How to End Your Fight with Car Insurance Incompetence
Car insurance. Don’t you just hate it? Renewals and all those adverts and then all the switch sites where the companies giving you the top two quotes ring you even though you ticked “No sales” calls? Then, then comes the incompetence once you finally secure your cheapest quote.
Last year, in fact getting out the letter reminds me it’s coming up to time to do it again… sighs. Anyway, Kwik Fit came up the cheapest. I thought they just over charged for tyres but no apparently they also sell insurance.
So, off I go sending the proof of no claims and informing them NOT to automatically renew in 2014. (There’s a tip – make sure you TELL the car insurance people in writing when you take out your car insurance they are NOT to automatically renew in a year’s time. They make loads from doing that.) That was on the 18/12/12. On the 11/01/13 KF emailed to ask for proof of no claims. So I sent it again on the 12/01/13. 3 days later they emailed me to ask for proof again. So, I tried to ‘phone. I hate ‘phoning because people get me so cross and there is no record of what is being said. Got one of those really annoying “press 5 and we will call you back” I did and they didn’t. So on the 21/01/13 I emailed again and this time I clicked on the “Request Read Receipt” and despite getting one AND on the 22/01/13 receiving an email saying it had been received and to ignore other correspondence. It gets better. On the 23/01/13 I received another letter requesting proof. (Dated 22/01/13). Later that day I received another email requesting proof! On the 25/01/13 I emailed informing them of my intent to take the matter further and received another email confirming receipt of the proof. The next day received an email requesting proof. Unbelievable incompetence huh? On the 31/01/13 I received a letter informing me that £15 had been added to my policy!
So, did you follow all that? In summary:
Sent proof twice
Informed Kwik Fit three times of doing this
Kwik Fit asked 6 times for proof
That will be appalling communication problems will it? I should say so. If you’ve seen my blog you’ll know I don’t take this sort of rubbish service! So I wrote to the Managing Director. I expected the refund and some redress and explanation for the ridiculous service. I got the refund (£15) and redress (£100) because I always do but explanation? Nope. She ‘phoned me after being told not to do so. She then wrote and told me that they didn’t receive the proof the two times it was sent. Believable? Why did I get an email saying that it had been received? Operator accessed the wrong file! Believable? Anything about what they would do in the future to stop these errors? Nope. That was from the MD, so what hope is there for improving service if the MD doesn’t understand “Do not ‘phone me” and that their communication channels are appalling?
No hope, so watch out for these mistakes and don’t give up fighting for your rights!