Car Insurance Complaint More Than

dakshesh

Car Insurance Policy by More Than

Dear Sir/Madame

Can i ask you for some advice. I am a More Than Car Insurance customer. My policy Expired on the 11th May 08 at midnight. On the 12th May i rang in to renew my policy under the terms of the renewal letter. Their staff went over the details, confirmed the level of cover, which included, excess at £150, breakdown cover, legal assistance and protected No Claims Bonus for life, all for £401.82. As i was happy with the policy i paid the full amount on my credit card.

Today i received a letter from them confirming cancellation of the policy as per my call. As i didn't cancel but in fact renewed the policy i thought it was a mistake, so called them to be safe. They informed me the policy was cancelled. The member of staff said it must be a system error as she could see that i had paid in full.

She said she would set up a new policy on a like for like basis. I wont go into the full details now, as i spent from 3.30pm until 6pm today trying to resolve this. They stated they could no longer offer me the Protected no claims discount as it was a new policy now. I stated that when i had called in and was told all was ok and read the full cover and i paid on that basis. They said they will honour the price of £401.82, but not the protected no claims bonus, as there system doesn't allow them to be able to add it, and as a new customer, as i have had a few claims recently, they cant offer it.

Are they able to offer a customer a product and price on certain terms and then, change the terms that they originally offered? Who can i complain too?

I would appreciate any advice, as currently i have made a complaint that may take some time for them to resolve, but in the mean time i dont have insurance on my car and as such, cant drive it.

Regards

Dak

Oscar_The_Grouch

Hi there

You are in a very strong position, as you were given assurance that your policy was in force. The error is totally with Morethan.

Phone Morethan, or if you prefer you can write to them at MORE TH>N, Customer Services Centre, P O Box 825, Colmore Gate, Birmingham, B3 2AY.

What you need to do is give them the telephone number you called from and the telephone number you called to. Tell them, as near as you can, the dates and times that you called.

From this information they should be able to retrieve the calls and review the information you were provided with. This should be enough for them to back off and agree that you were not the one in the wrong and provide you with the cover you want.

Ms_Chocaholic

Has the money been taken from your account/credit card?

When I renewed a policy with More Than a few years ago, I had not received any paperwork etc and rang up to check. I was informed that my policy had not been renewed but I could confirm that the payment had been taken from my credit card. They miraculously found the information on their computer and sent me the appropriate documentation.

mattymoo

IIRC More Than auto renew their policies so unable to see why this is a problem in the first place. Perhaps worth looking into.

raskazz

Not really related to his complaint but I would advise the OP to sort things out in advance in future. If the policy was not auto-renewed, then his old cover expired at 23:59 on the 11th, and he only sorted out cover at some time on the 12th, leaving a break in the cover on the car.

KKLL

Wednesday 19th May 2010, My husband was pulled up by the police because his car has no insurance. But we were sure we had the insurance.
Anyway the police took the car and fined him £200, six points were taken off his licence and to retrieve the car back he needs to pay £150 and we had to collect the car back ourselves.
Got home, we checked our papers, and guess what, YES we did buy the insurance. We paid it through the bank and I have the proof. So I phoned MORE THAN the insurance company that we brought our car insurance.
This is what happened;
My husband car renewal date was due on 11th April 2010. He went into the bank and paid it in on 12th April 2010 (one day late.)
At the mean time MORE THAN insurance says that they have posted a letter on the 16th April 2010, saying the policy is closed. (I don’t remember whether I received their letter! But that’s not the point.) If I did get the letter, I knew that I’ve paid it into the bank. So didn’t think much of it as it may be a cross error, as they sent their letter out and at the same time soon they must have received the money at the end of that week. Get what I mean??
The main part;
MORE THAN insurance says that they didn’t receive the payment until the 23rd April 2010. that’s fair enough from 12th-22nd April 2010 the policy is closed. BUT from 23rd April to 19th May 2010 THE DAY WE GOT PULLED UP BY THE POLICE, why haven’t they got in touch with me saying that the policy is still closed and that they have my money.
IF WE HADNT BEEN STOPPED BY THE POLICE HE WOULD BE DRIVING WITH NO INSURANCE FOR A WHOLE YEAR!!!!
I phoned them up asking for an explanation why, when they received the money on the 23rd April 2010 that they haven’t wrote to me? letting me know that the policy is still closed and that they have my money? And their answer was that they had posted a letter on the 16th April 2010 that the policy is closed.
I feel that is not right the way they treated our customs as we have been with them for so many years with two of our cars and travel insurance.
How can I take this any further and what are the chance for him to retrieve some of his points back? As I feel that it wasn't all our fault!

adamc260

If they were able to offer it originally and take card details and the adviser checked all the details.... don't see how they can now reject offering protected no claims bonus (especially if you haven't had any claims)

Tell them 'like for like' is just what it says, exactly what you were originally offered