MORE THAN - unprofessional+ waste of time experience

O

Oakandacorns

Senior member
 Berkshire
I am not the first person to have a bad experience with an insurance co., and this situation is about buying car insurance. I want to draw attention to what's happened to me and my family to warn everybody else.

This situation left us WITHOUT insurance for 13 days, without prior notice of the insurance being cancelled. If it wasn't for the same car having insurance cover from the company we were insured with before, we would have been COMPLETELY vunerable. :evil:

After I took out new car insurance with More Than, I received a letter stating they were not able to confirm the No Claims, and asked that we send in Proof of No Claims by a deadline. I received the letter over a week after the letter date. I had 5 days left in which to send them Proof. I sent this off immediately.

The next communication was a letter I received yesterday, with a letter date of 11 days ago. It stated as they hadn't received the Proof of No Claims, the insurance had been cancelled on 10 May (they received Proof on 16 May - 10 days from when I posted by first class). I received the letter on 23 May! There had been no communication to give me a chance to organise replacement insurance. I phoned More Than (call centre abroad, did not help matters) and long story short, after explaining the timing mismatch, told to go through a new quote to reinstate insurance. After the part about the age of a named driver, I was told, the cover is going to be declined - one young driver on the policy. How could this be?! - they provided insurance a month ago!

Apparently, the online system has a glitch and allows quotes with young drivers. On the phone, you will be declined a quote. I told them there is a serious issue with the way they are selling insurance as I had called after trying to buy online (there had been a problem with the payment screen), and the employee on the phone was more than happy to confirm the details and price. More Than have a completely irresponsible and unreliable way of providing quotes. Even details the employee updated on the phone, were inaccurate on the online system afterwards.

More Than have been less than helpful in communicating to me that the policy had been cancelled. I have been driving friends who are visiting, in the car, as well as the usual commuting and social trips that my family use the car for.

I asked for an address to send a complaint, was told they have floor managers that you can speak to. I spoke to one, he was polite, but was no help, offering no resolution about mail delay, policy inaccuracies, and the way insurance is cancelled without a decent attempt of informing you. (BTW, as far as I know, there isn't a problem with any other mail we send/receive). It's shocking how bad customer service can be. The floor manager told me that they have to abide by Underwriting Rules - not sell insurance for young drivers - I said the fact I bought insurance, and after speaking to them on the phone to double check details contradicts this. Pile of s**t experience. Sorry to be rude but this situation takes the mickey. :thumbsdown:

Rant over. Now to search for new insurance.
 
Parents had similar albeit three months into a policy. They phoned up to get another policy on second car and the tellytubby then reviewed the first cars policy to transfer the driver details. At this point he noted my brother on first car and revoked the policy saying he was too young to be on the car. Received the same nonsense story you appear to have regarding internet policy versus phone policy. Even went as far as saying if there had been a claim we wouldnt have been covered despite all the necessary document with all drivers name (I wouldnt like to find out but I dont think legally they would have a leg to stand on).

After enough arguing they reinstated the policy at no extra cost.

Had similar when I rang to enquire about renewing on the Z after my first year of ownership. It was only when I spoke to the insurer that they "discovered" I had insufficient experience in such a powerful car to be covered and wouldnt renew the following year. Again spouted some nonsense about how I wouldnt have been covered. The policy was only 49 weeks old by then. Bloody daft.
 
It was only when I spoke to the insurer that they "discovered" I had insufficient experience in such a powerful car to be covered
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Isn't a years worth of driving said car sufficient experience?
 
insurance :headbang:

i hate insurance, i only have it cos its the law, all insurance companies are there to rip you off
 
Taz x said:
insurance :headbang:

i hate insurance, i only have it cos its the law, all insurance companies are there to rip you off
Click to expand...

I received my new insurance document yesterday. The excess shown in the document is not the same as what I was told on the internet. An endorsement excess of £200 is now added to the compulsory excess of £250 and voluntary excess of £100. The total accidential damage is therefore £550.

To talk to One Quote Direct (the broker) or Allianz (the insurer), I need to phone 0844 numbers (call charge is not cheap). :evil:

I am going to write a complaint to FSA. :evil:
 
Here's where to complain.......

http://www.financial-ombudsman.org.uk/consumer/complaints.htm

Note that having received your first personal complaint the insurance company has 8 weeks to deal with it if not go to the FOS. Don't try and complain by telephone - it never works (as a general rule). Put it in writing and then post via recorded delivery - that way you can check they have received it. As in all cases if you speak on the phone note the date/time/person you spoke to and make a note of the detail of the conversation. Hope this helps.
 
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