How do you deal with an insurance company who is trying to cancel your policy because of non payment when you have in fact already paid in full? I have a limited mileage policy. It was paid in full as the company failed to set up a monthly direct debit scheme as agreed. They charged the full amount to my credit card instead of taking a deposit so I then cancelled the credit agreement, told them in writing and still they have it in their heads that I owe them money! They rung me up the week before last to apologise for the mistake and say it had all been corrected and yet today I have a recorded delivery letter saying I have not responded to their previous letters and they are threatening to cancel the policy!
Any good phrases that will have them creaking in their boots?
teabelly
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Not really.
They've got two different records and have failed to reverse out when when posting the other.
The only thing I can think of is sending them a registered letter stating that you are enclosing record of your payment for the insurance and that if they cancel your insurance and you have either an accident or are stopped by the police you will sue them for damages over and above any financial loss from the accident.
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I am tempted to send them a picture of a pig's ear along with the payment information :-)
The fact that an accounts department are totally unable to find a whole premium payment, not notice there isn't a deposit payment for this alleged direct debit scheme as well as deny knowledge of me contacting them at all is quite worrying.
teabelly
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The fact that an accounts department are totally unable to ....
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par for the course.
your best bet is to find the name of the chief exec, write to him/her at the registered address by registered post, mark it private - for his/her personal attention, and head it "official complaint". you will then get proper attention and action.
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If they are so inept at handling a renewal what would they be like with a claim?
I'd dump them and go elsewhere.
If you have really tried and got nowhere, try Jessica Investigates in the Daily Telegraph on Saturday. I'll bet she'd make them jump.
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dump them and go elsewhere
Shouldn't be too hard to get the premium refunded, after all....
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I had a claim with them on a classic policy a couple of years ago and they were great. I have had insurance with them for several years and have never had a problem; until now. Starting a new policy with a second vehicle with them and having a monthly payment scheme operated by another company go awry is what has caused all the trouble. I think the third party credit scheme operator has written to my insurance company to say the scheme has been cancelled so the insurance company have automatically assumed that the account it refers to hasn't been paid and has been using the outstanding balance figure from the credit company not what is on their own accounting system.
I spoke to their accounts manager this morning and she says the account has clearly been paid in full and that because of that there is no way insurance cover would be cancelled and not without a further recorded delivery letter from them.
I await further developments with baited breath :-)
teabelly
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>>I await further developments with baited breath :-)>>
Trying to "catch" them out then....actually it's bated breath...:-)
Had a similar problem with DirectLine - paid in full (Switch card) several days before premium was due over the phone, but insisted that payment was only taken out of bank account either day before or on actual day. Better making interest for me than them.
Got a letter several days later to say direct debate mandate had been set up, plus Credit Agreement form...:-)
Took five minutes of somewhat bemused telephone conversation - followed by another letter stating the DD was set up - until I put it in writing and insisted that if any DD mandate had been created, it was to be cancelled asap and confirmed to me, also in writing. It was duly done.
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