MCE Insurance are Liars?

[DRZ4Hunned]

I broke down today whilst greenlaning, I called my insurers (MCE) to request recovery as I have this included on my policy. The woman from MCE denied that I was covered for breakdown recovery. I was confused by this and fairly certain she was wrong, but I had no way of proving otherwise. I gave her my reg number and she confirmed that I was indeed covered for insurance but not breakdown.

I thought I must've screwed up when taking out the insurance and so reluctantly accepted that I wasn't covered. I then called a local recovery service to take me home.

I got home and checked my policy documents and sure enough, I was covered for breakdown cover and I have confirmed this by calling them. I was rightfully pissed off that they'd denied I was covered and asked them what they're playing it. They then denied that I had called them earlier and said the only thing they could do is offer me an apology.

I have evidence of calling them (screenshot of call history), would I be fair in asking for them to reimburse me for the cost of recovery (£70) since it was due to their incompetence? Could they continue to deny any knowledge of me calling them? Should I report them to the financial ombudsman?
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DRZ400-SM
FZS600

[Kris]

Write letter of complaint. Demand all costs. Keep it in writing.

If no joy, take them to court.
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NSR125RR - ZXR750H1 - ZX9R E1 - GSF600S - GSF600SK3 - VFR400-NC30 - SV1000N - ST1100-R - CBR900RR-R - GSF1200SK5 - GSF600SK1 - VFR1200FA - GSXR1000K2 - ZZR1400 D8F
www.prisonplanet.com

[bigtin]

CEO email is julian.edwards@mceinsurance.com

Send your complaint that way.

[Andy_Pagin]

Call Citizen's Advice, they're pretty good on consumer issues like this.
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They're coming to take me away, ho-ho, hee-hee, ha-haaa, hey-hey,
the men in white coats are coming to take me away.
Yamaha Vity -> YBR125 -> FZS600 Fazer -> FZ1-S Fazer

[iooi]

[Llama-Farmer]

Write letter of complaint to customer services department.
Demand reimbursement of the costs to you, plus a further goodwill gesture for their mistake and your inconvenience, such as free additional cover, or discount of policy renewal, etc.

Ask for immediate acknowledgment of receipt of the letter (via email) with a prompt reply and resolution (via post or email).

If no acknowledgement is received within a reasonable time then forward same letter to CEO via email and ask him to look into it.



It tends to be that the lower-downs don't get paid enough to care about the customers, and also get treated like shit by the majority of customers they deal with, so they aren't inclined to do anyone any favours or put any additional effort into resolving things.
When it gets to management level (actual managers, not "the manager" you might speak to on the phone) they take things a lot more seriously.
If senior management level get a whiff it tends to get sorted very quickly.


When the Director of Customer Services at my old company had something land on her desk it was always sorted by the end of the day, usually resolved personally with a phone call to the customer
The company I am at now is very similar, if things get escalated to someone senior (or just happen into their inbox) then shit is taken very seriously very quickly, whether it is something minor or major.




When dealing with them though, or anyone of any level for that matter, don't lose your temper or shout or get aggressive, that doesn't do you any favours. And as soon as you lose your temper or raise your voice, you lose control of the situation and any power you had in the negotiation.
Remain in control and be polite and courteous, but don't be afraid to make demands as long as they're in a calm manner, and reasonable demands too, not something ridiculous.
Always remember to thank the person once they've resolved it though.

A little note on the customers file can make a big difference, good and bad, to how they're treated and what they're offered in future.
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Current Bike: 1999 Honda CB600 FX Hornet
Next Bike: I want a CBR-RR. And I want an F800 GS-A. And a VFR 800. Can I have all 3?
Dream Bikes: Honda VFR750R RC30, Honda NSR500, Ducati 996 R

[DRZ4Hunned]

[Llama-Farmer]

[Deso]

If you look at small print you will see that it only covers you within a 10 mile radius of your home.
The helmet and leather cover will cover you up to £300 iirc but the excess is £100
The courtesy bike is for a 125cc only

All 'extras' that MCE throw into your policy reall are not worth the paper they are written on!

I have been with them for 2 years now and although I've had no issues with them this is another bad write up I've seen of many. Luckily I have found another company I can use this year that are only £7 more than the MCE quote but with only £250 excess and not the £650 that MCE slap on.

A mate of mine got the ombudsman involved and cancelled with them last year. They saw in his favour so I would give them a call. I would also cancel and use someone else. I wouldn't be trusting them any longer after pulling a stunt like that.

Try Principal Insurance. That's who I'm going with this year.
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What if the whole world farted at once?

[iooi]