Debenhams car insurance

[caradelvigna]

I took out car insurance with Debenhams. All fine. Received a letter today (dated 14th April) saying they had cancelled my policy because I hadn't provided them with no claims discount and my license summary. The insurance is cancelled from midnight tonight. Apparently they wrote to me about this. They have sent me emails which were in my junk folder and I've just found them today. I had no idea I had to provide these documents. My previous insurer was Debenhams but I cancelled my policy and took out new insurance with them as it was cheaper than renewing, so they already have these details as I was insured with them previously. AIBU to think I have a case for them to reinstate my insurance? Having a rough day, think I may have coronavirus as I'm so unwell, and now this on top and I'm in tears because they are charging me £75 that I just don't have to cancel my policy. How can I fix this?

Bump

Try calling them.

I had a bad experience with them when trying to make a change and then when not renewing. The call centre staff were really rude and don't give the correct info. I made two complaints and also messaged debenhams on FB who weren't that helpful as apparently the insurance is nothing to do with them. Their reviews are shocking and this is a common complaint. You have my sympathy.

I've tried calling them all afternoon and they won't pick up the phone. It just cuts off. They have reduced staff due to Covid. Just awful customer service. I've just realised they're now taking a broker fee of over £100 on top of the £75. I am so upset. I now won't have enough money to purchase new insurance. £200 bloody quid

Have you tried emailing their complaint dept

You need to persist in calling them. If you try to take out new insurance you're going to have a problem when they ask if you've ever had insurance cancelled.

The fact I've had a policy cancelled puts my insurance up from £500 to over £1000. All because the email went to my fucking junk mail. It literally means I won't be able to afford car insurance again because even£500 was tough to find

If you can get it resolved with debenhams and they insure you again you will not need to declare that you have had a policy cancelled. So wherever possible try and get this resolved with them.
Are you currently using your car I.e are you a key worker who needs to drive to and from work? If not SORN the vehicle if it is on private property and you don’t need insurance tonight.
Email them. Explain concisely that you have not received any post from them so were unaware of the pending cancellation.
You can explain you were insured with them 2019-2020 and they have your documents. For proof of NCB that should be fine as they were your last insurer. However licence summary they are within their rights to request again as you are a new customer from 2020-2021. If you had renewed this wouldn’t have been requested for the second year but at new business the rules are different.

On the recorded message does it state their new opening hours? I work in car insurance (different company) and in the mornings we have had horrendous queues the hour before closing has been really quiet. I would try to ring them then. If you don’t get any joy on the phone ask to raise a formal complaint.
Complaints can take 6 weeks to investigate so not an ideal solution but sometimes just asking to raise a complaint can steer the call handler to help.

Also when you purchased the new policy did you do it over the telephone or online? If on the telephone the advisor should have made you aware and online it should have been in their terms and conditions. If not that would be a further complaint point.
Also how you chose to have your documents. If you opted for postal documents and they sent emails instead of your preferred contact method the FCA would normally uphold that as part of a complaint.

I am a key worker and need access to my car, yes. I am working from home at the moment but that will be changing soon. Thanks for the information. That's helpful. I have sent them an email addressing the issue but have no idea when they will respond. I could cry. Can't believe this could effect me for the rest of my life.

If you got through to me I would ask why you didn’t send in the requested documents. You would say you didn’t know you had too emails went in junk folder and no post plus your last policy was with us.
I would check your last policy check your ncb and that the 2 polices “match” (basically that you’ve not changed your name or DOB or anything crazy like that) ask you to access your online summary and screenshot and email to me or give me the access code so I can look at it.
All fine I would set up a new policy- and transfer whatever refund you were due from the cancelled policy to the new policy. Takes about 20 minutes beginning to end.
No future repercussions.

If you’ve been seeing a price difference online of over £1000 that’ll not be the true price difference btw. A lot of insurers just won’t quote online when that answer is changed to yes. As soon as you explain the situation you didn’t send in documents rather then committed insurance fraud they will be able to quote. Don’t panic. Keep trying debenhams and if you can’t get through go on a comparison website leave the refused insurance question as no to see which insurer can quote first and then phone them. Explain the situation and see if they are still able to quote and if it changes the premium.
Good luck