Saga unable to insure long-standing elderly customers – seeking advice

SofaQueen66

I’d appreciate advice from anyone who has encountered something similar, or guidance on whether there is an organisation we can take this to.

My elderly parents have been loyal Saga customers since 2020. Their current car is insured with Saga, but when we tried to insure a replacement vehicle, what should have been a straightforward changeover turned into a six-hour ordeal.

Saga had the correct vehicle details (automatic gearbox), but due to the ongoing Saga–Ageas system transition, Ageas’s system incorrectly lists the car as manual. As a result, the car cannot currently be insured with either Saga or Ageas.

I spent several hours on the phone, including a three-way call with the dealership and Ageas, confirming that the car is automatic (including photos). The DVLA also confirmed that gearbox type is not recorded on their system.

We were told that Ageas could not insure the vehicle due to the incorrect vehicle data.

On 8 January, I received a call from Saga’s complaints department and was informed that my parents can no longer be insured with Saga.

Saga explained that this decision was made by the underwriting broker, who applies additional criteria that Saga cannot see or explain. Saga themselves were simply told that the application was declined, with no reason provided.

My parents’ circumstances have not changed since Saga insured their current vehicle six months ago. The replacement car is a lower-powered model and the UK’s best-selling car. My parents remain fit and healthy, with no change to their driving history.

As no explanation has been provided, the only apparent change is that they are now both 86 years of age. If there is another reason for this decision, it has not been communicated to us. I have escalated the complaint further as this does not feel right.

I can obtain insurance for them through Age UK and other insurers, but that isn’t really the point — I’m trying to understand why Saga, their long-standing insurer, is unable to insure them and whether there is any route to challenge or review this decision.

Ayr_Rage

I've had this before with the database being incorrect.

I had no option but to go with another insurer to stay on the road.

Why have you made a complaint when you say your parents are fit and healthy?

Emmia

Could you unblock this by updating / correcting the information that DVLA holds on the vehicle? 

Alternatively use a different insurer.

SofaQueen66

I spent time on the phone with the DVLA yesterday, and they confirmed that they do not keep information on gearbox transmission types. I think the only option may be to use a different insurer, but my parents were keen to stay with SAGA. I have submitted a complaint, as it seems unfair that my parents would be refused coverage when nothing about their situation has changed.

Woodstok2000

Its not saga, it's the underwriter. They will have a very complex set of criteria defining who they will and wont insure so they can manage their risk profile. These criteria will change all the time, and so even if your parents situation has not changed the underwriting criteria may have ben adjusted to exclude them.

elsien

The underwriters don’t have to give you a reason - I really can’t see a complaint going  anywhere when this will be a primarily commercial decision.  It may simply be that the underwriters are now using different criteria which your parents no longer fit for whatever reason. Fairness is academic in legal terms. 

And to be honest, they are probably not getting the best deal with Saga anyway. If they have been with them for five years.

saajan_12

SofaQueen66 said:

Saga had the correct vehicle details (automatic gearbox), but due to the ongoing Saga–Ageas system transition, Ageas’s system incorrectly lists the car as manual. As a result, the car cannot currently be insured with either Saga or Ageas.

..

On 8 January, I received a call from Saga’s complaints department and was informed that my parents can no longer be insured with Saga. .... 

As no explanation has been provided, the only apparent change is that they are now both 86 years of age. 

Why do you think its anything but the data discrepancy?  It might be more trouble than its worth to reconcile problematic data for one customer from their perspective. Unfortunately you can't force them to do business with your parents and operational pain is as valid a reason as any. 

I would search for the best insurance available out there and move on. 

dunstonh

Saga explained that this decision was made by the underwriting broker, who applies additional criteria that Saga cannot see or explain. Saga themselves were simply told that the application was declined, with no reason provided.

Nothing sounds unusual there.   

As no explanation has been provided, the only apparent change is that they are now both 86 years of age. If there is another reason for this decision, it has not been communicated to us. I have escalated the complaint further as this does not feel right.

If they cant do it then complaining on and on won't change that.

I can obtain insurance for them through Age UK and other insurers, but that isn’t really the point 

It is the point though.  If your parents did a "compare the market" quote there would be a bunch of insurers at the bottom not offering terms.  Do you intend to complain to them as well that they won't do so?

 I’m trying to understand why Saga, their long-standing insurer, is unable to insure them and whether there is any route to challenge or review this decision.

a) 5 years is not long standing
b) Saga is not an insurer it is a broker.   

The insurer will often not give a specific reason for refusal.  You are expending too much energy on this.

MyRealNameToo

SofaQueen66 said:

I spent time on the phone with the DVLA yesterday, and they confirmed that they do not keep information on gearbox transmission types. I think the only option may be to use a different insurer, but my parents were keen to stay with SAGA. I have submitted a complaint, as it seems unfair that my parents would be refused coverage when nothing about their situation has changed.

Something has changed, they have a new car. 

Ultimately its a commercial decision on if a firm wants to insure certain vehicles, people, postcodes etc