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  1. How i have been fluxed! Everything is fine until you say You would like to leave, On 25/05 we have got a new ERS policy over the phone through Adrian Flux and paid 64.40. They charge non-refundable fee of £100 and my policy cost was £329.36 making this total 429. + 16% making total premium credit finance of £490. On 26/08 I have asked them to cancel the policy due to car being sold after exactly 3 months. To this point we have already paid 64.40 + 47.24 + 47.24 + 47.24 making total of: 206.12 (last DD payment has been taken after policy was cancelled) We have received a message on 04/09 saying that we still owe £96.43. I immediately called them and asked for explanation how this is possible as we paid already much more, on 14/09 AF answered: we deducted our commission and a £25 administration fee, leaving a refund of £154.05 This was set against an outstanding balance of 250.48 with premium credit leaving £96.43 to pay. I asked them for statement of my account as I do not understand and was not aware of any commission to be paid apart from the initial £100, and I was expecting only contractual cancellation fee of £25 as we paid proportionally much more than we have used. When I spoke with insurance company they confirmed that they issued a pro-rata refund, which is based on the number of days that your policy was in force. On 18/09 I have explained that this is not in line with what information I have been given when signing a contract and those fees were not explained to me when I was offered insurance, and I would like to make a formal complaint about this and that I’m willing to pay contractual cancellation fee of £25 on top on what I have already paid. On 19/09 after their working hours I have received an email that they are adding additional £35 to the balance for debt recovery agency and now the total balance payable is £131.4, Rang them immediately to get explanation just to be told that they are closed now. Nowhere in Your Documents You are able to actually find out what is the full cost of policy, and what are the real costs. They did not explain to me how much refund was given by the insurance company and dealt in worst possible outcome with premium Credit by cancelling the credit agreement ( early repayment and refund would be my preffered way to avoid cancellation fees ! ) Cancellation cost of £25 is a fiction and new fees like “commission” shows up. I would like to make a formal complaint on the grounds above, can anyone confirm the best way? There are plenty better brokers there... Yes, they are not even insurers, just brokers trying to drain You as much as possible, when they find out that You want to cancel policy You took through them. Be warned.
  2. I have been insuring my kit car with Adrian flux since 1980, in 2004 I insured my Pajero, I recently changed the Pajero for a newer 4x4, as I had 6months to run with my insurance I stayed with Adrian Flux, big mistake! they told me that my current insurance company wasn't the best for the new vehicle and recommended cancelling my remaining 6mths and getting a 12 mth policy with Aviva, they are the experts? so I complied. they allowed me £140.00 pounds for the remaining 6mths and charged me a further £326.43 a total of nearly £470.00. I then went on line and checked out various comparison sites. Should have done this first I know. the first site I checked was Adrian flux £275.00, the next was Aviva £324.00 various others including Hastings Direct which had better cover, lower excesses and was only £279. I got back in touch with a view to discussing the problem and after being passed around 3 different call handlers I was told a manager would ring me back, as I was going to work I said it would have to be before 10:30am and was told no problem I would get a call back before then, surprise I didn't. I then contacted them when I returned with a view to cancelling my policy and was told I wouldn't get the £140 from my previous policy as I had agreed to cancel it and the money I would get back would be the £326.43 minus handling and cancellation charges. I explained that although I was very unhappy with the situation it appeared that I was stuck with them for 12months at which time I would not be using them again ever, nor would I use Aviva as they had the bad judgement to use Adrian flux as a broker. Sorry Aviva. When my kit car insurance is up for renewal I will also be using a different broker. I have been driving for 43 years without a claim and stayed loyal to Flux for the last few years , PS I still never got to talk to a manager. they also took payment from my credit card without me reciting the number, how is that, I thought they weren't allowed to record such details. Rant over, but be warned you can't trust them.
  3. Hello, I am hoping someone could give me an idea as to where I stand, although I think it's probably nowhere... I renewed my car insurance with Adrian Flux in August, £830 for the policy and £200 to pay monthly by direct debit (premium credit). I would now like to cancel my policy as I've been quoted £270 (with the same underwriter!!), a saving of £560, eye watering amounts of money. I rang to see how I go about cancelling. I was told that I would owe the rest of the 12 months remaining balance minus the three I have already paid. However, my insurer would effectively pay a proportion of this... Ultimately, I owe £152. I have paid three £100 instalments, so £452 for two months insurance. Surely this is too much? How do I go about challenging this or am I stuck paying the final £152? Thank you.
  4. Hi All i have an issue going on with Adrian Flux Insurance at the moment, i thought i would put up their terms of Business to see if they are unfair and come under the UTCCR 1999. any thoughts Welcome..... cheers TERMS OF BUSINESS Adrian Flux Insurance Services, East Winch Hall, East Winch, King’s Lynn, Norfolk, PE32 1HN Telephone 0844 888 5544 Fax 0844 888 0101 The Financial Conduct Authority (FCA) The FCA is the independent watchdog that regulates financial services. Please use this document to decide if our services are right for you. Our Service We act as an Independent Broker on your behalf. You will not receive advice or a recommendation from us and you will need to make your own choice with regard to the products that we offer you. Our service includes administrating the policy for you and helping you with any ongoing changes you have to make. Who regulates us? Adrian Flux Insurance Services is authorised and regulated by the Financial Conduct Authority. Our FCA Register number is 307071. You can check this on the FCA’s register by visiting their website http://www.fca.gov.uk/register or by contacting them on 0800 111 6768. Adrian Flux is also licensed by the Jersey and Guernsey Financial Services Commissions. Our permitted business is: Arranging (bringing about) deals in non-investment insurance contracts This covers a range of activities including introducing a customer to an insurer, helping a customer to complete a proposal form and sending this to an insurer. Making arrangements with a view to transactions in non-investment insurance contracts This includes helping a potential policyholder to complete a proposal form or introducing a customer to another intermediary, either for advice or to help arrange an insurance policy. Dealing as agent in non-investment insurance contracts This includes entering into a contract of insurance with a customer on behalf of an insurer (for example, issuing a cover note). Assisting in the administration and performance of a non-investment insurance contract This includes notifying an insurance claim to the insurer and negotiating settlement on behalf of the customer. Products which we offer We sell a wide range of both personal and commercial insurance products and provide information on the basis of a fair analysis of the market from a wide range of insurers. Please note that any additional policies we sell in conjunction with your main policy are linked and will be cancelled in line with the main one. We only offer products from a limited number of insurers for caravan insurance. We will provide a list of these insurers on request. For Legal Expenses Insurance, Replacement Car Cover & Gadget Cover Insurance we deal exclusively with Ageas Insurance Limited. For Roadside Assistance Cover, we deal exclusively with Equity Red Star. For Personal Accident, Helmet & Leathers Insurance, Mobility Scooter Insurance & Windscreen Insurance we deal exclusively with Trinity Lane. For Key Care Insurance, we deal exclusively with Groupama Insurance Company Ltd. For Misfuel Insurance, we deal exclusively with Sterling Insurance. For Driverguard Insurance we deal exclusively with Isle of Man Assurance. For Travel Insurance we deal exclusively with Axa-Sun World Travel. For Independent Living Insurance we deal exclusively with Groupama. For Family Personal Accident Insurance we deal exclusively with Novae. For Household legal cover we deal exclusively with UK Underwriting Ltd. For Household Home Emergency we deal exclusively with Europ Assistance For Excess Protection we deal with Trinity Lane and AmTrust For Trailer Insurance we deal exclusively with Trinity Lane Trinity Lane Insurance Company Ltd is owned by one of the Partners of Adrian Flux Insurance Services. Our Charges: In addition to premiums charged by Insurers, we normally make the following non refundable charges to cover the administration of your insurances: £25 For making mid term amendments, processing cheques which are returned by our bank as un-cleared, cancellation of policies and setting up of Finance Agreements. £35 For arranging collection of bad debts with our debt collection agency. For making amendments to your policy, if we identify discrepancies and/or non-disclosures which do not correspond to the information you have provided when you purchased your policy. Up to £45 For setting up new policies and renewing existing policies. £15 For arranging an agreed value or sending call recordings. If the policy is underwritten by Trinity Lane Insurance Co. Ltd. then a percentage fee based on the insurers premium will be applied to the policy in addition to those listed above. Please note that your insurer may make a charge of £20.00 for any amendment made to your policy in addition to any increase in premium and our mid term adjustment fee. Return premiums (usually arising if an insurance risk is reduced or the policy is cancelled), will be refunded to you net of commission (or percentage based fee if insured through Trinity Lane Insurance Co. Ltd). which could be up to 30%. Where applicable, all refunds will be processed to the same credit / debit card that was used to make a payment on the policy. If you take a new policy out with ourselves and make a payment towards this new policy but have a previous policy with ourselves that has an outstanding balance we reserve the right to transfer any money paid on the new policy to cover the debt outstanding on your previous policy. How monies paid to us are handled We are the Agent of Insurers for the purpose of collection of premiums and refunds of premiums. This means that premiums are treated as being received by the Insurer when received in our bank account, and that any premium refund is treated as received by you when it is actually paid over to you. We normally accept payment by guaranteed cheque or any of the major debit/credit cards. We will retain your debit/credit card details for the purposes of automatic renewals and to pay or refund other premiums that may become due upon changes to the policy. Cancellations If you wish to cancel your policy, you must first call our customer service team. DO NOT CANCEL YOUR DIRECT DEBIT PAYMENTS. You may be due a refund for part of your premium as long as no claims have occurred during your time on cover. You must return your certificate of insurance or a lost certificate declaration together with a letter confirming your cancellation request before we can cancel your policy. Upon cancellation of the contract, it should be noted that Insurance companies apply short term cancellation charges which are not proportionate to the annual premium and as these form part of the contract offered, we would ask clients to realise that such charges upon cancellation are applied by the underwriters and not ourselves Please note the premiums paid for supplementary covers are not refundable following cancellation. Premiums and Financial Aspects In order to be able to offer you credit facilities, we are registered under the Consumer Credit Act and our Licence Number is 535428. You may be able to spread your payments through insurers’ instalment schemes or a credit scheme that we have arranged with a third party finance provider. We will give you full information about your payment options when we discuss your insurance in detail. Please note that this is a Finance Agreement between yourself as the policyholder and Premium Credit, and is separate to the Insurance Policy. As this is in effect a loan for the initial premium, this agreement MUST NOT be cancelled until this has been fully repaid to the Finance Company, even if your Insurance Policy has been cancelled. If any direct debit or other payment due in respect of the credit agreement you enter into with Premium Credit Limited (PCL) to pay insurance premiums is not met when presented for payment, or if you end the credit agreement with PCL, or if you do not enter into a credit agreement with PCL we will be informed of such events by PCL. If you do not make other arrangements with us to pay the insurance premiums you acknowledge and agree that we may, at any time after being so informed, instruct on your behalf the relevant insurer to cancel the insurance (or, if this occurs shortly after the start or renewal of the insurance, to notify the insurer that the policy has not been taken up) and to collect any refund of premiums which may be made by the insurer and if any money is owed to PCL under your credit agreement pay it to PCL or if PCL have debited us with the amount outstanding use it to offset our costs. The balance will be debited from the debit/credit card last used by yourself. You will be responsible for paying any time on risk charge and putting in place any alternative insurance and/or payment arrangements you need. If during the course of the policy any additional premiums or refunds of premium are due, then these will be automatically applied to the remaining balance on the Premium Credit account. For the purposes of introducing customers to premium finance facilities we deal exclusively with Premium Credit Limited. Disclosure It is important you ensure that all information, statements or answers made by you to us on the telephone, proposal forms, claim forms and other documents are full and accurate and must be correct. If a form is completed on your behalf, you should check that the answers shown to any questions are true and accurate before signing the document. You are reminded that it is an offence under the Road Traffic Act to make any false statements or withhold any relevant information to obtain an Insurance Certificate. You are advised to keep copies of any correspondence you send to us or direct to your insurer. Please do consult us if you are in doubt on any aspect. Awareness of Policy Terms When a policy is issued, you are strongly advised to read it carefully as it is that document, the schedule, any certificate of insurance and the policy wording, which is the basis of the insurance contract you have purchased. If you are in any doubt over any of the policy terms or conditions, please seek our advice promptly. Claims If you are involved in an accident or have occasion to claim on your policy for any other reason, you must notify us immediately and we will promptly advise you and, if appropriate, issue you with a claim form and pass details to your Insurer. You should not admit liability or agree to any course of action, other than emergency measures to minimise your loss, until you have agreement from your insurer. You must continue to make your monthly payments for your insurance, if applicable. We reserve the right to withhold payment in respect of claims, if payment of any premiums to ourselves is in default. Automatic Renewals For your protection, we reserve the right to automatically renew your policy up to 5 days prior to the renewal date and take payment by the same payment method as this year. If we exercise this right we will write to you prior to renewal date, advising you how much the premium will be and giving you time to contact us and advise us if you wish to opt out of the automatic renewal process. We also reserve the right to automatically renew any additional policies that you take out with this policy, such as breakdown assistance cover. Complaints It is our intention to provide you with a high level of customer service at all times. However, if, at any time you are dissatisfied with the service we provide, we have a formal complaints procedure, a copy of which is available upon request. Alternatively, in the first instance please call one of our Clerks or write to us. We expect that they will be able to resolve the issue for you, but if you remain dissatisfied we will advise you of how to take the matter further. If we cannot settle your complaint, you may be able to refer it to the Financial Ombudsman Service. We will advise you if you are able to refer any complaint to the Financial Ombudsman. Financial Services Compensation Scheme (FSCS) We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 90% of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Holders of policies issued by IOMA will not be protected by the United Kingdom Financial Services Compensation Scheme if IOMA should become unable to meet its liabilities. Further information about compensation scheme arrangements is available from the FSCS. Confidentiality All personal information about our customers is treated as Private and Confidential. We will only disclose the information we have about private individuals in the normal course of arranging and administering their insurance including debt recovery and also between ourselves and our sister company, Herts Insurance Consultants, in order to combat fraud and aid debt recovery. We will not disclose any information to any other parties without their written consent unless required by law or public interest. We may use the information we hold about our customers to provide them with information about other products and services which we feel may be appropriate to them. Under the Data Protection Act 1988, private customers have a right to see the personal information about them that we hold in our records. If you wish to exercise this right, or have any other related queries, you should write to Mr P Twite at the address enclosed. Claims and Underwriting Exchange Register and Motor Insurance Anti-Fraud Register Insurers pass information to the Claims and Underwriting Exchange Register operated by Database Services Ltd and the Motor Insurance Anti-Fraud Register compiled by the Association of British Insurers. The aim is to check information provided and to prevent fraudulent claims. Motor insurance details are also added to the Motor insurance database operated by the Motor Insurers’, Information Centre (MIIC), which has been formed to help identify uninsured drivers and may be searched by the Police to help confirm who is insured to drive. In the event of an accident, this database may be used by Insurers, MIIC and the Motor Insurance Bureau to identify relevant policy information. Other insurance related databases may also be added in the future. Identity and Credit Searches We, and the Companies we place business with, may make searches about you at credit reference agencies who will supply us with information, including the Electoral Register and credit information. The agencies will record details of the search whether or not your application proceeds. The searches will not be seen or used by lenders to assess your ability to obtain credit. We may use scoring methods to assess this application and to verify your identity. Credit searches and other information which is provided to us and/ or the credit reference agencies, about you and those with whom you are linked financially, may be used by Adrian Flux Insurance and other companies if you, or other members of your household, apply for other facilities including insurance applications and claims. This information may also be used for debt tracing and the prevention of money laundering as well as the management of your account. Alternatively, we may ask you to provide physical forms of identification. Note - Your acceptance of these Terms of Business does not affect your normal legal rights. English Law This insurance is written in English and all communications about it will be in English. Unless we have agreed otherwise with you, this contract is governed by English law.
  5. I would hugely welcome any advice on the following as an urgent issue. While I appreciate it is a little bit of a read, I am truly helpless in the matter at current and would be very grateful for your insights. I am insured through Marketstudy as a company, however Adrian Flux is the insurance broker. I have recently paid for insurance on a motorbike and additionally a car; these insurance costs have been paid in full annual amounts on separate policies. The car has been insured for three months of an annual policy, the motorbike policy starts in three weeks time but the amount has been paid in full. Yesterday (02-Apr) I was contacted by an individual from Adrian Flux. I have at no point indicated to any insurance company (I have been with Adrian Flux for three years) that I perform recreationally within a local band, and I can honestly confirm to you all I do so on a strictly none-profit basis. Their representative explained to me they have identified I perform in a band whose records are sold digitally via iTunes; this, in their eyes, is classed as an undisclosed secondary occupation, and as result they must class both this and “ticket sales” as supplementary income. Furthermore, they have advised me there will be an additional £92.13 charge for the insurance of my motorbike,and they have now refused to insure my car on this principal alone. They have issued me with a “Road Traffic Act Cancellation Letter” which stipulates “This cancellation letter has been issued as we are not in receipt of;”, however it is simply blank from that point. It has been made clear, however, if I do not cancel my car policy within 7 days I will be uninsured, blacklisted as having been refused insurance and not financially remunerated in any form. The effects of this for me are as follows; I must either pay an additional £92.13 to continue insurance on the motorbike, or pay a £30 cancellation fee (purely because I am within a 14 day grace period of taking the policy out). With regards to the car, I have no choice but to cancel the policy and will lose half of the value of the policy total (£265) and have to pay an additional £100 cancellation fee. This is apparently because half of any cancellation goes directly to the underwriter outside of the grace period. I have been quoted by two different company representatives I will be refunded £154.50/£237.33 as a result of mandatory policy closure on a £530 policy, whichhas been active for 3 months. Firstly, I am outraged to say I have effectively been “checked up on” by my insurance company as I have no convictions, points or anything else to hide for that matter. My band is purely recreational and any money passing through the band is both pitiful in amount and directed to my guitarists Paypal account; however we have not even received any income at all as of yet, regardless of how negligible it would be. I can prove I have no secondary income as no money has entered my bank account outside of my salary figure as a heating engineer; my only income source. It is additionally worth noting I have only been part of this band for 11 weeks, a five track EP has been live 2 weeks and no monies generated. I now have six days to act on the matter, and would greatly appreciate any advice that could be offered, as I am a naive individual when dealing with UK laws and entirely confused as to what action I can take. Is it worth contacting the financial ombudsman service? All I know, is I am both appalled as a loyal, honest and law-abiding customer, and suffering from what appears to be akin to a case of victimisation and exploitation. Thank-you all kindly for your advice in advance, Mike
  6. Hi each & all I have not posted for a while, so hopefully I can be informed whether I am right or Adrian Flux is right, I recently took out some Car insurance online via one of those compare websites For a new car that I had to pick up ( 300 miles away ) all the details I gave them were correct and I got a very reasonable quote, I do two jobs and got a quote for both, as you do trying to find the cheapest Policy, I paid the insurance in full there and then via Credit Card and I got a policy number through my E-Mail ( NO DOCUMENTS THROUGH THE POST ) I picked the car up, drove it back the next day I get a call from them asking for me to ring them as they have a few queries, I rung them and found there question's to be just way to personal, I think the even wanted my DNA structure, I was not happy with this at all as I have never ever been asked such personal unrelated questions just to insure my car, I then get a letter stating that they won't insure me down to "Unacceptable Occupation" I am a Plumber/Security Guard, and they canceled the policy on this basis I telephoned them as they had not refunded my money and was informed a letter had gone out that I had to sign and return relating to the policy that never existed as it never got past there underwriters, then the cherry on the cake, they claim there is a set up/ cancellation fee of £30.00, now I don't get this, how can they charge me a set up fee when it never got past the underwriter, and a cancellation fee when they canceled the policy not me? am I right or wrong here? my Credit Card company claims they have looked in to it and there is a fee for cancellation's but surely this applies to if I cancel not them? am I right or wrong in thinking they are trying to have my pants down :/
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