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RAC cancel insurance as can’t find address

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Hi, really peeved off now. I insured a car in December 2017 with RAC insurance, paid £1200 upfront for the year as one of the drivers just got a drivers licence.

 

Phoned them up today to say we had just bought a new build and wanted to change address.

Person on phone couldn’t find address, entered it manually and two seconds later said I’m cancelling your insurance as our underwriters can’t find your address. We will refund £330, minus £55 cancellation fee.

 

I protested as the address has been on the Royal Mail website for 5 weeks already, as I informed Royal Mail myself and it was showing within 48 hours. I asked how can I be penalised due to their underwriters not keeping an up to date address paf file from Royal Mail.

 

He just said sorry, you can expect the money refunded within 10 days minus the cancellation fee.

 

I then had to run around looking for car insurance while I was trying to pack up a house!

 

How can they legally cancel and keep £55 for something that they have technically not done?

 

I’m planning on filing a formal complaint to them.

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Outrageous!

I hope you manage to take them to the cleaners for this disgusting behaviour.

Hopefully you have recorded the call.

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Should have asked for it to be escalated. THe monkey on the phone prob couldnt be bothered doing more checks and just did whatever was on his screen.


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perhaps the monkey was restricted in what they could do.

 

With many Insurers this is a problem, as they don't get an up to date list of information from Royal Mail every week and even when they do, the data Royal Mail sell them is missing some of the new build properties,

 

What I have seen done in other companies is that they have an overide facility for postcode/addresses, so they can select a nearby postcode to the new build, so that they can quote, to provide cover at the new address. So say if the new build had a postcode of MK43 7XD, they might select MK43 7AA, which could be a recognised postcode in the general area.


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Exactly.

Nothing was attempted, blame was laid at underwriters and I was unfairly penalised.

 

The plus side is I found an insurer who’s address file was up to date and charged me a third of what RAC charged me in December with more options added on.

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Do you have to declare that you had your insurance cancelled?

That would penalise you badly.

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sort this out as you have to state cancelled in insurance on quotes,

 

send a complaint:-AC

 

Mr David Hobday Chief Executive

 

Email ops@rac.co.uk send complaint E-Mail

 

Telephone 01922 437000

Switchboard 01922 437000

Website http://www.rac.co.uk

Social Media T

 

Postal Address Rac House, Brockhurst Crescent, Walsall, WS5 4AWM

Company Number 01424399C


:mad2::-x:jaw::sad:

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I've seen a similar(ish) case recently where the Ombudsman decided the Insurer acted badly and is looking to award between £150 and £250.

 

Try making an "Official Complaint" (Keep it polite, outline the issue and your ideal resolution).

 

If you're not happy with RAC's answer / offer you can then take it to the Ombudsman

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Just an update on this. I put in an official complaint about this and they came back with the usual what we did was right, blah blah blah, but gesture of goodwill we will send you a cheque for the £55 we charged you to cancel the account.

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What about the cancelled insurance marker on the insurance database?

That should be your main concern.

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ombudsman time. You wnat their incorrect marker removing from the MIB database.

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Ombudsman = waste of time.

However I can't see any other option, so good luck.

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Hi, sorry I have been out of the country for two weeks.

 

The RAC confirmed the following to me:

 

"I would like to confirm you do not need to declare you have had insurance cancelled or refused and no adverse markers have been recorded against you.

 

We were unable to continue cover for your vehicle at your new address; however this was not a refusal of insurance.

This email can be kept for your records, and forwarded to any insurer who may require confirmation of this."

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Result!

Well done.

Keep that email very safe, just in case.

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Yup. 3 x copies kept safe!

 

Site Admin, could you update thread title to **RESOLVED** or something similar please?

 

RAC refunded me the balance of the year's insurance as well as returned the £55 they originally deducted as a "cancellation fee".

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