AA Car insurance cancelled - due to missing their NCD proof request.

XRS200

Don't forget continuous insurance rules.  A car must be insured or sorn'd (and therefore kept off road)

devondiver

Update - the wheels are turning. Just as well I called their complaints dept this morning as my Saturday call had been logged as a closed complaint! Watch this space! 

cw8825

devondiver said:

Update - the wheels are turning. Just as well I called their complaints dept this morning as my Saturday call had been logged as a closed complaint! Watch this space! 

But isn't that correct.
you complained, they investigated and explained why the policy was cancelled.
Are you now able to approach the FOS?

from past experience your going to need the AA to find a understanding underwriter, who is also in a good mood for them to offer you a new policy. It wouldn't be a reinstatement

in any case why would you want a new policy from them if this is the experience so far?

sheramber

devondiver said:

400ixl said:

Also if the OP has so many spam emails they can miss things then they need to be sorting their email regime out and unsubscribing or filtered spam that can't be unsubscribed.

The OP (me) confirms that he receives relatively few spam emails and is absolutely certain that no relevant emails have been received and missed. 100%.

PS - are AA Insurance "bottom-dwellers"?

 It what you said earlier

Yes. I check daily for spam, of which I have much,

devondiver

cw8825 said:

But isn't that correct [?]

Not if the Executive Case Manager with whom I had a very helpful conversation this morning is to be believed (rather than the weekend call-handler I had on Saturday). My case has now been elevated to 'priority' and I expect a resolution pronto - after which I can contact the FOS if necessary (who, I understand, can order an effective 'reinstatement' as well as damages, if appropriate). So - hopeful, but not holding my breath.

in any case why would you want a new policy from them if this is the experience so far?

Well - my feeling at the moment is that the fiasco may be largely due to mistakes regarding my email address - rather than them being a dubious company. Even after dictating my email address to them very carefuly this morning they still managed to get it wrong (maybe their system 'auto-corrects' it) so it's just as well I also provided them an alternative email (for them to send me confirmation of our conversation).

XRS200

The FOS can take months.  Is the car currently uninsured?

Grumpy_chap

devondiver said:

I know this is rather labouring the point but I do believe it is perfectly arguable that the policyholder, who may well be unfamiliar with current industry practices, could expect - a) a clear and unambiguous instruction that they 
themselves must  provide the NCB proof

Maybe something like this:

devondiver said:

the AA covering letter (to the emailed document pack) included the bold subheading "We need proof of your no claims discount" - which, as stated, is obvious.

devondiver

sheramber said:

 It what you said earlier

The problem with relative terms - like 'much' and 'few' - is that they are easily misinterpreted, depending partly on context. So, for clarity, - when I used 'much' it was to illustrate that I do receive sufficient spam to know it doesn't normally just get 'filtered out'. Conversely, when I used 'relatively few' it was to illustrate that I don't receive so much spam that important stuff can get missed.

Hope that helps - and thanks for highlighting the apparent contradiction.

devondiver

XRS200 said:

The FOS can take months.  Is the car currently uninsured?

I expect to start a new policy (with AA?) in the next few days. Then reclaim additional costs etc. from AA in due course. Wish me luck. 

devondiver

UPDATE: FWIW - Having just spent the morning in long conversations with first, BT Mail helpline, and secondly AA Insurance complaints case handler - these are the gems of wisdom I have gleaned and am happy to share for the good of all:

1) Emails logged as having been sent from AA Insurance to the correctly spelled email address can dissappear into the ether without any trace, (despite sustained digging) at the receiving end.

2) Letters logged as having been sent by AA Insurance via Royal Mail 2nd Class post can take 17 days (first instance) and 10 days and counting (second instance) to reach their destination - or not arrive at all.

3) The intended recipient (the policyholder, me) is held entirely responsible for these communications failings and AA Insurance makes no attempt at confirming receipt of these communications (such as telephoning intended recipient) - although they can confirm that the emails have not been opened for viewing. AA Insurance, having followed their procedures, are therefore deemed (by themselves) not to be at fault, or in any way responsible for communications failings.

4) AA Insurance will proceed to cancel the policy in the abscence of a response - which is entirely reasonable. Also good is that they did not, apparently, cancel cover until some 7 days after their deadline expired.

5) Contrary to perceived wisdom of some (including me until today) there is no shared database to which insurers can refer in order to obtain or confirm details of NCB (no-claims bonus) entitlement - although they do not always require the applicant/policyholder to provide this proof.

6) Contrary to the perceived wisdom of many, POLICY CANCELLATION IN THESE CIRCUMSTANCES IS CLASSED AS 'VOLUNTARY CANCELLATION' AND THEREFORE DOES NOT NEED TO BE DECLARED WHEN RE-APPLYING FOR COVER (in answer to the question 'have you ever had a policy cancelled etc?').

For the avoidance of doubt - I have been assured by the case handler that this principle will be provided to me in writing (although, with reference to 1 and 2 above - I am not holding my breath).

7) In my case, at least, I have been assured of a full refund of premium paid including the cancellation fee but minus a small sum for the month on cover plus their 'set-up' fee.

SO - now to get re-insured - maybe even with AA Insurance.