Insurance want extra on my renewal premium AFTER I've renewed?
- Thread starter Sly
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Choose better insurance
That’s the motto
Seek out a decent firm
Takes a bit of legwork though
That’s the motto
Seek out a decent firm
Takes a bit of legwork though
I would be very surprised if Aegis know anything about it all.
It all smells very much like the intermediary cocked it up. A cock-up of £400 is not insignificant, though by how much is impossible to tell without knowing the expiring premium and / or the ‘correct’ base premium.
Many years ago, I helped a friend who had a similar problem, persuading the intermediary to honour their quote. The intermediary was not happy but hey, who cares? Not me, they can be crying for all I cared.
Me? I’d be talking to someone well above the level of call centre chimp….
It all smells very much like the intermediary cocked it up. A cock-up of £400 is not insignificant, though by how much is impossible to tell without knowing the expiring premium and / or the ‘correct’ base premium.
Many years ago, I helped a friend who had a similar problem, persuading the intermediary to honour their quote. The intermediary was not happy but hey, who cares? Not me, they can be crying for all I cared.
Me? I’d be talking to someone well above the level of call centre chimp….
Paid £2031 for last years, £1127 for the "alleged" renewal..
if you are making a formal complaint, you need to do it in writing
there is an email address here https://customers.bikesure.co.uk/contact-us/
once the email is sent, the statutory clock is ticking and they have 8 weeks to resolve the matter before you escalate it to
https://www.financial-ombudsman.org.uk/consumers/how-to-complain
phoning and whining gets you nowhere
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If you start from that position, then you’ll be going downhill before you’ve even picked up the phone.
Assuming there is nothing else in the story, just tell the truth. It’ll help if you write yourself some basic notes over the points discussed - and presumably agreed on - when (I think) you had your phone call and established the renewal offer, which you accepted and the full annual renewal premium you have paid (I think). Write it all down neatly in chronological order, that way you’ll not muddle yourself.
You need to speak to someone senior, it is that simple. The chimp cannot write off £400 but someone else very probably can. The intermediary won’t go bust over it, that’s for sure.
PS Depending on how it goes…
A. If they agree, job done.
B. If they don’t, follow the intermediary’s complaints procedure to the letter. It’ll be on their website or in the blurb you have received.
C. If the complaint is then accepted and actioned, job done.
D. If it isn’t then it’s the FCA / Ombudsman, which is (trust me) there to listen to the ‘little man’.
Bikermate Baiting….
How can a bikermate incept a policy without going through a broker?
Unless he’s insuring a ship with his P&I club membership.
Bike insurance seems all over the place just now. I had a staggering renewal quote recently, the comparison sites offered it down by a few hundred, then a phone around a couple of them achieved another two hundred less than the comparison quote when I spoke to the human.
I've already lodged a formal complaint (in writing via email) stating the facts as they happened and received a courtesy call back confirming they have received it and will be in touch shortly to discuss.
Cheers Wapping. Not sure how many times I need to tell you, there is literally nothing else. I am not decieving, lying or leaving anything out. They offered me a renewal 2-3 weeks back, I shopped about, they lowered their price, I agreed, paid them, got my renewal pack and documents stating insurance from 2026-2027 will proceed. Today a phone call saying the quote was wrong and I must stump up £406 or they will refund.
I've cancelled the renewal, a refund has been sent by cheque and I've paid Bennets for the same term, with the same cover, for about £80 less.
I've spoken to the FCA and a "manager" at Bikesure. They both recommended a complaint be lodged with Bikesure, which I have done so (in writing via email) and received a callback from them confirming they have received the email. In my email, I've listed everything above (including date of payment for the renewal, times of calls to Bikesure etc).
Best case for me, they award me some comp. Even if they agreed to honour the original renewal, too late as I've gone elsewhere.
I / we believe you.
Go get ‘em tiger.
Go get ‘em tiger.
Bikesure tried it on with me too, changed bike mid-term and paid the premium. Phone call a few days later to say they had mis-quoted and asked for another £40. Suggested they remove their admin fee of £35 as they clearly had not managed the change effectively, plus £5 for my hassle, so to write it off. After a couple of conversations with "managers" they agreed, but I felt very reluctantly and with no apology. Fast forward another week to a text suggesting my policy would be cancelled unless I phoned them urgently to discuss, upon doing so the above had not been actioned, nor had they made entry to the motor insurance database (it does take a bit of time for this to happen). This text arrived after their closing time and on calling the next working day it sounded to me as if they had issue with me not phonong urgently enough and taking it seriously, what !
Sorted eventually and I formally complained making the very serious point that if they had cancelled the poilicy during the process this would have to be declared for LIFE for all future motoring quotations and would affect the premium whch will cost a packet over the years, so offered to sue them annually thereafter for compensation and in the first instance for breach of contract related to the bike change.
Complaint not upheld, seems cancellation would have been a consequence of my actions and they did not give credence to the fact that I had acted promptly, they did admit to mis-quoting but their mis-handling of the situation was not acknowledged.
Seems they can really screw up your insurance record with no accountability !
Sorted eventually and I formally complained making the very serious point that if they had cancelled the poilicy during the process this would have to be declared for LIFE for all future motoring quotations and would affect the premium whch will cost a packet over the years, so offered to sue them annually thereafter for compensation and in the first instance for breach of contract related to the bike change.
Complaint not upheld, seems cancellation would have been a consequence of my actions and they did not give credence to the fact that I had acted promptly, they did admit to mis-quoting but their mis-handling of the situation was not acknowledged.
Seems they can really screw up your insurance record with no accountability !
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If they have called to say they have acknowledged your complaint you will probably expect a letter within 14 days saying they have investigated and found they did nothing wrong but as a gesture towards your inconvenience please accept a cheque for £150.00.
If you accept that - matter closed.
If you dont then you can move it on the the FCA via the Ombudsman - takes a while but if you keep the documents printed and they have the dates of cover stated on them - keep your bank statement to say you paid (that surely must have happened if they sent you a cheque back unless you sent them a cheque and they returned it).
You have a case as they accepted your payment and issued documents - if they issued documents and you have a copy of the Certificate (which can only be issued by the insurer via their internal broker portal) then you have a STRONG case.
You are a Consumer so you have much more rights than a Business - you just need to keep calm and follow the FCA procedure - dont bother with your Legal expenses as you need a 51% or above chance of winning and you wont get that at this stage of the procedure as you must have expended all other viable means of satisfactory settlement.
If you accept that - matter closed.
If you dont then you can move it on the the FCA via the Ombudsman - takes a while but if you keep the documents printed and they have the dates of cover stated on them - keep your bank statement to say you paid (that surely must have happened if they sent you a cheque back unless you sent them a cheque and they returned it).
You have a case as they accepted your payment and issued documents - if they issued documents and you have a copy of the Certificate (which can only be issued by the insurer via their internal broker portal) then you have a STRONG case.
You are a Consumer so you have much more rights than a Business - you just need to keep calm and follow the FCA procedure - dont bother with your Legal expenses as you need a 51% or above chance of winning and you wont get that at this stage of the procedure as you must have expended all other viable means of satisfactory settlement.
I did write to stating the documentation, screenshots and transcripts of converstions in my possession, pointing out specifically where they mis-handled the situation and the potential serious consequences of what they had done. Also advised them of what appeared to be a breach of contract. I asked for recogniton of points raised in my complaint and review of systems to prevent this happening to others with a reminder that I would have sought redress had my insurance been cancelled.
Worth noting that Bikesure and I am all other brokers have in the their small print that they reserve the right to cancel a policy or review premiums until such time that they have verified all the information submitted in your proposal, which they repeatedly pointed out at every turn, even though they had that same data over several years of previous insurance. Review of premiums due to unverified data is not the same as mis-quoting unless the person I spoke to got in a muddle with a conflict in terms !
They did send a letter of regret that I felt let down and a statement that systems would be reviewed to ensure they met certain standards but no admission of guilt. Perhaps I should have gone via the Ombudsman at least to enforce system review in the event of finding in my favour, but I did not have the inclination to do so at the time due to other factors in life so it seems I let them get away with it other than the financial gesture of "goodwill".
Valuable lessons learned for future dealings with brokers or insurance providers.
Worth noting that Bikesure and I am all other brokers have in the their small print that they reserve the right to cancel a policy or review premiums until such time that they have verified all the information submitted in your proposal, which they repeatedly pointed out at every turn, even though they had that same data over several years of previous insurance. Review of premiums due to unverified data is not the same as mis-quoting unless the person I spoke to got in a muddle with a conflict in terms !
They did send a letter of regret that I felt let down and a statement that systems would be reviewed to ensure they met certain standards but no admission of guilt. Perhaps I should have gone via the Ombudsman at least to enforce system review in the event of finding in my favour, but I did not have the inclination to do so at the time due to other factors in life so it seems I let them get away with it other than the financial gesture of "goodwill".
Valuable lessons learned for future dealings with brokers or insurance providers.
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