims or increased the premium or anything - and it wouldn't have occurred to us to submit evidence unasked, as I have never been asked for evidence of NCD before by any insurer, in ten years of being insured. I assume they always check the database and never have any problems.

Frankly, if you take out insurance on the basis of having 1 year of NCD, AND they issue insurance, AND they don't ask you for proof of NCD when the insurance is confirmed, AND there is no request for evidence, AND they never increase your rates, then you assume that everything is ok and your NCD has been logged.

Also I checked a couple of other insurers' policy documents and they explicitly do accept multiple documents proving NCD, so it is still annoying that Tesco won't accept it. I mean, why shouldn't they? The policies end and start on the same day, and if they have any doubt, they can surely just check the shared database and see there are no claims?!

As far as I am aware there is not general shared database for NCD 

im also yet to hear of any insurer who will accept multiple documents. It has to be 1 document. 

Otherwise you could have made a claim 1 year and then just skipped that document out. 

As already stated your issue is with marmalade. If they can’t or won’t issue 2 years then you can only prove 1 year. 

If you’re not happy with how they have acted. Raise a complaint

Mildly_Miffed

AM111_2 said:

Mildly_Miffed said:

But you can only show one year. Two separate one year entitlements is not the same as a single two-year.

Why didn't the Marshmallow policy take account of the Admiral entitlement last year? That's where your problem comes from, not Tesco. It sounds like the Marshmallow policy didn't take account of the Admiral entitlement, because you never proved it existed to Marshmallow.

Yes I don't know why they haven't acknowledged the previous year of NCD with Admiral. The thing is Marshmallow never asked for proof of no claims or increased the premium or anything - and it wouldn't have occurred to us to submit evidence unasked, as I have never been asked for evidence of NCD before by any insurer, in ten years of being insured. I assume they always check the database and never have any problems.

Frankly, if you take out insurance on the basis of having 1 year of NCD, AND they issue insurance, AND they don't ask you for proof of NCD when the insurance is confirmed, AND there is no request for evidence, AND they never increase your rates, then you assume that everything is ok and your NCD has been logged.

Also I checked a couple of other insurers' policy documents and they explicitly do accept multiple documents proving NCD, so it is still annoying that Tesco won't accept it. I mean, why shouldn't they? The policies end and start on the same day, and if they have any doubt, they can surely just check the shared database and see there are no claims?!

Why didn't you query it with Marshmallow when they first sent the renewal through, stating "1yr"...?

"Not claimed" is not the only way that you may not have access to that previous Admiral NCB. It may be in use on another vehicle.

400ixl

You don't assume anything with insurance.

Your insurance schedule should have said 1 year NCD had been applied, then the renewal should have said 2 years applied. This would then have been passed to your Tesco if requested and the schedule checked to say it say 2 years.

Not sure if you can get your previous insurer to fix it now, but essentially they need to provide proof of 2 year no claims for you to provide Tesco. Two lots of 1 year does not equal 2 to the new provider.

DullGreyGuy

It sounds like you have two 1 year NCDs which Tesco have said you cannot add them together, which is the industry norm. 

Did you not start the last policy with 1 year? Sounds like you started it with 0 years hence you now have two independent NCDs which is great if you have two cars but cannot be combined if you have just 1 car