Policy Cancelled Advise - Octagon Insurance

[Rangersw12]

Hi

 

I have been reading the forum and just wondered if anyone can help

 

In October I was involved in accident where a foreign tanker went into the back of me on the M1 , the damage to my car was extensive and the car was written off , the claim hasn't been settled yet but I have managed to get a new car and took out new insurance with Octagon

 

My policy started on the 21/11/2011 and I had to provide proof of no claims within 28 days as standard on the 10/12/11 I received a letter from Octagon advising my policy will be cancelled on the 19/12/11 if they do not receive the documents , I advised them that I have been trying to obtain it from my previous insurance company and it had not yet arrived , I did try and confirm my no claims over the phone but they refused and needed it in writing.

 

after 3 or 4 calls to my previous insurance company I finally got proof of my no claims on the 16/12/11.

 

On the 16/12/11 I rang Octagon to advise I have now received the documentation and that I will be sending it first class post that day , I was told that if it wasn't there by the 19/12/11 I would be given 7 days grace.

 

Today I received a text saying my policy has been cancelled as they had not received the documentation , I immediately rang them to advise I sent the documentation and that I had 7 days grace , I was told that because the person did not write it on the system then it did not stand and that they do not reinstate polices.

 

I paid £200.00 deposit and £81.00 first instalment and have been told I will not be receiving any of that back. The attitude of the staff was disgraceful and they basically said they will not do anything for me and I need to take out a new policy and pay a new deposit ( I cannot afford to do this )

 

I asked to speak to a manger but this request was refused and was told I had to write to a compliance officer who will deal with it in a few weeks I'm lucky.

 

I have done everything in my power to get the documentation to them and I do not believe they have treated me fairly. I'm now uninsured 3 days before Christmas and cant afford to get new insurance with another company

 

Please can anyone give me advise on how I can make a complaint or if anyone has been in this sort of situation before ?

[Rangersw12]

Hi

 

I have been reading the forum and just wondered if anyone can help

 

In October I was involved in accident where a foreign tanker went into the back of me on the M1 , the damage to my car was extensive and the car was written off , the claim hasn't been settled yet but I have managed to get a new car and took out new insurance with Octagon

 

My policy started on the 21/11/2011 and I had to provide proof of no claims within 28 days as standard on the 10/12/11 I received a letter from Octagon advising my policy will be cancelled on the 19/12/11 if they do not receive the documents , I advised them that I have been trying to obtain it from my previous insurance company and it had not yet arrived , I did try and confirm my no claims over the phone but they refused and needed it in writing.

 

after 3 or 4 calls to my previous insurance company I finally got proof of my no claims on the 16/12/11.

 

On the 16/12/11 I rang Octagon to advise I have now received the documentation and that I will be sending it first class post that day , I was told that if it wasn't there by the 19/12/11 I would be given 7 days grace.

 

Today I received a text saying my policy has been cancelled as they had not received the documentation , I immediately rang them to advise I sent the documentation and that I had 7 days grace , I was told that because the person did not write it on the system then it did not stand and that they do not reinstate polices.

 

I paid £200.00 deposit and £81.00 first instalment and have been told I will not be receiving any of that back. The attitude of the staff was disgraceful and they basically said they will not do anything for me and I need to take out a new policy and pay a new deposit ( I cannot afford to do this )

 

I asked to speak to a manger but this request was refused and was told I had to write to a compliance officer who will deal with it in a few weeks I'm lucky.

 

I have done everything in my power to get the documentation to them and I do not believe they have treated me fairly. I'm now uninsured 3 days before Christmas and cant afford to get new insurance with another company

 

Please can anyone give me advise on how I can make a complaint or if anyone has been in this sort of situation before ?

[citizenB]

I will try and find some help for you.

[citizenB]

How did you pay the deposit and first installment? I wonder if you can do a charge back if you paid either by credit or visa debit card ?

[citizenB]

Strange, you had two threads for the same purpose. I have merged them for you

[Rangersw12]

Hi

 

Thanks for the quick reply

 

I used a debit card for both

[citizenB]

I have flagged your thread for site team.. I am sure someone will be able to advise on this.

[Rangersw12]

I have flagged your thread for site team.. I am sure someone will be able to advise on this.

 

Thank you very much

[42man]

What poor treatment, you seem to have done all you can with more than a reasonable amount of effort, the stupid thing is if you took it to the FOS (who would charge the company £500 to investigate your complaint) you would probably win....I know it leaves you in a very difficult situation nut if it was me then I would be writing a strongly worded letter to the company's CEO / MD - Andy Powell looks to be the MD of the group (Europa Insurance Group)....

[Rangersw12]

What poor treatment, you seem to have done all you can with more than a reasonable amount of effort, the stupid thing is if you took it to the FOS (who would charge the company £500 to investigate your complaint) you would probably win....I know it leaves you in a very difficult situation nut if it was me then I would be writing a strongly worded letter to the company's CEO / MD - Andy Powell looks to be the MD of the group (Europa Insurance Group)....

 

Thanks for the advice

 

I'm going to contact the FOS tomorrow morning and see what they say

 

I have looked for the contact details for Andy Powell but could only find the standard address , will send a letter there and hope for the best.

[rebel11]

Agree with 42man completely, you might want to mention in your Formal Letter of Complaint, mark it as such, that it would cost them more if you take the complaint to the FOS, then if they resolve the matter today, they'll save money and have a happy customer.

I've got chris.[email protected] as the e-mail of the Managing Director.

 

Some tips :- http://www.dailymail.co.uk/femail/article-1242161/How--write-letter-complaint.html

[dx100uk]

yes do a chargeback

 

http://whatconsumer.co.uk/visa-debit-chargeback/

 

dx

[Guest Octagon Insurance Customer Support]

Dear Rangersw12, We are very sorry to read about the experience you have received with Octagon Insurance to date. As we are unable to identify you from your post and would very much like to resolve this situation for you, please could you email us on MSE AT octagoninsurance.com - Your name - Your Policy Number - A contact telephone number - A convenient time to call you Thank you Octagon Insurance

[MARTIN3030]

I can confirm that we have been approached by Octagon Insurance who are keen to help sort the issues.

Access for them to be able to do so,is being enabled.Meantime they have asked us to post this;

 

Dear Rangersw12

 

We are very sorry to read about the experience you have received with

Octagon Insurance to date.

 

As we are unable to identify you from your post and would very much like to

resolve this situation for you, please could you email us on

[email protected]:

- Your name

- Your Policy Number

- A contact telephone number

- A convenient time to call you

 

Thank you

 

Octagon Insurance

 

Please be aware,that we expect Company reps who have been given permission to deal on the site in an official capacity,to follow site rules,and post openly.

We also expect threads to be updated and any progress reported.

Edited December 23, 2011 by MARTIN3030

[Rangersw12]

Update for everyone

 

Everything has now been sorted and I have received a refund for the original insurance I took out.

 

Thank you for everyone's advice on this as it really helped

[42man]

You shouldn't really have had to post on here to get your complaint resolved as i'm sure you know......but delighted to hear it is resolved..

[wilkesneil2]

hi, i've had exactly the same outcome from taking out my policy in January with this company.

I have sent my NCB from swiftcover twice but actually cancelled my policy on 23rd feb, wrote my letter to notify me on 29th feb and received letter 2nd march. no other correspondence from them at all regarding anything and they keep going on about a new policy with £150 deposit all over again!!!

 

i ihave wrote a basic e-mail to chris hill, mse & customer servives.

i have put my points forward to see where i can get with them

[chocdigestive]

@wilkesneil2, funnily enough I'm experiencing the same issues as you Did you have any luck with them in the end?.

 

I called them today to no avail - their customer service is very disappointing and they don't seem to empathise with you about such a relatively small matter.

 

Fingers crossed that they will come to some compromise or resolution - though I suspect, given they're already had my initial deposit they don't really care now - they see it as a potential to restart the policy and gain additional revenue.

[dx100uk]

@wilkesneil2, funnily enough I'm experiencing the same issues as you Did you have any luck with them in the end?.

 

I called them today to no avail - their customer service is very disappointing and they don't seem to empathise with you about such a relatively small matter.

 

Fingers crossed that they will come to some compromise or resolution - though I suspect, given they're already had my initial deposit they don't really care now - they see it as a potential to restart the policy and gain additional revenue.

 

this thread is more than 18mts old

you need to start a new thread

 

you post will not be seen here

 

dx

[unclebulgaria67]

If you want to resolve matters phone this number to register a complaint and they should resolve.

 

01454

 

423233