A family members car was written off and you over a period of time deducted from the value of his car because, unknowingly to him, it had already been written off before he had bought it. As you can imagine he was upset that he had been sold a car under false pretences. But he understood fully why you deducted from the payout. HOWEVER, you then force him to stay with your insurance company because of the 'open claim' or pay £1200 to leave - he was told to buy a new car to carry on his insurance. You then refuse to insure the car he bought because its 'too old' despite it having valid MOT and servicing. Nothing in your contract says a car can be too old to insure. So you are making him pay and stay with your insurance company but not insuring his car. Your suggestion was then 'just get another car' - for insurers who are meant to be good for young drivers you're pretty stupid. How is a young driver supposed to 'just buy another car'. That will be the third car in a matter of weeks, after you refusing to insure one because of its age. Not plausible for a 19 year old. Shame on you for causing added stress to a young driver in a predicament out of his control. It doesn't take much to show a little compassion and be of some use, instead of spewing ridiculous suggestions like 'buy a new car'. Im sure you could have been far more helpful and understanding with this situation. At this moment in time I would not recommend you as an insurer for any driver, and most definitely not a young driver. Its clear that your only concern is money, and you have zero interest in helping your clients. After people have had car crashes do you think they really want to be dealing with ignorance over the phone? You didn't even supply him with a replacement car after the crash, so he lost his job. Which makes the 'buy a new car' suggestion even more ridiculous. The whole situation has been dealt with very poorly, most unhelpful staff. Where is the compassion - you're an insurance company. You're dealing with people who are in unfortunate situations, it doesn't take much to be polite and helpful. Especially as you're being paid to do it. At least have the courtesy to pretend you care about your clients. And if you're not being paid enough to pretend, then do everyone a favour and find a job you get some satisfaction from or a job you are paid enough to pretend. Would be great if you trained your staff in the art of communication and people skills, instead of how to read off a script. I'm having to submit this and seek help from the other side of the world because there has not been anyone competent enough to help my brother in the UK over the phone. He is confused and upset at how this has been handled, and doesn't know what to do next. Id like someone to clear up this situation promptly, explain fully the ins and outs of why he cannot leave, why you will not insure his car, and come up with a valid solution or other options that don't involve 'just buying a new car'.