anyone know churchill car insurnance head office?

[elizaregina]

posting here for traffic - they are leaving us car less over xmas period with a new born, i want to complain to HO but cant find it anywhere on web - anyone be able to help!

Why are they doing this?

Churchill general insurance policies are underwritten by U K Insurance Limited. Registered office: The Wharf, Neville Street, Leeds LS1 4AZ.
Or of you go on the Churchill Website it shows that they also have offices in Bromley, Peterborough and Stockton. I think though that their registered office is the same as a Head Office?

Writing to them won't secure you a car over the Xmas period. The letter would prob not arrive till after then.
Phone them tomorrow, state your case, complaints need up be run past management anyway, and see what they can do for you.
Phone at 9am tomorrow. Or now actually. Open till 8pm according to website.

Hi I spoke to someone but they couldnt help, i dont know is complaints is different dept.

our car was in crash over two weeks ago, no major damage - parts wrong on wed when we were told car back,hire car ran out - forked out for hire car ourselves till today - now told it will be xmas eve - called churchill they said - even xmas eve isnt a guarantee, myDH has to get o work on CE as well....this weekend we are car less and in adverse weather conditons we also have a new born.

I think to leave us stranded like this and possibly over xmas is morally repugnant!

I want email address but only found one for complaints. Which have written too.

sorry - they said our car would be ready wed, then today and now xmas eve ....but we cant afford any more hire car costs...we arnt even buying each other presents this year and have spent no where near 90 quid on DD !!!

What does your policy say re hire car? Check the terms - normally hire would be extended until your car is ready for collection. Your insurers won't be able to get hire car repaired any quicker BUT they should either have continued hire or (if for any reason under terms of policy, hire is only offered for a limited period) they will have a discretion to offer it due to Xmas, extenuating circs etc.

You need to make sure you speak to a complaints handler/Team Leader, and just keep escalating it - the junior handlers will want to fob you off because they won't have the authority level to authorise anything 'extra'.

Churchill head office is Westmoreland Road, Bromley, but they are part of DLG (Direct Line Group) whose head office is Leeds, as I think was mentioned upthread.

So the repair centre ordered the wrong parts? Then you are being inconvenienced to say the least by your insurer.
Phone again and speak to a manager, tell them what you want (reimbursement of hire costs - they can pay by chaps so same day transfer) and, in a direct but non hostile way, demand they get back to you with a resolution by close of play.
Customer relations don't open at weekends.
You've been let down due to incompetence so you have every right to have a go. You are most definitely not being unreasonable.

velvet it looked like I did call complaint line nad he said he couldnt do anything else - what else shall i say if i call back - ask to speak to team leader? i assume he wil have spoken to one - before he called me back>

I asked them for reimbursement etc - said I had a new born - adverse weather etc AND xmas, he said there was nothing he could do.

he said the repair people were closed and they try and get parts from all over country and it wasnt thier fault.

It's now Direct Group Plc. Address is Bromley one mentioned before. But phone phone phone, please phone. With Xmas holidays etc a letter won't get you anywhere fast. The FOS website has great advice x

I said it was morally repungant and of course there was something they could as a big company and he just said " sorry, there is nothing I can do " and did the broken record thing

No sorry, that's rubbish. They can't blame the repair centre. The repair centre are acting on behalf of the insurer. This is passing the buck. Why should you be inconvenience and out of pocket because of their error? You need to speak to them again. A manager. And if nobody is budging, it's on the phone to CR dept first thing on Monday.

The facts are - you expected your car on Wednesday, that didn't happen as the repair centre didn't order the correct parts, yes, they are trying to get parts from elsewhere but it's still a big 'if'. They should be paying your hire costs from Wednesday till you get the car back. Grrrrrrr for you.

Eliza - say you need him to escalate it to a Team Leader, or a complaint handler (if he isnt one - insurers all have designated complaint handlers). You want to keep getting it escalated til you get someone who can authorise a hire car/exgratia payment (to cover your hire cost etc)

Has he explained why they're not providing a hire car whilst car's in for repair?

Also - another possible - have you tried talking to the garage direct. They will be open tomorrow, might be worth asking if they have a courtesy car available. Probably not but doesnt hurt to ask.

I just called again, got broken record - i politly asked to speak to a team leader - he said that isnt how they work they have no team leader there to talk to - i said i didnt belive him - my DH works in call center I have too - i asked lots to speak to someone else - he just kept saying it wasnt thier responsibiulty i kept saiyng of course it is....

he said the garage was thier responsibilty but this is a parts issue so nothing to do with them.

our cover for hire car only lasts 14 days.

Of course there is a team leader there! I can't believe you are being fobbed off like this! Call tomorrow morning, don't give any details to the person you get through to, just ask to be transferred to a manager. Do not accept that they will get one to call you bsck, just say you will hold for them.
No team leader avail - I don't think so.

i am quite forceful, i did ask over and over ....will try tomorow and as you say not give detials.

i just cant belive they have done this - i have no faith our car will be back by xmas eve either - what if we had to go away!!!

what if my NB needs medical assistance! get her to out of hours or something!!

there might not be anyone more senior there tonight (they close at 8 I think) BUT there will be tomorrow, and if not then definitely on Monday (although it's Xmas Eve it's a normal business day for insurers).

Call tomorrow, say it is a formal complaint. Make sure you get the names of who you speak to.

If they fob you off again tomorrow, let me know - I work for a company that has links to Churchill, I don't have any contacts in that side of the business but I am very good at getting my own way making a successful complaint :)

hopefully you will get it all resolved tomorrow though.

Could you try one of the newspaper money help sections? They have a hotline to the press office and can often get results in a hurry.

Tell them you want to speak to someone more senior - you can't possibly have a call centre with only call handlers and nobody else.

Tell them they are in breach of the FSA's treating customers fairly principles of the product performing as expected, and no unreasonable barriers to claiming (ie: pretending that no manages are available!). Tell them unless it is sorted that day you will be sending a complaint to FOS and to their FSA supervisor.

Best of luck tomorrow.
Shit does happen and mistakes are made but no way should you be the one suffering.
The FOS are all over the insurers due to poor complaints handling, I'm surprised they are not being proactive on this occasion.
In your position I would consider it perfectly reasonable to extend car hire till the next proper working day (or the next day the repair centre is open) and send the invoices to CR.

I would tell them that you're dissatisfied. And are going to report the matter to the financial ombudsman service (you can now insurance companies)

Have they registered the matter as an actual complaint? given you a timescale for resolution, im sure under FSA guidelines they have to give you a complaint reference number and timescales for resolution?

Have you asked what the escalation process is as no team leader is available?

He bascially said it was the company who supply the parts fault - but as he couldnt talk to anyone at the car place tonight - it could have been thier fault - and if they cover the garage - they should give us the benefit of the doubt and supply us with a car.

As someone said - they can use discretion - i totally understand that - i understand they can't supply extra days cars for all those who ask- BUT this is what I would call exceptional circumstances....baby - rain - xmas!

Yes will call again tomorow but aside from car have extras stresses this xmas - and already feel v stressed and worn out!

I told him I wanted to make sure he logged our circumstances, that he told me no supervisor was availble and that I would be requesting a copy of the notes written about us - at that point his voice waivered and he suddenly said " is this a home claim".

I will also threaten ombusdmen tomorow as well.

re complaint he said - something about call me back in 48 hours - and if not resloved then 5 working days or something....

all a very long time if we dont have a car.

I said - he should re coup our 90 quid already spent on the two extra days - he should pay for the hire car until at least monday and get on the phone to the car repair company on monday and give them a kick up the back side...

So have you still got the hire car?

If so just tell then you are not being inconvenienced over Christmas with a new born baby and they can collect the hire car when they deliver your car back in pristine freshly valeted condition.

Why are you going along with what they tell you! You tell them! It's unacceptable and that's that. Tough shit on them. There's no way I'd be even having that conversation in the first place. It would have gone something like

'Mrs Ilove I'm afraid your car won't be ready yet.'

Me: 'Thats quite alright, I've got a hire car.'

Them: 'oh your cover runs out/ we need the car back'

Me: 'uh, no, you get your car when I get mine'

End of discussion. Seriously.

Hope you get some satisfaction. Insurance companies are a total pain in the arse.

yes but hire compnay and insurance are different - and hire car has our credit card....we really couldnt afford any more to even risk it...