I have been insured by Endsleigh car insurance for many years. Never had any problems - but reality is that you only really get to know your insurer in times of trouble.
In October 2015, a false allegation was made against me by a third party. The third party claims that I have crushed into their vehicle and darted off without stopping. The third party claims that they have CCTV of me - and there is even a rumour that this CCTV was handed to the third party by the police themselves.
Very curious, because on the day of the alleged incident I was overseas on a business trip. One would think that I can easily prove my innocence, right?
I have a stamped passport showing I left the country before the incident and arrived after the incident; on the day of the incident I used my credit card in a foreign country; on the day of the incident I made and received calls on my mobile phone, clearly showing that my location was overseas; my vehicle was parked in the airport car parks before the incident and was collected after the incident; the car parks have written to confirm that in this type of car park you do not have to submit your car keys - therefore the only pair of keys was with me.
Despite all of the above, my insurer sent an engineer to assess my vehicle. The engineer could not find any damage consistent with the allegation.
Yet, several months on, as I write this on April 2016, I am still being treated by my insurer as though I am guilty of a crime. The case is ongoing, and my insurer has now written to me saying that I have lost my 8 years of no claims discounts - despite the fact that case is ongoing, and despite my overwhelming evidence.
The third party has been challenged to show us the CCTV. They can't, or they won't, and Endsleigh keep "reminding" this third party to give us the CCTV. Not once did they think that in the absence of the CCTV being sent to us they should close the case.
Most incredible of all is that when I made a complaint to Endsleigh, it took them half a day only - just HALF A DAY - to find against my complaint and to send me a leaflet with the Ombudsman details. Brilliant show Endsleigh - expert box ticking on your behalf. If only you were THAT quick with everything else that you do. Months and months have passed since you have found against my complaint, and you are still scratching your chins wondering what you can do next to prove me guilty. You have seen all my evidence - there is no chance in the world that I could have been, or my car could have been, involved in the alleged incident. How can you still have this as an ongoing case, and how in the world did you only need half a day to find against my complaint?
What's even more impressive is that when the allegation was first made against me, Endsleigh did not bother to tell me. They started working on a case against me, recording details that the third party sent to them, but they did not call me or message me to tell me. Two weeks after the allegation I found out when the third party sent me a letter to say they are making a claim through my insurance and there's nothing I can do about it - this is just for "information purposes". At that point I rang Endsleigh, they told me that they tried to contact me leaving "a voicemail and a message". I did not receive a missed call, a voice mail or a message. In any case, does it even matter that they tried to contact me, IF indeed they did? I was under the impression that their contractual obligation is to ACTUALLY contact me, not to try to (and fail) at contacting me. At least if you could prove that you have sent a message to me, or an email, I could put it down to just bad luck for not hearing from you. But this isn't the case at all is it?
Shame on you Endsleigh. You stole my no claims discount over nothing. I am dealing with an insurer who has no sense of urgency and no sense of justice. I will have a new born in 2 months and clearly I have better things to worry about - I guess I should just move on to another insurer, lose my discounts, and accept the fact that people in your line of business are the judge, jury and executioner of us poor motorists.