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General => Insurance => Topic started by: dave7268 on 25 June 2010, 18:08
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Okay, took out a policy with RAC via internet. Got a good quote and went with it. Couple of weeks later got my docs through so that I could put on cherished No. plate. Phone up RAC to tell them of the change and went through all my policy details. There were a few errors which the woman corrected but this changed the price of the policy. She went away and spoke to an underwriter (or so she claimed) and came back and said that I was to ignore the higher premium quote on the new paperwork which would be sent out and that I would still only be charged the initial price.
Two weeks later I get a £195 charge on my cc by RAC!! :angry:
Contacted them and this guy went through my policy again and there were still errors on the policy! Claims that the internet screwed up the details. What gives RAC??? Anyway, he came back and said that the best they could do was to offer me £23 off the £195 extra that have they charged me, this charge was due to the so-called change made to my policy. The change was that I had my father on as a named driver but for some reason they had him down as my partner instead of my father. So this was changed resulting in a whopping £195 extra for me to pay!!!
What I need to know if where do I stand with this? Can I demand that my original quote is honoured, as the information I initially gave was correct, or don't I have a leg to stand on? Any advice would be much appreciated as I am currently awaiting someone from RAC's complaint dept. to get back in touch with me (within the next 10 days!)
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Okay, took out a policy with RAC via internet. Got a good quote and went with it. Couple of weeks later got my docs through so that I could put on cherished No. plate. Phone up RAC to tell them of the change and went through all my policy details. There were a few errors which the woman corrected but this changed the price of the policy. She went away and spoke to an underwriter (or so she claimed) and came back and said that I was to ignore the higher premium quote on the new paperwork which would be sent out and that I would still only be charged the initial price.
Two weeks later I get a £195 charge on my cc by RAC!! :angry:
Contacted them and this guy went through my policy again and there were still errors on the policy! Claims that the internet screwed up the details. What gives RAC??? Anyway, he came back and said that the best they could do was to offer me £23 off the £195 extra that have they charged me, this charge was due to the so-called change made to my policy. The change was that I had my father on as a named driver but for some reason they had him down as my partner instead of my father. So this was changed resulting in a whopping £195 extra for me to pay!!!
What I need to know if where do I stand with this? Can I demand that my original quote is honoured, as the information I initially gave was correct, or don't I have a leg to stand on? Any advice would be much appreciated as I am currently awaiting someone from RAC's complaint dept. to get back in touch with me (within the next 10 days!)
That's all you should need - it was their cock-up and they should honour it. If they are useless (and it's Aviva so they could be...) start threatening to report them to the Ombudsman. Admiral made a mess on my policy and virtually fell over themselves trying to put it right. Horses for courses :smiley:
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If you took out the policy online then surely you must have filled in all the info.
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Yeah, the policy was taken out online and all the info was filled in correctly but RAC are claiming that some of the information changed from when I pressed send to when they received it :huh:
What I would also like to know why does the relationship of a named driver matter so much that it would cause a 35% increase to your premium?
Thanks for the info about the Ombudsman, hadn't thought of that. Will use that one when their complaints department contact me and I'm going to stick to my guns and demand the original quote is honoured. Cheers :cool:
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ooooooooooooo time to cause a stir.
having just been thru this - i was glad i double checked by PHONE before taking out her indoors policy .
after filling it, when reviewing the info the MULTI choice option boxes are a NIGHTMARE,
i scrolled down the page - nothing happened so i thought :rolleyes:
what had infact happened was that a box I had filled in changed , suddenly meaning i went from 9 to NO NCB which explained my spike in price.
it is easily done
and the reason going from PARTNER to FATHER is cos most policies offer a BIG discount for SPOUSES :wink:
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I would and have always rang to confirm a quote before taking out the policy just in case of something like this happening.
At the end of the day it's their cock up, if they don't honour the original price then you may have to cancel the policy and go elsewhere (they won't like that).
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I had big issues with Hastings direct, I took out a policy on line and yet when it came through the excess had gone from £150 to £750, took a few weeks to sort but in the end got a full refund plus some extra for all the hassle.
As Kirk (shady) said it is best to ring and confirm sometimes, I do it saves a lot of hassle.
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We had it when I was learning with direct line. I was on as a named driver but they had me as a spouse not his son. This only cropped up when I went to switch it from the skoda to the golf. Spoke to a right little sh1tbag of a toerag cnt, who said he was going to take £650 from our credit card to cover the 9 months it was wrong. We managed to speak to a supervisor there who admitted partial blame - she said she would have picked up on my dad not being able to marry his son and just charged us the extra to the end of the policy - £120.
So try to speak to someone who can make a decision as well as checking to see if they took the money from your CC legally. If they don't have your permission to do so I believe you can contact your card issuer and they will get it back? Might not be right though
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Okay, they offer big discounts for spouses but why is that? Anyone know? At the end of the day what difference does it make whether the named driver is your spouse, child, partner, or whatever? I'm curious as to me it would make more sense for a higher premium for more named drivers.... more people driving the car... more likelyhood of an accident - more risk involved.
Been in touch with my credit card company and they are going to freeze my interest until I have sorted the problem out with RAC and to get back to them if they won't issue a refund because I definitely did not authorise the added transaction.
As it has now been passed to their complaints department I've got to wait until the contact me or so they think :tongue: If I haven't heard from them by tomorrow night I will be right onto them the following day. Company I work with has a strict policy to respond to complaints within 24hrs, even if it is only to acknowledge the complaint, take further details and provide a date for a resolution!
Yeah, next time I do this online I will be speaking with someone to confirm. Thanks for the input everyone :smiley:
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Hope you get it sorted man, let us know the details.
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As above let us know of any news.
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Well phoned the RAC today as I have not heard from them yet. Spoke to a woman with a lovely voice and started imaging how she looks... you know how you mind wonders..... :evil:
Ahem, anyway she put me on hold so she could find out what was happening.... 15 mins later (yes I have the patience of a saint!) she comes back and apologies for the delay but she hasn't been able to get ahold of anyone in the complaints department to speak to me but my case was open on her screen which means that someone else was looking into my complaint. I left her with my mobile number and a promise that someone would call me back very shortly. That was 3.5hrs ago now and still no call. Not very good customer service and kind of regretting going with RAC now.
I will try them again tomorrow and everyday until I speak with someone who can make a decision. Strange why their complaints department does not have a direct number..... :angry:
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Finally got this one resolved and in my favour too :grin:
They took their damn sweet time but received a call from RAC customer service manager today who apologised and basically said it was all done to miscommunication between two departments and that I never should have been charged the extra. They have provided me with a full refund and waived the administration fee for the legit changes to my policy. LOL, didn't even have to threaten them with going to the financial ombudsman.
Overall an off-putting experience for my first time with the RAC and I can safely say that one this policy runs it's course I won't be using them again. But thanks to everyone for the advice, it was very much appreciated and kept my hopes up. :smiley:
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Well phoned the RAC today as I have not heard from them yet. Spoke to a woman with a lovely voice and started imaging how she looks... you know how you mind wonders.....
Good on the phone - add two stone. You were speaking to a munter, I'll nearly guarantee it.