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Financial issues

Do Morethan just comparison websites for insurance quotes!

How do you take out your contents and building insurance? I hope you don’t just renew every year and that you look at comparison sites for switching insurance, energy etc. I do this but do do a little more. I also check the site that comes out the cheapest.

Comparison v direct
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Last year MoreThan came out cheaper on the Moneysupermarket comparison site. But this is when it got odd. I went through Moneysupermarket.com and got a reference number and password which did not work when I clicked to go through to the website. The quote included some cover which I did not wish to have. I looked to see if I could ‘phone to discuss the quote and noted that only an 0844 number was provided.

It is now illegal to only provide such numbers for customer helplines under the The Consumer Rights Directive 2013 but oddly it was provided at a later date but it wasn’t on the website!

Secondly I tried to use Topcashback* (excellent cashbacksite) and get a quote from MoreThan directly. This seemed to come to much MoreThan the Money supermarket.com quote! But it did not include the cover that I didn’t want! It also requested details on specific items which was not included on the Monesysupermarket.com site. The Moneysupermarket.com quote listed certain other items and not others. Basically, the comparisons between the two sites were ridiculous and one could not change them either.

Complaint

So off went the email to the CEO as I felt that something was seriously flawed with their systems. Why can’t you just get the same cover going through the comparison site as going direct? Why does it cost more direct for a different cover and you can’t use the cashback site when going through the comparison site for the cheaper quote. I stated that I wanted the price stated with moneysupermarket.com minus the cover I didn’t want and to include the cover I did.

I also expected to receive the £21.00 Topcashback  to which I felt entitled. I got a new quote about £100 more than other quotes in order to get everything I wanted, and a cheque for the difference between the new quote and the cheaper Moneysupermarket.com quote plus the £21 cashback.

I’m not sure that any Laws were broken here, although one wonders about misleading practices and the Consumer Protection from Unfair Trading Regulations 2008. I do think it’s poor practice and would advise anyone looking at their insurance to explore all possibilities and to look at the comparison sites and then look at the site directly for further comparison.

Make sure you have the cover you want and contact the company if you see anomalies. My guess is that this practice is quite widespread and that we need to make sure that we are not being ripped off as well as ensuring that we have the cover that we want and need.

Further help

Lots more information about comparison websites, approved sites etc All you need to know about comparison websites

How to save money on your car insurance lots of ideas here!

 

 

Cover of How to Complain updated 2019 large cow logoFor more guidance, advice, tips, information, consumer laws and templates GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

 

 

 

 

*refer a friend link so if you sign up I’ll get a few pennies for referring you and you should get a few pennies as a welcome gift!

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Warning about insurance procedures

Don’t be afraid to challenge insurance company procedures! If you feel someone has made a mistake they probably have. Xmas 2013 we sort of forgot a candle was burning! Luckily before it burnt the house down it only burnt through the table burning a couple of holes and scorching it in other places. I telephoned the Liverpool  and Victoria insurance company to request a claim form and was told that I would have to pay the £150 excess to the loss adjustor when he arrived. I don’t think so! As this was a customer service representative I decided to write to the CEO (contact details for all CEOs at ceoemail.com) of the insurance company. So the correspondence went as follows:

23/01/14 emailed CEO informed him that we had been told that an Assessor would come and we would have to pay a cheque for £150 and this would be deducted from the amount paid out. Said what an appalling, outrageous and unfair system it appeared to be. We offered to send photos but this was declined. How on earth is anyone meant to make a decision about whether it is worth paying the excess and an increase in future premiums? You could look at the photos and give some indication, but this had been refused. Mentioned the Unfair Trading Regulations 2008 as believed this to be an unfair commercial practice, misleading the consumer as to what they can expect. I attached the photos that were deemed unnecessary. “You may send an Assessor and deduct the excess from the settlement should we choose to take it” said I. Threatened the ombudsman and Small Claims Court. Did the trick.

24/01/14 response from someone in the CEO’s team stating that he would like to arrange an inspection of the table by their contractor’s Independent Inspections to see if the table can be restored. Offered us opportunity to arrange a report ourselves for which they would pay. Apologised that I was told I would need to pay the excess in the first instance, this should only be applied to a settlement.

28/01/14 emailed to say I had contacted restorers who said that just by looking at the photos they can see that the table is beyond repair and the quote for providing a report with details of how much it would cost to replace will be £35 plus VAT. I reiterated that I was categorically told that the cheque had to be paid before we agreed to settle. This was queried several times because it sounded so ludicrous. The customer services representative was adamant that the cheque had to be paid to the assessor and asked why this was. He clearly thought that this was the correct procedure so I was quite sure that this was not the first time it has been done and saw no reason why I should not take the matter further and expected redress for the inconvenience caused.


28/01/14 response to say go ahead with quote and that he would listen to the call and get back to me.

29/01/14 further email to say that I was correct and I had been advised as I said I had been! Oh whoopee do! Should I be pleased that they decided I wasn’t a liar?! He had discussed the matter with the handler and apparently there was some confusion. With building repairs, they would expect their contractors to arrange to collect an excess before carrying out repairs but this would usually be after they had inspected damage and assessed the approximate costs. The handler was informed of the error and a significant misunderstanding about the claims process was put right. How you confuse a building with a table I am unsure. The report was accepted I settled and took the £25 goodwill gesture for the inconvenience.

Insurance can be a minefield, whether house, vehicles or health! Most people have a story to tell. Don’t forget to use the tips on here for complaining and insurance is well covered in the book!

If you want to contact Liverpool and Victoria insurance company CEO you can do so here.