1st Quote Insurers- Advice needed - minor update

[moonym20]

i'm having some issues with my current insurers (1st Quote).

it all started nearly 6 months ago when i added to my R6 to my existing policy, i had to cancel the current policy i had with them (due to expire in november) and switch to a multibike policy to accomodate two bikes. since then i have had nothing but hassle to get hold of my Certificate of Insurance.

I have received one cover note after another and nearly 12 phone calls has got me no where, first i was told there was a minor issue, i was told three times the issue was (now) resolved i was told two or three times that my documents 'must have been misplaced or lost in the post' and told many times my Certificate was 'on its way'. I finally gave in and wrote a letter of complaint after month number 5 came and went (a week after i was Promised my certificate would arrive).
After the normal 14day requested reply window nothing has arrived and it would seem my letter has been 'lost' and not reached them. so apparently the Royal Mail are shit and have managed to loose 4 or more letters in this matter.

Is this an issue that i can involve the Insurance Ombudsman in because my temper and patience is fastly going. I have been given one excuse after another and no aknowlagement of my letter. I am considdering senting a revised letter, registered to 1st Quote and also to KGM Motor policies (the insurer) to express my disgust at their very poor service.

has anybody else got any similar problmes?? I have been with 1st Quote for a while with no problems untill now
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A scientist crossed a skunk with an owl. He's got a bird that smells but doesn't give a hoot

[feef]

I would have been sending these letters by recorded delivery. That can make all the difference, if you can prove it's them that lost it, and not them blaming the Royal Mail.

a
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[dibbster]

I would send them a letter by recorded delivery explaining the problem and give them 14 days to rectify the situation. Im not sure if you can involve the insurance ombudsman but it might be worth looking into.

I had a similar problem with my insurance company; they kept sending me the certificate with the wrong excess on. took 4 months of me pestering them weekly to get it rectified.


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Suzuki RF 600 - The two wheeled Testarossa (Deceased)
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[Stiffler]

I have my insurance with 1st quote and also had a great deal of diffulculty obtaining my Certificate, or even a cover note from them. I only had to ring them 4 times though and eventually resolved the issue in under 2 weeks.

It wasn't until eventually put forth some BS about not being able to get the bike on the road until getting the certificate and that I was considering cancelling my policy and moving it to another insurer that the matter was delt with.


Tim
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Current Bikes - Kawasaki ZX-6R (636) | BMW G650GS

[LustyLew]

How do you pay for your insurance?

When I was younger and had car insurance on monthly installments, I only ever got month by month cover notes just in case I stopped my direct debit payments.

Not sure if it's standard practice. Didn't really bother me, I just filed them away just in case I got pulled over or checked for whatever reason.
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Like a Yorkie - I'm not for the girls

[Mooncatt]

i believe that ombudsman is there for the actual insurers themselves, if your insurer cant resolve the complaint then they go to the ombudsman to resolve it. you would be better off contacting the financial services authority these are like the police of insurance, if you mention this to them they will crap their pants and sort it straight away for you.
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current bike...CBR400RR
"you always need more chicken"

[moonym20]

it just aggrovates me when i make no progress with them, its like talking to a brick wall... when i called they confirmed they had no record of the letter so it must have been lost with all the other mail that was suposedley sent to me by them,

unfortunatly i paid upfront to get it done with however i don't think I will be using 1st Quote again, and KGM can shove their policy where the sun doesn't shine as well if this continues.. I have sent a cover letter with the orgional document and ask for a reply by 6th Jan 2007 to give them time, i also asked for all other correspondance to be sent recorded by them to prevent it being 'lost'. all those calls to London and stamps and now registered post is doing my head in and the costs are starting to mount!

AFIK the ombudsman is there to protect the consumer when an insurer does not do a good job. would that be in dealing with a claim or anything else etc...
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A scientist crossed a skunk with an owl. He's got a bird that smells but doesn't give a hoot

[Mooncatt]

if you can get access to a fax machine that might help then they got no excuse
as i said before contact the financial services authority that will carry a lot more weight than saying your going to go to the ombudsman
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current bike...CBR400RR
"you always need more chicken"

[lozzypop1]

[Mooncatt]

well we are regulated by the FSA and i work for an insurer, they have the power to close us down if needs be, if we cannot resolve a complaint we refer it to the ombudsman (dunno why i dont work that dept)
but your more likely to be right i suppose (no sarcasm intended btw). fill in the form see what happens
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current bike...CBR400RR
"you always need more chicken"

[lozzypop1]

[Mooncatt]

lol lozzy now you put it like that it makes sense now (i learn something new everyday here) decent people and knowledgable too (sorry slightly off topic)
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current bike...CBR400RR
"you always need more chicken"

[lozzypop1]

not a prob mooncatt....
In that case... Would Moonym be better off going direct to KGM Motor Policies to get a certificate of insurance? It doesn't say if the telephone calls and (misplaced) letters were made to only 1st Quote or both!
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Funny, I used to hate being spanked as a child!
Tell me and I'll forget; show me and I may remember; involve me and I'll understand.

[moonym20]

All the help is great! Many thanks lozzypop1 for the form, it will be saved on my HDD for future use!
i have got my letter all signed and ready to post registered.

i am willing to suspect they saw the letter any promply filed it into the Bin for safe keeping
I want to invoke the complaints procedure with them first and if i see no joy after 14 working days then i shall involve the FOS.

I fail to see how it can be so hard to send a poxy bit of paper though the post.... 1st Quote are/were one of the cheapest.. i supose you only get a micky mouse service to suit
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A scientist crossed a skunk with an owl. He's got a bird that smells but doesn't give a hoot

[Mooncatt]

not that they deserve any but in defense of the insurer royal mail are horrendous we used them at one point but because they were that bad we now use a private mailing company.
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current bike...CBR400RR
"you always need more chicken"

[syl]

For what it's worth I have a policy with KGM (via MCE). I took out insurance over the phone at around 4pm and received my certificate (together with information booklets and seperate legal + breakdown cover policies) in the post less than 48 hours later. I think it's the broker that's being crap rather than KGM.
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Current bike: Kawasaki Z750S

[moonym20]

Aparently i was told that KGM will not discuss the matter with me, they would only be willing to talk to 1st Quote about it

I agree with the Royal Mail however it seems to smell fishy when say 3 certificates have gone missing, along with my letter of complaint.. yet cover notes find their way to my house with no problems..

also, according to 1st Quote. KGM send the cert to them, they send it to me... aparently two of the certificates were sent from KGM direct to prevent cockups... so either somone is telling porkies or the two company's don't seem to talk very much...
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A scientist crossed a skunk with an owl. He's got a bird that smells but doesn't give a hoot

[trevoriv]

I'd be inclined to speak to KGM claiming you are having trouble contacting your broker and that you need a certificate for tax purposes.

As an insurer/intermediary you can get into a lot of bother for not issuing correct documentation on time.

I would ask for them to send it recorded delivery rather than in the general post. I have been out on the bike delivering covernotes by hand to clients in circumstances like this (albiet to cover an important clients brand new bentley hehe)

[moonym20]

I had sent a letter registered on 14th december and it was recorded as recieved by them.

So i called today just to confirm that they had indeed got it and were taking appropriate action.

'we have no record of you sending a letter sir, however there was another request submitted around the 18th for your certificate'

So once again.. usaual BS a covernote is comming out now, Terry at KGM is going to sort this matter out... i was promised a call back from 1st Quote today.. it never came

They have untill the 6th to either call me or send me a letter otherwise i have no other option but to involve the Ombudsman. I must have a certificate/note by feb as one bike is due for TAX

what an absolute Discrace, im now packing my letters together to foward to KGM via e-mail to ensure they are in the loop
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A scientist crossed a skunk with an owl. He's got a bird that smells but doesn't give a hoot

[trevoriv]

tax it online

[Ste]

If you've not been supplied with what you pay for, take it up with your card issuer as they should refund you assuming it was a credit card you paid with.

[Black Knight]

Don't mess about. They are clearly taking the piss and you are allowing it.

Simply phone them, speak to contact Mr. Michael Hoepelman or Mr. Jason Leigh and tell them either you get a certificate within 24 hours or you will expect a full refund plus costs. Advise them you would have no hesitation in taking them to a county court

Follow this up with a complaint via tracked email, print it and send it recorded delivery.

Contact the ombudsman now, do your letter, send first thing tommorow morning recorded delivery again, or better, hand deliver it.
Should you wish to take the matter further you may refer your complaint to the Financial Ombudsman Service at South Quay Plaza, 183 Marsh Wall, London E14 9SR.

If you need help composing a letter I'll do it for you, got nowt else on this evening.
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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.

[Minty]

For what it is worth, address any correspondance to the Chief Exec and a cc letter to the PR department (for added effect, put a 'cc at the bottom of the page and the name of your local rag' and send by recorded. Any 'Chief Exec' complaints are treated more seriously. Sucks, I know, but it will work.
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My fingers smell of your mum.

[moonym20]

Cheers guys for your help

Black Night: cheers mate for the offer, I wish to wait until 6th Jan as stated in my letter before i begin rocking the boat.

I will bear the names you gave me in mind presuming they are high up the pay scale at 1st Quote. I shall CC them the letter that i send to the Ombudsman.

I made the payment in bulk via direct debit to get it done with so can't really get that back.

I have also now sent an e-mail to KGM with a copy of both letters attached incase 1st Quote 'forgot' to foward it to them as requested. The e-mail clearly stated im currently holding KGM responsible according to the information i have thus far from 1st Quote. (forgot to CC that to myself ) but its no biggy if it gets 'lost'

Thanks again guys the help & advice is fantastic!
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A scientist crossed a skunk with an owl. He's got a bird that smells but doesn't give a hoot

[Minty]

Indemnity Claims (Direct Debit Refunds) can be done at your bank up to 6 months after payment has been made. They certainly are being done where I work. It is all part of your Direct Debit Guarantee. The insurance Comp have failed in the agreement you made to supply you with adequate proof of cover.
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My fingers smell of your mum.