David Wilkinson
Like many others my policy was cancelled early- the same day it was due to start, as apparently I had failed validation (whatever that means? All information provided was correct). Fortunately I've recovered all of my money since, but I have no doubt that this firm deliberately engineer false reasons to cancel policies prematurely; ultimately profiting from cancellation fees and temporary insurance which is charged at extortionate costs. I received a very vague email early morning on the day the policy began, stating that my policy had been cancelled as per the insurers request, although they were happy to provide 7 days of coverage. Also that I should 'call the office' for more information. One of the communications also carried an implied threat that my future policies would be impacted due to this policy being cancelled by the provider, and that I should call the office to 'discuss my options'. Sensing that something was not right, I decided to ignore their attempts to get me on the phone and deal with the issue via email. (In the meantime I also purchased a proper policy (admiral) and determined to get a full refund from RCIB, as I had no confidence that they'd pay out if I had a bump) Responses received to my emails were again vague, ignoring issues I raised, (such as 'how could I have failed validation when the welcome letter clearly states that customer services will need to contact me to do this' - they hadn't. And 'if validation had been supposedly failed before commencement, why hasn't I been informed in advance instead of them providing 7 days of insurance'.) Naturally they ignored my concerns instead trying to reinforce this idea that the cancellation way my fault due to me failing validation. After a couple of further weak email responses from RCIB, where the objective was clearly to try to get me to call them, they flat out refused to respond to subsequent emails from me which demanded a response to my raised concerns. This was a mistake on their part as failure to respond suggests an unwillingness to work towards a resolution. I decided to leave it a month - according to the cancellation letter, a refund would be applied within 30 days, if one was due. I was interested to see how much one week's insurance was worth! A month and a day after the policy ended I was refunded only about 2/3 the cost of the original policy. So 1 week temporary cover had cost me 1/3 of the original annual policy price! Or so they thought... My card provider was very accommodating and sympathetic of my experience, especially after reviewing all of the email evidence I provided. As such it was easy to reverse the original transaction for the whole amount as part of a 'chargeback'. If you've had a similar experience I would suggest contacting your bank or card provider and request a Chargeback for the full amount, under the basis of non-provision of goods/services. I'd also urge you to report your experiences to the Financial Ombudsman https://www.financial-ombudsman.org.uk/coansumers/how-to-complain and Action Fraud : https://www.actionfraud.police.uk/reporting-fraud-and-cyber-crime Let's get this company shut down and held to account.
1 year ago
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