Ani
I bought an insurance cover (more precisely a third-party, fire and theft) from Debenhams (Somerset Bridge Insurance). With policy number: DSPC7260160282, for the cover of a MERCEDES-BENZ E 220 AVANTGARDE C, 2005 model year with registration number KR55YVK. The cover started on the 10/02/2020 and was supposed to end on the 10/02/2021 (see attachments C1, C2 and C3). On the 17th of December 2020 at night, my car (KR55YVK) just stopped working, it was salvaged and on the 18th of December 2020, I got an affordable car which is a BMW 5 Series, 2005 model year with registration SJ05EPE. I just want to mention that before this time, a few months ago, I had asked a Debenhams insurance representative during a phone call I made to make a monthly payment (usually at the end of the month) if my policy allows for the change of a vehicle and she answered yes that I am well within my right to do that and call them to make the adjustments after getting any vehicle of my choice in the future. On the 18th of December 2020, I tried to make adjustments to my policy online to my new vehicle and could not, I called to do it over the phone, and they could not. They advised that they have referred the matter to an underwriter who will get in touch with me within 48 hours. I waited for about 5 days and heard nothing and on the 23rd of December 2020 (14:59 GMT), I contacted Debenhams and I was informed that the underwriter cannot cover my vehicle and that I am required to continue paying my premium for vehicle KR55YVK. I was very disappointed because not only have I been left without an insurance cover for about 6 days, but I was also asked to pay for what I am not using. I told Debenhams that if they cannot provide a cover for me then they need to refund me the remainder of my premium paid, cancel the policy without any charges and let me go get insured somewhere else. Debenhams refused and tried to pass blames to the underwriter claiming that I will be charged cancellation fees. The phone call ended by saying the one of their managers will call me on mobile phone to discuss this further. I did not get any call and after a week, on the 30th December 2020 I got an email (see attachment E1) from Sam Robins (Debenhams representative) who asked me to say what my query is (instead of coming to me with a solution via a phone call as promised, he is asking about my query again via email). I replied Sam’s email (see attachment E2) within a few minutes. Sam replied to me (see attachment E3) on the 2nd of January 2021 stating that the cancellation fee has been waived and that I should confirm that I am willing to go ahead with the cancellation. I replied to Sam’s email the same day (see attachment E4) requesting for the refund of the remainder of my premium paid among other things that I had requested for. On the 4th of January 2021 at 18:27 GMT I got a call from Sam. We spoke and I requested for my refunds, compensation, certificate of no claims and the cancellation without fees. I made Sam understand the inconveniences and cost that made me deserve a compensation and Sam said that other colleagues and the underwriter would be consulted and that I will be called back. On the 7th of January 2021 at 15:47 GMT I got a call from Sam who asked me for further details and ended the call by saying that other colleagues and the underwriter would be consulted and that I will be called back. Since then, I did not hear from Sam until the 16th of January 2021 when Sam wrote to me (see attachment E5) with a different mixed message telling me to setup a debt payment plan with them. This infuriated me even further as I replied (see attachment E6) and asked Sam if previous notes and phone calls were actually taken into consideration or this was a message meant for another customer. To this end, we have indirectly reached a deadlock. And my stance is that since the underwriter could not insure my changed car despite previously telling me that my car can be changed during my policy, I deserve a no fee cancellation, a refund of what is left in the premium, certificate of no claims for the period involved, and a compensation for all the time, cost, risks and inconveniences experienced as a result of this uncooperative treatment, communication and customer service. To further shore up why I deserve a compensation, firstly, I am the carer form my grandparents. Without me they would not be able to get out of their bed, wash, feed, go to toilet and have a normal life. I was unable to carter for them and when I managed to, I incurred heavy costs on transportation. Secondly, because of the industry that I work within, I was classed as a key worker who is busy get things done so that people can get their vaccines and tests done in a timely manner for a normal life to resume and get the economy working again. The lack of an insured vehicle meant that I could not commute to do my job or incurred heavy costs in commuting to do it. Thirdly, the lack of an insured vehicle meant risks as I used public or private (yet public) transportation. This is when infections with a new strain of the virus was discovered and I was exposed to it as a result of this poor customer service. Fourthly, this started from the 18th of December when I could not visit those family members that are in my bubble to share gifts and do things like most families did, I either could not do them or incurred heavy costs to do them. Fifthly, I have not been able to do my shopping or incur heavy costs in doing them. Note that I am on a diet and some food items are obtained only from selected stores. Before Debenhams attempt to blame Covid-19, I acknowledge that it has been a difficult year for everyone and for me with losing my father during the month of May 2020, having more family members in need of critical care to tend to, and having to spend time arguing in all this to Debenhams on various occasions and days as well as writing this statement. Debenhams has forgotten that it is the loyalty and tiny voices of customers like myself that makes them who they are. As a conclusion, my stance is because the underwriter could not insure my changed car despite previously telling me that my car can be changed during my policy, I deserve a no fee cancellation, a refund of what is left in the premium, a certificate of no claims for the period involved, and a compensation for all the time, cost, risks and inconveniences experienced as a result of this uncooperative treatment, communication and customer service.
2 months ago
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Alice, Customer Support

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