Nationwide Home Insurance - ridiculous security

Badger_Lady

I'm just so angry about this - I ended up being quite rude to the call-handler (which I didn't mean to be on a Monday morning).

I took out contents insurance 3 weeks ago - over the weekend I bought a new laptop so wanted to call and check that it would be covered / take out extra cover.

In summary:

Callhandler: What's your policy number?
Badger: I'm sorry, I don't have it.
Callhandler: Do you have any other accounts with Nationwide?
Badger: No.
Callhandler: I'm afraid I can't access your account without the policy number.
Badger: Can you not look me up using address, name..?
Callhandler: No, it's part of Nationwide security that we must be given the policy number. I can't access your account unless you tell me what it is.
Badger: But I've recently moved house - everything is in boxes and I don't know where I'd start looking for any paperwork. I might even have thrown it away! Surely there's some way to look it up! Every other company in the country can!
Callhandler: Sorry, no.
Badger: Then can you cancel it please? :mad:
Callhandler: I can't cancel it because I can't access the account.
Badger: [hangs up in anger]

Am I right in thinking this is vaguely ridiculous? Is my only option to cancel my direct debit and wait until they post me a cancellation notice, then take out a new policy just in order to get my policy number?

In the meantime, I'm pretty sure my laptop isn't covered and it's not through lack of trying :mad: .

RadoJo

To be fair, the pressure is really on financial institutions to ensure that their processes offer protection against fraud and identity theft. They may be able to find your name and address on the system, but how would they actually know it was you calling? I sometimes find it annoying that I have to jump through hoops to access my own accounts, but then I think about how much MORE annoyed I would be if they had taken some stranger's word for it that they were me and made changes to my account without my knowledge.

I can see how this is frustrating, especially on top of the stress of moving, but in this day and age, unfortunately, the onus is on the customer to know their details, particularly as Nationwide would have to pay up if a mistake was made and it was due to their system. I think it's a case of better safe than sorry...!

slipp_digby

Badger_Lady wrote: »

Am I right in thinking this is vaguely ridiculous?

Sorry to sound harsh, I am moving and its stressful but I think you are being a little melodramatic.

The above steps are to prevent unauthorised access and Nationwide are preventing abuse of your personal details by potential fraudsters.

What made you think you could access it in this manner? can you call your telephone banking without your account number and expect to get the balance?

If you bought it online there is a confirmation number on the CIS email which you can use. Alternatively you will need to bite the bullet and go and look for the policy documents.

redrabbit29

I can't really see the problem to be honest. Nationwide are completely correct in the above circumstances. They are trying to enforce a security policy. Guaranteed if they go round saying - no problem I'll just look you up - what's your postcode/address, then there would be outcry about a lack of security.

Find the relevant documents and numbers, and phone back.

andyrules

Hmm, not so sure, can't help thinking there are other ways to verify security. What would happen in the event of flood/fire when docs are destroyed?

peter_the_piper

In that case a trip to the local branch would likely sort it out. Taking proof of who you are of course.

Iamthesmartestmanalive

Entirely justified procedure

Its !!!! easy to get a name, postcode and dob

Financial instituations are becoming far stricter and your attitude in hanging up serves you right for any added hassle that comes out

looby75

peter_the_piper wrote: »

In that case a trip to the local branch would likely sort it out. Taking proof of who you are of course.

not very easy if all your proof of ID was burnt in the same house fire!

redrabbit29

looby75 wrote: »

not very easy if all your proof of ID was burnt in the same house fire!

That would be entirely different though. For a start you wouldn't phone them, you'd at least meet with the bank manager or something to explain the exceptional circumstances.

looby75

redrabbit29 wrote: »

That would be entirely different though. For a start you wouldn't phone them, you'd at least meet with the bank manager or something to explain the exceptional circumstances.

Actually this has got me thinking. The co I have my insurance from is CIS, they don't have branches it's all done online. How would I prove who I was etc if I lost everything in a fire, there would be no one to meet face to face.

redrabbit29

looby75 wrote: »

Actually this has got me thinking. The co I have my insurance from is CIS, they don't have branches it's all done online. How would I prove who I was etc if I lost everything in a fire, there would be no one to meet face to face.

Hmmmm, interesting point. I suppose they'd have some sort of phone service for that sort of situation. Otherwise you wouldn't really be able to resolve it.

That's my guess