Norwich Compaints

[jd0s1]

Hi all..

Last month my direct debit for my car insurance was returned so Norwich Union cancelled my policy and backdated the cancellation.

I called them and spoke to an advisor who agreed to reinstate the policy as I said I would call again on Friday to pay by debit card.
I made the payment on the Friday and was told the account was up to date.

A week later I was informed that my policy had been cancelled again and that agin it has been backdated. I asked why and was told that I didnt make the payment on time. he said that I agreed to make the payment on Wednesday. He also went onto say that they dont reinstate policies, and only set up new ones. However i did receive a letter saying the policiy had been reinstated.

This mean that I had been driving illegaly for the previous month because of the backdating, and also I couldnt drive untill I arranged new insurance. I did this through the AA who arranged insurance with Zurich, £500 a year cheaper.

I made a complaint via the norwich Union website on the 4th January and instantly received confirmation of them receiving it. The confirmation says they will formally acknowledge teh complaint in within 2 days.

I also posted on here at the time and "beccus" from Nowich Union said she would look into it.....

I am still waiting for a response from both Norwich Union and Beccus.

This caused alot of annoyance!!

Any advice as to what my next step can be?
Would forwarding the complaint to the FSA be a good idea.

[gyzmo]

Really to see what has happened with them cancelling the policy. You would have more than likely been covered for third party risks should the worst happen so don't worry about that.

As for the advisor saying they dont do re-instatements, either they are new or, more likely, on commission and tying to hit their targets by setting up new business - when I worked in insurance I called for the banning of targets and commission on sales because so many people abused it. It fell on deaf ears and the problem continues.

[ReasonableRon]

Without wanting to sound pedantic, the FSA wouldn't deal with your complaint - if you decide to complain it should be the FOS, but wait until NU have dealt with it first.

[lilal]

no harm in ringing the fos ,they,ll probably write to nu ,and hey presto you get an acknowledgement ,nu should work to their complaints procedure ,ie:respond in 7 days ,fos would say 5 days and as for the fsa well they just say "within a reasonable time" . which is erm dunno