eBike Insurance doesn't give me my money back

[Mord]

As some of you know my experience with eBike is very upsetting.

In short they owe me 42 quid (they took their 75 quid cancellation fee). I cancelled my policy over a month ago and they got the certificate back on 12/07/2010.

I still haven't got my cheque and contacting them seems to be quite hopeless as all I got are typical robotic replies and no effort from their side whatsoever.

Or maybe I'm wrong and impatient you tell me.

The story starts on 6/07/2010 when I cancel my policy. I paid 323 quid (no finance company involved). I cancelled after 233 days which means they owe me roughly...

323- (233/365)*323 - 75 = 42 quid

75 is their cancellation fee.

Fourty two pounds is maybe not a lot, but still enough for me to want it back. I don't contact them over the phone as they charge 1 quid /minute.

E-mails.




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MY E-MAIL SENT ON 21/07/2010

Regarding Policy number EB177***********



Dear Sir or Madam


I cancelled my policy on 6 July 2010.

It's 21 July 2010 now and I still have not got any money you owe me.

Have you sent a cheque to my address yet?

Regards
***** ******



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THEIR E-MAIL SENT ON 21/07/2010

KATIE LOGAN
enquiries@ebikeinsurance.co.uk

Dear Mr Zajac,

Thank you for your email.

I can confirm that we received the Certificate on the 12/07/2010, any refund due will be processed 30 days from the above date.

Yours sincerely,
Katie Logan
Help Desk



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MY E-MAIL SENT ON 11/08/2010

Hello


It has been 30 days since you received the Certificate. I have not received any refund.

Could you confirm that you sent a cheque to my address? Could you give me any details when the cheque was sent?

Regards
***** ******



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THEIR E-MAIL SENT ON 11/08/2010

Dear Mr. ******,

Thank you for your email.

I apologise that you have not received your refund. I can advise that I have emailed our Payments Department to chase your refund.

Once I have had a response I will contact you and advise you accordingly.

Thank you for your patience and cooperation.

Yours sincerely,
Alex Sharp
Help Desk


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MY E-MAIL SENT ON 11/08/2010

Dear Mr Sharp

Thank you.

I must say I am quite surprised that it takes eBike Insurance so long to pay money you owe me. There can be many reasons of that so I am trying to be patient and understanding.

It looks to me like a simple case with only me and you involved (no finance company). I think I was a good customer as I paid full premium to you straigth away. I merely expect the same treatment from you in exchange.

Yours sincerely
***** ******

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NO REPLY FROM THEM


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MY E-MAIL SENT ON 12/08/2010

Hello

Any information about my refund? Your Payments Department coulud give you the information by now surely.

I am really trying to avoid any further action as it is not the most convenient or quick method of getting my money back. Before any action is taken I am expected to attempt to contact a debtor to request owed money. I did so in my recent e-mails and I keep them as a record.

And at the moment it looks like you are not willing to solve this matter.

Regards
***** ******

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NO REPLY FROM THEM SO FAR


______

That's it so far. Am I just being impatient? Or should I just book an appointment with Citizens Advice Bureau.

For sure I won't leave them 42 quid. The fact that they don't even try to contact you by themselves it's somewhat upsetting. If it was me owing them money they would contact me asap for sure.

Please advise me what to do. I'm not good at this shit

[Ste]

[The Shaggy D.A.]

Have you emailed their complaints department yet?

https://www.ebikeinsurance.co.uk/contact.php :-

[Mord]

Cheers guys...


ok.. complaint it is then...

SENT on 12/07/2010



Dear Sir or Madam

I sent several e-mails to enquiries@ebikeinsurance.co.uk regarding my refund and I have not got a satisfying reply from you.

It has been over a month since I cancelled my policy. You received the Certificate from me on 12/07/2010.

I have not received any refund from you neither to my account nor by cheque.

Dealing with you is a very upsetting experience. You clearly don not make any effort to contact me or resolve the problem. All I get are robotic replies from members of your Help Desk.

I am seriously considering contacting Financial Ombudsman Service at the moment. I think the way you deal with customers especially when you owe them money is unacceptable.

Yours faithfully,
***** ******



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I'll give it a week or so now..

Financial Ombudsman Service will be the next stop.. I'm not going to contact eBike Insurance if they don't contact me first. I think I did all to give them a chance to pay me money they owe me.

[Cheeseybeaner]

[Mord]

When I cancelled my policy on the internet there was -41 ish quid displayed in the summary screen. At first I thought I owed them something but then I gone through the policy and they charge 75 quid and give money back for the remaining period..

Which if my calculation is right means they owe me...

323 - (323*233)/365 - 75 = £41.81


And 233 days is less than 8 months which means it's less than 2/3.

[Wafer_Thin_Ham]

Meh, I'd just ring them, but I don't pay the phone bill at my house. However emails are very easy to ignore.
____________________
My Flickr

[iooi]

Dig out your T/C with the bit about what you get back when you cancel.
Pretty sure most bike policies after 8 months will have a zero or under 10% refund, of the unused portion.

You simply do not get a pro rata refund of days unused....
____________________
Just because my bike was A DIVVY, does not mean i am......

[Cheeseybeaner]

[Clanger]

I always find it best not to cancel any insurance, or it costs you, best to let it run its course and build up your no claims. It just seems a lot of hassle to claw £40 back!!!
____________________
Be who you are and say what you feel, because those who mind don't matter, and those who matter won't mind - Dr. Seuss

[Mord]

eBike is a joke.. and it's geting worse and worse.

- to ring them you need to pay 1 pound / minute (0870)
- when you have breakdown (and their breakdown cover) you need to ring 0844 number (it used to be 0800 before 02/1010)
- in new policy booklet they say they don't give refunds when You cancel the policy
- their customer service via e-mail is shit

It's the worst insurance company I've ever dealt with. They can tempt you with cheap insurance (but you're f00ked when you have to claim or have a breakdown). If you try to amend your policy or cancel it they will rip you off. They charge for everything, so they have always excelent excuse to milk you more.

My mistake to pick them without checking them first. I won't be their customer again for sure.

I wish I hadn't cancelled their insurance. Too much hassle indeed.

[Jamie.]

Did you pay any attention to Ste's post?

Ring them on this number:


Company Name
eBike Insurance
Motorcycle Insurance
Part of Group Direct

01454 634501

[gearboxkart]

some companies Dont give refunds in the small print you sometimes find that even if you cancel your insurance after a few months you still have to pay the full years premium so sometimes better to just let it run and get the no claims from it even tho you dont use it.

[Black Knight]

Easily solved. Instigate a claim through the county court. You can do it online, it costs about £30.

You can claim your £30 and any other unavoidable costs back when you win.

I've done it twice and never been to court. literally same day they would have received the notice...I've had a phone call full of apologies and money gets sorted same day.
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Where does a turn end? 'Where you can do anything with the gas you want to, where you are brave again, where your attention is free from the turn, where you are sure you can do it better next time; that's the end' - Keith Code.

[c-m]

[iooi]

[G]

[Mord]

[Mord]

To be completely fair with them...

I GOT E-MAILs YESTERDAY AND TODAY.

Yesterday they apologised and today I got this e-mail..

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Dear Mr. ******

Thank you for your email.

I am sorry to hear that you have not yet received your refund.

I can confirm our Product Support Team have calculated that you are due a refund of £41.81 following the cancellation of your policy on 06/07/2010.

We have calculated that you are due a refund of £41.81 after deducting the following charges:

Cancellation fee: £75.00
Time on cover: £206.19

Your refund of £41.81 is currently being processed by our Payments Team, and will be sent to you as a cheque. Please allow a maximum of 14 days to receive this cheque at the address we hold on record for you:

*********************
*******************
********

Thank you for your co-operation.

Yours sincerely,
Quality Team


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So I'll wait.. I prefer to have it solved that way after all.

[Welshd1k]

dare i ask why you cancled for £41 ? why nto keep the policy rolling for a years no claims?
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Current >Cb600fx hornet, ns125rk90 21.7bhp@wheel<
Sold >,zxr400 h2 (33bhp kit) rd350 n1 rd350 lc2<

[c-m]

[Mord]

I'm still not sure whether it was a good move to cancel it at all.

I lost 75 quid and no years no claims.

But peace in mind that whoever claims now when the vehicle is not mine any more it won't come back to me (as insured party on the vehicle).