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1st CENTRAL Insurance - £50 cancelling your policy before it starts, or within 14 days of its start date


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Purchased car insurance from 1st CENTRAL on 13/12/2021 via confused . com.

 

upon checking wording of schedule, thought they were adding £50 on top of what I have paid. Lady via webchat couldn’t confirm (playing with words), but said if I were to cancel before policy starts or during 14 days cooling period, they will not refund me £50 their so called setting up fees. She claimed I will be able to downloaded the conversation once ended, which was not the case as well. Emailed them to confirm this, and no respond.

 

Called this morning (14/12/2021, before the insurance start date 15/11/2021), cutting the poor customer services and contradiction between the two of them, in effect the first rep and her manager said the same. They will not refund the £50 setting up fee i.e., will deduct £50 from total payment.

 

Her manager claimed that the first rep cancelled the insurance now although no confirmation yet. I have also got no confirmation of complaint that she supposedly raised. She also gave me a non-existent email address as she is not aware of published emails.

 

 I have followed up with an email to say that they refund me fully including so the so- called £50 setting up fee and take my email as a firm request to cancel in case they did not (can’t trust them tbh - My advise to anyone thinking of using them is to AVOID!).

 

There was no such information WHEN I have ordered via confused . com - I feel this is not only against my statuary right or simply unethically.  Policy Wordings attached.

 

Has anyone had such issues with any company before?

What legal rights do I stand on here?

Paid via credit card, so will see if I can go through them as well.

 

Any advice would be much appreciated.

PolicyWording_v3.3.pdf

Edited by dx100uk
added A few blank lines only..dx
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For others who are thinking of using this company, I am documenting this so at least they can make informed decision:

 

13/12/2021 - Purchased the insurance via confused.com

13/12/2021 - No confirmation of how much I paid via email, etc, after few minutes, saw documents on my account, so wanted to know whether they are charging me £50 on top of what I paid. The lady was vague but said the the so-called setting up fee is non-refundable.  I requested she send the transcript of the conversation, which she said is not possible, but can be downloaded after chat ends, which was not the case! I copied and screenshot the chat in any case.

13/12/2021 - Emailed them to confirm, no response, only to be asked next day where I got the email from (its all over their document) 😊

14/12/2021 – Emailed below to [email protected]  [email protected]  [email protected]   [email protected]  [email protected],  which summarizes my conversation:

Hello,

 

Further to my email yesterday after speaking via chat,I spoke to ‘Phelo’ earlier (14/12/2021), who claimed that pg. 43 states (which has nothing to do with fee, its pg 42) that a £30 fee applies for ‘before it starts, or within 14 days of its start date’, and after speaking to her manager ‘Megan’, who confirmed its actually £50 as per pg. 42 and the policy has been cancelled now, and I will only get refund of £146.27 (less so called £50). Megan also raised a complaint on behalf of me as she does not have their email address. I have not had any confirmation of cancellation email or complaint acknowledgment email yet as advised. Please treat this email as a firm decision for my car insurance with you to be cancelled.

There was no such information when I have ordered via confused.com - I feel this is not only against my statuary right but also against your policy wordings:

 

Cancellation fees

Cancelling your policy before it starts, or within 14 days of its start date £0

 

Please confirm and arrange full refund of £196.27.

 

In the event you are not refunding fully, please advise your reasoning, so that I can escalate the matter.

 

Many Thanks

 

Megain also gave me this email [email protected], which does not work

 

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If you need to raise a complaint, raise it directly to their CEO Ben Tomasetti - [email protected]

 

It will still go into the big pool of customer agents but it's another string to your bow to show later on that even the CEO doesn't respond to their e-mails if that turns out to be the case.

 

No doubt the site team will be along shortly to outline a forthright approach to help you receive your money back.

 

Nevermind it seems it is over before it has begun, in any case thank you for bringing to light 1st Central Insurance's business practices.

Edited by FruitSalad1010
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I have received an email earlier saying contrary to above (who knows whether they will pay or not) - so what have they been playing with me so far - in any case, the hassle so far for nothing? Do they have any legal standing of retaining this amount if cancelled before start date or 14 day cooling period - the policy states as below:

 

Cancellation

If you cancel the Intermediary Contract, your Insurance Contract and all other operative sections of the policy as detailed within your schedule of insurance will also be cancelled automatically at the same time. However, the Intermediary Contract may continue to run after the termination of Insurance Contract until it is expired or cancelled.

 

You have a 14-day period to change your mind which runs from the start of your policy. If you choose to cancel the policy within the 14 days, you will not receive a refund of the set-up fee due under the Intermediary Contract, however there will be no cancellation fee charged.

 

You have been warned :-)

----------

 

Your car insurance policy has been cancelled, we're sorry to see you go. Your cover ended on the 15th December 2021 at 00:01.

We also have to let you know that it is an offence under the Road Traffic Act to drive a car, or to allow others to drive your car, on the road or any other public place or to keep your car (unless a SORN has been provided to DVLA) without valid insurance being in place.

The amount to be refunded is £196.27.

Your refund is on its way and will be with you within the next 10 days. If we can't refund the money to the account or card we hold on record, we'll send a cheque in the account holder's name to you in the post instead (this might take a little longer).

We've included a breakdown of this amount and have laid this out for you below:

The total cost of your policy:

   
Cost for 0 days of cover £0.00
Arrangement fee £0.00
Total £0.00

The amount you've already paid to us:

   
Annual payment £196.27
Total £196.27
Total refund £196.27

 

Thanks for insuring with 1ST CENTRAL. We regularly update our products and prices so please look us up in the future to see if we're able to help you with your car insurance needs.

Kind regards,
1ST CENTRAL

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So they are refunding you full amount after all ?

 

1st Central have always had a poor reputation.  There are a large volume of complaints posted to online forums.

 

If you are still unhappy, you can also complain to Confused.com, as they are also responsible for any service issues.

We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

 Have we helped you ...?         Please Donate button to the Consumer Action Group

 

If you want advice on your thread please PM me a link to your thread

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unclebulgaria67, well, the drama continued :-)

 

A 'nice' lady from their complaint department called, and apparently she was the one who processed my full refund after my email, although stated that I was given the option at the time of order! I suppose, something to learn from this experience i.e. not to click things assuming all companies are the same. Never had these issue before though and have used comparison website many times.

 

She also offered £50 compensation as support rep not communicating properly and not following their process entirely i.e. should have submitted the complain, refund, etc, which I accepted (to be seen if they do payout though) :-)

 

She was nice lady, no qualm about her, shame their support rep was not. Having said this, I mentioned that this is not a good business practice, which she says will review and will speak to support rep as well to improve.

 

Whatever the case, I would not want to deal with such company, after chatting with the first rep, I decided to cancel irrespective of the consequences tbh. Their policy are vague and designed to catch people out. But at the same time, the lady from their complains was very pleasant and professional.

 

 

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They have fully refunded me now along with £50 compensation for their CS not doing what they should have done (i.e. not submitted the cancel request to cancel that they have claimed to have cancelled insurance before I requested them, along with complaint that they claimed to have raised).

 

Never cancelled any insurance before, mainly reason prompted to cancel is  the way they have written their policy, which consequently lead me to contact their CS, which meant cancelling irrespective of what happens.  There seems to be an issue with their CS, - their CS even gave me a non-existent email address, told me that there is a button to download the chat once ended that did not exist, hanged up once, in correct policy fee page, £30 vs £50 non refundable admin charge and so on. If you are having issues now, what happens when you really need them (hopefully never)?

 

Now, comparing with my current provider (quotemehappy - renewed policy again, slightly dearer but better feature), it seems they also charge if the policy have started. But they don't charge, if it has not started. They don't separate admin cost vs insurance cost, in fact, never seen this before

 

Your cancellation rights

You have a statutory right to cancel your policy within 14 days from the day of purchase or renewal of the contract, or the day on which you receive your policy or renewal email information, whichever is the later.


If you want to cancel, and the insurance cover hasn’t started yet, you will be entitled to a full refund of the premium paid.

 

Or, if you wish to cancel and the insurance cover has already started, you will be entitled to a refund of the premium paid, less a proportionate deduction for the time which you have been covered. There will also be an additional charge as shown in your schedule of £25.00 if you cancel within the first 14 days (plus Insurance Premium Tax, where applicable) to cover the
administrative cost of providing the policy. The cancellation fee may be reduced to ensure the total amount you pay in the period does not exceed your annual premium.

 

Here are the current full 1st Central charges for in case someone decide to go ahead with them:

 

Arrangement fees For setting up your policy £50

To renew your policy £50

 

Cancellation fees

Cancelling your policy before it starts, or within 14 days of its start date £0

After 14 days of the policy start date £50

If we have to cancel your policy – see ‘Cancelling this policy’ for more information £75

Fees for making a change

If we have to make a change because you gave us incorrect information £50

If you make a change on the phone or web chat £30

If you make a change online through Your Account £25

Payment fees Missed instalment payments £15

 

General
All the information that you provide must be true and complete.
The Intermediary Contract is a yearly contract, which will automatically renew at the end of each year.
Nothing in this contract will create any rights to anyone else under the Contracts (Rights of Third Parties) Act 1999 and no change to this contract, nor any extra agreement, will create these rights unless stated in this contract. This does not affect any right or remedy of someone else that they may have aside from this act.


Cancellation
If you cancel the Intermediary Contract, your Insurance Contract and all other operative sections of the policy as detailed within your schedule of insurance will also be cancelled automatically at the same time.


However, the Intermediary Contract may continue to run after the termination of Insurance Contract until it is expired or cancelled.


You have a 14-day period to change your mind which runs from the start of your policy. If you choose to cancel the policy within the 14 days, you will not receive a refund of the set-up fee due under the Intermediary Contract, however there will be no cancellation fee charged.


If you fail to keep any conditions or you fail to pay any instalments when due, this contract may be cancelled

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