Help with insurance problems

[edde]

What to do.

Im insured with More Than since 7th September when I took the policy out(quite a bit cheaper than anywhere else). When I got the policy out I asked about mods an was told anything which didnt increase acceleration or top speed was fine (so long as they were informed about it). So I took the policy out.

A week or so later I got a letter saying there were going to contact Liverpool Victoria to prove me NCB. Then a week or so later got another letter saying they had contacted LV and they had confirmed my NCB etc.
Not today got another letter saying they didnt have proof of my NCB from my insurer. If I had a letter saying they had previously then to ignored this one. Just to be sure I rang up and they said they send out confirmation letters automatically without checking and that I have to get the proff for them.

Also I checked that lowering the car was ok and was told it wasnt covered at all as it was a mod and that they ddint cover any mods like that at all.

My questions are

How do I stand with regard mods Im thinking of writing them a letter saying how unhappy I am with them and might ask for the £ I paid to be returned and end my insurance as I only had the policy as they let me lower (not true but still). by the time it worked out Id get cheaper insurance now as I almost have 2 yrs driving experiance.

Alos if they send a letter saying they have proof of NCB surly I can ignorre there request to get me to do some work and prove my NCB.

Thanks

 

[Irfan]

More Than record ALL telephone conversations, so the discussions and any verbal contracts you may have with the company will all be recorded.

About the modifications. More Than dont cover cars which have been modified to increase top speed, acceleration or performance. By lowering your car, youve increased the cars performance so it is not covered. However when you were getting the origional quote, the customer manager you spoke to would have asked you if the car was modified or not. If you said yes, then they would have had to ask their underwriters about the modification in question. If they accepted the mod then you would be covered and your premium and excess would be altered accordingly. If at a later date they told you that you were not covered, then it is their fault.

As for the NCD, More Than check the customers NCD themselves. At the end of the quote the customer manager would have asked you who you were previously insured with, the contact telephone number for the company, and your policy number. If you gave them those, then More Than would have confirmed your NCD themselves. The NCD is checked by a small team and not the actual customer manager who quoted you. As far as I am aware, we never ask the customers to confirm their own NCD.

If you want to complain, youll need to write a few letters. Firstly, tell them what you want and when you want it. So ring/write a letter to a Team Leader from the motor servicing section and tell them you want a copy of the recordings they have of any phone calls you have made to them (dates will be helpful) and tell them you want them within a week (5 working days). By listening to the calls, you can prove who was in the wrong or not. If More Than are to blaim, tell them that you want a refund or you want to be compensated and get the Team Leader to assure you him/herself that the Customer Manager you spoke to will be put back on training, and that you will be getting in touch with the Ombudsman and writing to the FSA. This will scare them and will let them know that you mean business.

Another thing to note, if anyone from More Than tells you that they will ring you back at a certain date etc, and you do not hear from them, then they are within breach of contract and you can tell them you want to be compensated somehow.

Its late and Im tired, oh and Ive just come out of training so I dont know everything fully, but I have a friend who has been motor sales and service trained so if you want any more info, give me your details and Ill ask her to see whats going on (provided shes allowed to). Also which call centre did you speak to? I work in the Liverpool call centre.

Let me know how you get on. At the end of the day, if you told them during the quote that your car had been lowered, and they still covered you, then its their fault and not yours. However if you did not declare your suspension, then it is your fault and youll have to cancel your policy. (if you pay monthly then you can stop paying and the maximum they can charge you for cancelling is £55.00).


[Edited by Irfan on 08 October 2004 at 11:55pm]

 

[edde]

Quote: Originally posted by Irfan on 08 October 2004

About the modifications. More Than dont cover cars which have been modified to increase top speed, acceleration or performance. By lowering your car, youve increased the cars performance so it is not covered. However when you were getting the origional quote, the customer manager you spoke to would have asked you if the car was modified or not. If you said yes, then they would have had to ask their underwriters about the modification in question. If they accepted the mod then you would be covered and your premium and excess would be altered accordingly. If at a later date they told you that you were not covered, then it is their fault.
As far as I am aware, we never ask the customers to confirm their own NCD.

If you want to complain, youll need to write a few letters. Firstly, tell them what you want and when you want it. So ring/write a letter to a Team Leader from the motor servicing section and tell them you want a copy of the recordings they have of any phone calls you have made to them (dates will be helpful) and tell them you want them within a week (5 working days). By listening to the calls, you can prove who was in the wrong or not. If More Than are to blaim, tell them that you want a refund or you want to be compensated and get the Team Leader to assure you him/herself that the Customer Manager you spoke to will be put back on training, and that you will be getting in touch with the Ombudsman and writing to the FSA. This will scare them and will let them know that you mean business.

Also which call centre did you speak to? I work in the Liverpool call centre.

Let me know how you get on. At the end of the day, if you told them during the quote that your car had been lowered, and they still covered you, then its their fault and not yours. However if you did not declare your suspension, then it is your fault and youll have to cancel your policy. (if you pay monthly then you can stop paying and the maximum they can charge you for cancelling is £55.00).

I asked when I took the quote out about lowering and I think about uprated brakes although my car was stock and the woman (I think it was) said it was fine as it woulndt affect acceleration or top speed (which in straight lines lowered wouldnt) but never mentioned performance.

I was asked and told them about my previous insurer but Liverppol Victoria apparently said Id only had a quote never insurance with them so Im having to do the legwork even though I have a letter from More Than saying they have proved my NCB. These letters claiming to prove my NCB are apparently automaticaly generated without checking with the insurer.

I only want some sort of compnsation as Im paying a fortune for insurance and having to do the work and being lied to at the same time.

If I were to cancel so I could lower the car (as they wont cover me) do you think there is a chance they will pay the extra Ill have to for out for another company?

Many thanks for your help though

 

[Irfan]

just on my way to work now, but if Liverpool Victoria are saying you only had a quote from them, find your insurance certificate and send them a photocopy of it and tell them to amend their details. again, they should have a record of the telephone conversation when u purchased the insurance.

lowering would affect performance, and i dont think more than cover it.

sound like the blaim is with your previous insurer. but also, if your paying monthly, then just cancel the policy and change insurers. i dont think more than will give you any compensation to be honest.

 

[edde]

Just to finish the story after a few more phone calls and letters from More Than arguing I have/havnt sent them proof of NCB (it changed by the day) and promising to phone me back and not doing so they have agreed to refund the £561 I paid for insurance for this year ie Ive had ~2month free cover.

Shame it cost me £750 to find an insurer who will allow me to modify the car though.

It pays to be nice in the end though to the operator.