Car insurance advice - Protected no claims discount

[Macp]

Sorry this is a little long winded please bear with me.
I have been a customer with this insurance company for car insurance on and off for a while, my wife is also a customer. Recently I sold my car and informed them but because I could not find a replacement car within the given time my insurance was cancelled. I was given a refund for the shortfall as my policy was not due for renewal until next year less a £35 administration charge.

A week or two later I found what I thought was the perfect car (S70R) so the evening before going to view it I decided to run the cars details through a comparison website. The same insurer offered the best quote so I wrote down the quote reference and took it with me the next day. Happy with the car I phoned the insurance company giving them the quote reference. The operator ran through my details and at the end announced a price which was £7 less than the online quote. Fearing something had been missed I asked if my no claims was protected as I had ticked this option on the comparison website and have always done so. The operator replied that she would have to go back and run through the quote again. Admittedly I didn’t want to do this as I was short of time and using the sellers telephone but the operator said if it was ticked on the original quote all should be well.

A few days later the policy arrived and I noticed my no claims was not protected. I called the insurance company immediately and they confirmed this and that there would be an additional charge of £34 to protect them. I explained what had happened as above and they revised the policy to include the protection but they would review the tapes of the call and make a decision as to who would be liable for payment and call me back in a day or two.

24hrs later they called me back having reviewed the tapes & in their opinion I was to be liable for the extra cost. I again protested that I had ticked the option on the comparison website and that the quote was still there and the option was definitely ticked. So they again said they would go away and check this. Today they called me back and said they had checked the quote and the option was not ticked!!

Doing my best not to lose my temper I explained that I absolutely had ticked the option and that if they looked back at my previous insurance history they would see that my no claims was protected and why would I now not protect them. I finished by strongly advising I would absolutely kick up a stink with anyone who would listen about how I felt I was being treated unfairly. The operator asked me if I would like to escalate this to a complaint and of course I said yes please.

To be honest £34 is not a lot of money but I absolutely 100% did tick the option for protected no claims as I proudly have maximum no claims bonus. Being honest again I would pay the £7 difference originally quoted if they ask me.

I thought I was in the right here but the insistence of the insurance company is beginning to make me doubt myself ?

[lovejoy633]

Go thru the online process again, print each page you complete, and if the final quote comes up as you expect it to......send them copies and ask THEM for compensation for Your time !!!!!!!!!!

[Macp]

Originally Posted by lovejoy633

Go thru the online process again, print each page you complete, and if the final quote comes up as you expect it to......send them copies and ask THEM for compensation for Your time !!!!!!!!!!

Actually thats not a bad idea to be honest I was avoiding going into the quote just incase it could be seen that I had logged in then they could accuse me of tampering.

[lovejoy633]

Originally Posted by macp

Actually thats not a bad idea to be honest I was avoiding going into the quote just incase it could be seen that I had logged in then they could accuse me of tampering.

Well there's no way "you" can tamper with anything on their system, so nothing to loose. In fact quite the reverse if you get the quote you originally had, it could be most amusing waiting for their "explaination" !!!!!

Let us know how you get on

[gmain1967]

Alternatively, just advise them that you are not accepting their "decision" and as such, you are at stalemate. Then advise that you wish the insurance ombudsman to be involved. From recent experience, that does the trick.

[Macp]

Just ran the quote through go compare again.

Original quote was £297.13

New quote £300.10

[Macp]

Originally Posted by gmain1967

Alternatively, just advise them that you are not accepting their "decision" and as such, you are at stalemate. Then advise that you wish the insurance ombudsman to be involved. From recent experience, that does the trick.

That works for me.

[deathrider311271]

insurance quotes change daily, if u did it on a comparason site your original quote will still be there somewhere, look for your original quote as it will be valid for a min of 30 days, print this one off showing your protected NCB

[Macp]

Originally Posted by deathrider311271

insurance quotes change daily, if u did it on a comparason site your original quote will still be there somewhere, look for your original quote as it will be valid for a min of 30 days, print this one off showing your protected NCB

Thanks as I said the quote is still there and the option is ticked yet they insist it isnt ??

[deathrider311271]

in that case print it off and send it to them recorded delivery also keep a copy yourself thus proving u r correct not them, as said before use the threat of the insurance ombudsmen as well