The Great 'Car Insurance Cancellation & Administration Fee' Hunt

raskazz

Quinn_Turpin wrote: »

Hi Raskazz,

Many thanks for your help with this.

Is this 14 days from receipt of documentation applicable to companies outside the UK? I just wondered, as Quinn are located in Ireland, but as they sell policies within the UK, do they have to abide by UK insurance regulations or are there different regulations for companies based in Ireland.

Exactly, they may be domiciled in Ireland but when operating in the UK they fall under the FSA's regulatory jurisdiction.

If they maintain the nonsensical '14 days from the start of the policy' line, I suggest that you quote this passage from the FSA's Insurance Conduct of Business Sourcebook:

"ICOBS 7.1.5 The cancellation period begins either:

(1) from the day of the conclusion of the contract, except in respect of a pure protection contract where the time limit begins when the customer is informed that the contract has been concluded; or

(2) from the day on which the consumer receives the contractual terms and conditions and any other pre-contractual information required under this sourcebook, if that is later than the date referred to above."

Which is taken from here: http://fsahandbook.info/FSA/html/handbook/ICOBS/7/1

Do let us know how you get on!

belindah_3

I wanted to change my car insurance and the Post Office are charging me £20 admin charge. If i wanted to cancel it is £35. I cant win either way!

Quinn_Turpin

Hi Raskazz,

Regarding the ongoing saga with Quinn direct. After no manager phoned today (surprise surprise), I had to phone them back 3 times and each time quoted that the 14 days was from receiving my certificate, each time they still tried to deny this. Anyway, on the 3rd attempt the operator said a team leader had agreed to back-date the paperwork to when I wrote the letter, to which I again quoted that back-dated or not it didn't matter, as I had until the 21st to return the documents (which arrived on Monday 7th April).

So at that I enquired how the refund would be paid and that only £35 would be deducted and she said that yes £35 would be taken and then quietly that 13 days cover would also be deducted...From what I understand on the website only £35 should be taken if cancelling within 14 days, nothing else should be taken unless the cancellation is after 14 days.

At this I started getting rather mad at them, quoting their website policy rules, threatening them with the FSA and stating that I wanted interest on my refund that they have withheld for over 4 months now. I then said again that a manager must phone me tomorrow and that is their last chance, before I take action.

Am I reading the policy correct in that it should only be a £35 fee. Talk about bandits, this must be one of the worst insurance companies around. I dread to think how they must handle claims.

Thanks Raskazz, exactly like you said, they had no way out of the 14 days from receiving documentation, so they made it look like they were doing me a favour by back-dating, which I let them know made no difference if they back-dated or not.

Now just for this new problem and then I am finished with them.

Many thanks

Quinn_Turpin

Actually on looking again I must have read that on another insurer's policy page, as they do indeed say they will take £35 and a fee for the days insured (in my case 13 days after they 'back-dated' my cancellation).

I will just see what they offer me and probably take it if it's a fair pro rata rate (my insurance was £700 per annum, so maybe around £27). Total £62.00 even this seems unfair for 13 days cover, but has to be better than £170.

Probably a cheap lesson for me and anyone else who considers using Quinn, because I certainly will never use their service again and will do my best to dissuade anyone else from using their service.

To be honest I believe the letter actually arrived on the 17th and they decided to declare it as arriving on the 18th to put me past their imaginary14 day deadline (which actually happened to be the 10th day after receiving the certificate)...Just glad they're not as well informed as the posters here :beer:

greezmonkey

Just cancelled my car insurance with admiral due to selling my car and was told I have to pay £47 administration fee. Queried this and asked them to send me out a letter detailing breakdown of charges. Find this a bit excessive, considering I am still a customer with them as I have other policies with them. Needless to say they will be getting cancelled as soon as they expire.

dunstonh

greezmonkey wrote: »

Just cancelled my car insurance with admiral due to selling my car and was told I have to pay £47 administration fee. Queried this and asked them to send me out a letter detailing breakdown of charges. Find this a bit excessive, considering I am still a customer with them as I have other policies with them. Needless to say they will be getting cancelled as soon as they expire.

1 - they dont need to provide a break down of charges. This is an admin charge and not a penalty charge so the justification doesnt need to be given.

2 - It doesnt matter if you think its excessive. If its their published charge and it hasnt increased since you started this years renewal then you bought the policy knowing the charges.

£47 doesnt sound like an admin charge. It sounds like an admin charge with a pro-rata adjustment for period of cover. However, even if it is an admin charge, the FOS have ruled on cases with admin charges up-to £50 and found in favour of the insurer.

greezmonkey

I was told it was an administration/cancellation fee and it is not a pro-rata adjustment for period of cover. I called FOS and they said it should give a breakdown in my policy booklet. Checked it and it doesn't. Another policy I had expired and called them to say we would not be renewing it and they said if we took out the policy they would consider giving us back the cancellation fee. They couldn't guarantee this to me so told them to shove it.

In addition it took 5 calls to Admiral to finally get them to understand what it was I was asking for.

We have another 14 policies with them that are due for renewal over the next few months...needless to say we will be going elsewhere. I tried telling them this but it didn't sink in with them. They obviously don't think much of their customers

pennyinmypocket

losgiganteskid wrote: »

For all motorists who would prefer NOT to pay an administration fee (or call it what you like fee) if you insure with NFU (Nation Farmers Mutual) they don't make a charge for adjustments. As for how competitive they will be for you - I know not. www.nfumutual.co.uk

:wave: :wave:

NFU Mutual cancellation - pro rata refund with no penalty charge.

runciblespoon

Admin fee for changes to policy: up to £15.75 (doesn't apply to cancellations)
Cancellation fee: cost of one month's insurance (so if 6 months remain you get 5 months money back)

brandyslad

Quinn Direct are in Northern Ireland so fall under UK laws. And yes they can be a bit of a disaster I know as we were charged incorrectly but luckily I was able to go into their office over here and have it out with them, and all charges waived. We recently cancelled both our policies with them, well actually we didn't renew when it was up, I couldn't be bothered with them after the hassle we had with the charges.