Problem with daughters car insurance please help.....

[meg&mog]

Hi Guys

 

Got a bit of an issue I could do with some help with bear with me I will try and explain as best I can

 

My daughter has been driving a little over a year her first car first insurance policy etc etc her MOT and insurance renewal were both due at the same time

 

After being insured with Tesco for a year their renewal quote was very high

she shopped around and found a better quote with "Hastings Smart Miles"

because of her age (22 just) and her length of time driving she has a insurer who fits a black box so monitor her driving

 

She paid over £200 deposit (can't remember exact amount) and arranged for the engineer to come to her work place to for the black box

 

 

last week the engineer came here to out home address

I explained to him that he should be at her work address as she works full time

he said he would contact the office and rebook

I thought she would receive a telephone call

 

A couple of days later she received a letter saying her insurance would be cancelled on 26.8.15 due to the black box not being fitted

she called and explained that they sent the engineer to the wrong address

initially they weren't having any of it

 

 

I got her to give permission for me to speak to them

I explained that this was thier mistake

they said they would have to listen to the original call to establish whether my daughter was telling the truth

and they would contact us

 

Received no call

daughter rang Saturday morning

they stated that if the call did indeed support my daughters version of events which we knew it would

then they would ask the under writers for a extension

 

 

she said she would get on to this Monday morning and call my daughter back again

no call - my daughter telephone yesterday morning

 

They stated they had not yet listened to the telephone call recording and would do so in the next hour and call her back again

they didn't call her back - she called them spoke to someone who said he would look into it and call her back

 

This person did call back at approx 3pm - he said he had good news that they had listened to the call

and my daughter had indeed gave her full work address for the black box to be fitted at

but for some reason the engineer was sent to her home address so the underwriters had agreed for a 7 day extension

 

In the meantime the car went for MOT and failed on a ball joint which has been done

and a problem with the ECU and airbag light the car has been in the garage for over a week

now the ball joint has been done and the ECU has been sent off for repair

the insurance company know this and are saying they will not fit a black box into a car with no valid MOT certificate

 

I spoke to garage where car is last night

the black box is scheduled to be fitted on Tuesday 1st sept between 9-1 - that's the deadline day of this 7 day extension they have been given

because when giving this extension they counted yesterday as day 1 which I think is unfair

it was 3 pm when they rang and they weren't going to send someone out then

and they count bank holiday Monday as a day even thingy are not open and Sunday they count even tho they don't work

 

I am planning on ringing CAB at 10am when they open

the ECU was received by the place who is fixing it yday

and they are hoping to get it back to the garage by Friday

so the car being ready for Tuesday looks unlikely

but if this box isn't fitted they will cancel her insurance

 

I'm sorry this post is very long and has a lot of info just wondered what you guys thought

 

Thank you

[dx100uk]

I've moved you to the hasting forum

we have a very good rep from them here

that I'm sure can easily sort this issue

going by their past good results

 

 

i'll send them a msg to alert them to the thread

regards DX

[meg&mog]

I've moved you to the hasting forum

we have a very good rep from them here

that I'm sure can easily sort this issue

going by their past good results

 

 

i'll send them a msg to alert them to the thread

regards DX

 

 

Thank You DX

 

I have phoned CAB it was out of their remit so they put me on to consumer advice line I am in a call back list between now and 5pm tomorrow

 

My daughter is about to ring and see if she can get this extension till the end of next week should I wait? Or have her give it a try?

 

Thanks again

[Hastings Direct. Joe - Soc]

Hi meg&mog,

 

Thank you for taking the time to share your story here. I am sorry to hear that this process has not been as straight forward as it should have been. Can you please send me an email with the policy details so that I can speak to the Smartmiles team and help to get this situation resolved? [email protected]

 

Kind regards,

Jamie

[meg&mog]

Hi meg&mog,

 

Thank you for taking the time to share your story here. I am sorry to hear that this process has not been as straight forward as it should have been. Can you please send me an email with the policy details so that I can speak to the Smartmiles team and help to get this situation resolved? [email protected]

 

Kind regards,

Jamie

 

Hi Jamie

Thank you for your reply we will send the email now thank you

[dx100uk]

thanks Jamie

 

 

let us know the outcome moggy...

 

 

dx

[unclebulgaria67]

Engineer visits garage to fit black box. Easy Solution ?

[meg&mog]

thanks Jamie

 

 

let us know the outcome moggy...

 

 

dx

 

Will do DX thanks again

[meg&mog]

Engineer visits garage to fit black box. Easy Solution ?

 

You would have thoughts so but the engineer won't touch the car without a valid MOT certificate

[meg&mog]

Hi all

 

So sorry for the delay in updating I use this site with my phone that's my only source and my phone broke so I have had to wait to get a new one

 

Anyway the box was eventually fitted the people I was passed on to here Jamie and michaek were brilliant and helped loads so thank you all so much

 

We do have another problem though with Tesco Box insurance the old insurance company sorry if I should make a new thread could admin do that for em?

 

Anyway on 1.9.14 less than a month after passing her test my daughter hit a curb it ended up breaking the bar at the front of the car or something it was a night mare at the time it happened at about 1.15am she had been babysitting for her uncle

 

Anyway when she bought the car she got what they called was a free years roadside assistance although it really meant don't ring us more than 6 times :-/ she rang everyone that night me her dad her insurance her roadside cover everyone she was scared and on her own someone did come out and towed the car to the nearest garage took him 15 mins we assumed it was the roadside people didn't think anything more of it got the car fixed and that was that

 

Tesco bank sent my daughter her renewal quote it went from £1000 for the year to £1400 the reason they gave for the hike was that she hadn't earned any "bonus miles" with her black box have no idea what this meant she found Hastings smart miles cheaper and went with them we asked Tesco for a letter saying she has 1 years no claims they said they would email it around 4/5 times she was told this and never received a email so she booked a morning off work to sort it out

 

When she rang they told her that on the night of 1.9.14 it was them that sent the tow truck out he was with her for 15 mins and it cost them as a insurance company £216 they first tried to claim they stored it for 2 days but we soon put them straight about that my daughter asked if they see this as a claim why she has had no written confirmation of this why she paid no access etc etc they apologised said they made a mistake and they would email her no claims letter

 

Didn't receive it rang again they said sorry about that if you haven't had it by 3pm this was last weds then ring back but they left a message on the house phone asking her to ring them

 

She did and they are now saying its a cost we incurred no it isn't a claim but we are withholding your no claims bonus letter until you pay the £216 owing I have had her ask why she has never had a letter or anything to say they paid out on anything they said if she had stayed with them they wouldn't have recouped the cost but since she has moved company's they will withhold her no claims even tho it wasn't a claim

 

So annoyed!! Hastings are going to up her premiums by £400 for the year if she can't produce the letter Tesco won't budge is there anything we can do?

 

Please help thanks guys

[unclebulgaria67]

Think you should ask the local Police to provide an escort car everytime she goes out on the road !

 

The free roadside assistance cover is not normally linked to the no claims discount, so i am not sure why Tesco are doing this. She needs to make an urgent complaint about this and escalate to the FOS if necessary.

[JoeyJoeC]

Watch out for the ECU repair, they don't fail usually, and garages use this one as a method of making some easy cash. If they say they need to replace it, ask for the other one back. Also that shouldn't fail the MOT unless they couldn't start the engine. That said, a replacement ECU on most cars is around £60 at most.

 

If the airbag / SRS light is on, then it's more likely to be a connection to a seat-belt pre-tensioner.

[king12345]

Why would she pay the roadside assistance costs when it was given free with the insurance?

It's like paying AA or RAC for annual membership and then being charged when they rescue you.

Nonsense.

Write to the CEO as suggested.

[meg&mog]

Hi all

 

Sorry if I have confused anyone

 

Uncle Bulgaria certainly felt like that myself for a while but she has only had one accident both problems the airbag light and this issue stemmed from it so not too bad

 

The airbag light issue the ECU and everything has been fixed along with the ball joint and an MOT cost £240 from a garage recommended by my brother so that's all good now

 

It's just Tesco that are the issue now should I google the CEO information? Or ring again and see if they will back down?

 

Thanks again guys

[SabreSheep]

Written complaint with a way of proving delivery is better than a phone call.

 

Keep the paper trail

[king12345]

[email protected]

 

This should be the Tesco insurance/bank CEO email address

[unclebulgaria67]

You would get a quicker response by phoning Tesco insurance customer services and asking to speak to a manager or customer relations.