Who can I report this to?

[justamumseekingadvice]

Hello everyone! 👋

Last year I bought my first car and took out a black box insurance (the type which is fitted to your engine). I had a couple of minor accidents as most new drivers do, however every month on my driving report I always had high scores and was rewarded with bonus miles for good driving.

This year my insurance was up for renewal and because of the accidents that I had, my insurance went up slightly, and I had a cheaper quote from another insurance company so I chose to go with them instead because it worked out about half the price (still a black box policy but one that sticks on the windshield instead and connects to your mobile phone).

A month or so into my new insurance policy, I noticed that my scores had dropped very low (I’m talking from 90’s range to under 10 points). I knew that this was not correct at all because I have always driven safely (the first accident was not my fault, I was hit at the back, and the second accident involved an ambulance and I completely panicked and couldn’t pull over in time but had only been on the road around a month or so) and on top of that, because I now have slight agoraphobia since the pandemic started, I rarely go out and only drive my car around once a week within a 2 mile radius of my home.

I complained to the insurance company straight away and they said that they would investigate and let me know the outcome, I waited their reply which never came, and I ended up being in hospital for a long time so I didn’t get round to chasing it up, but equally because I hadn’t been driving during that time I wasn’t exactly worried about having a low score for bad driving - because no driving was happening!

Today, I get a random email completely out of the blue saying that because of my low driving score (for bad driving) my policy is now being cancelled and I have 20 days to find a new one.

I rang them and disputed this based on the fact that 1; I had a good history with black boxes until I went with them. 2; I raised a concern about the low score weeks ago which they were supposed to investigate but evidently have not or it wouldn’t have reached this point and 3; they are supposed to give out warning emails before cancelling a policy and the last email I got from them was 3/4 months ago.

The manager is due to ring me back tomorrow to discuss it because I was EXTREMELY unhappy that I tried to resolve this with them weeks ago and now I’m going to be left uninsured and unable to drive my car IF I need to because there is no way I’m going to be able to afford an initial deposit on a new insurance on top of Christmas, and I have a physical disability so I can’t walk to places I need to get to either.

If I was driving stupid every single day I would suck it up and get on with it, but I barely drive and when I do it’s always normally and safely - and now I’ve had a policy cancelled through absolutely no fault of my own and have the financial impact of this happening too.

If I can’t resolve this with the manager, who else can I report this to?

They asked what kind of solution I am seeking and I am thinking to either set me up on another policy free of charge of initial deposit, or reimburse me some of the money I have paid to be able to afford a new policy with someone else - is this unreasonable?

Ive been driving for ten years and I've scratched a car once, because someone drove and parked behind me whilst I was reversing onto a road... I am shocked you've had so many bumps

I don't think you're as good at driving as you think you are

From the link @WouldIBeATwat shared:

In what circumstances would you cancel my YouDrive policy?
We give you a better price when you buy your policy in return for keeping your driving score above 30. So, if your score falls below this, we may have to cancel your policy.

Your policy may also be cancelled if you break the speed limit by 30mph more than once, don't share your driving data with us, or select the 'passenger' status in the app too often.

If your policy is cancelled for any of these reasons, you won't have to pay a cancellation fee, so you'll only pay for the time you've been insured by us. You'll also have 20 days to find a new insurer. And, if you get in touch to cancel your policy yourself, you won't have to declare the cancellation to any new insurers.

@Skyll the only reason they would have is the low score - I’ve not got any notes on the trips or lost any ‘bars’ for speeding. I’ve never used the passenger option.

HOWEVER

I raised the low score with them a while ago and they never sorted it out or sent me a new tab like they said they was going to and never investigated whether it was faulty or not.

@Skyll and I’ve just checked and my score is over 30 at the moment.

Then it’s because, as they say, you are “not sharing your driving data with us”.

This may be because of their faulty equipment but as far as they’re concerned, you’re not sharing your driving data with them.

@Skyll are you seriously not understand what I’m saying? I know it’s not sharing the data with them and I asked them to fix the problem WHICH THEY HAVE NOT - so whose fault is that?!

If I didn’t raise it with them then fair enough but I did!

@Skyll if it’s their equipment that isn’t working and I’ve told them this - how is that fair on me to cancel my policy and leave me in the lurch like that?!

I’m understanding exactly. What about it are you not understanding? As I said you can argue your case with them or cancel the policy yourself and organise different insurance. Those are your options 🤷🏼‍♀️

You were probably rude to the person on the phone too and they thought fuck it I'm not helping her

@cultkid no I wasn’t rude on the phone at all, but thank you for your completely unnecessary and non related comment.

The OPs problem is that they are exhibiting a pattern of behaviour that has tripped any number of alarms in the underwriters systems.

Due to a clause in the RTA, insurers can find themselves on the hook for a claim even when they have cancelled a policy. I know this because it cost my last employer a few million in a claim. That was over a black box balls up. (Not their biggest claim, which exceeded £10 million and had to be palmed off to a reinsurer though).

So if they are being over-cautious, there is a reason.

Can you prove you were in hospital from the point you complained about the equipment not working and then sending the letter? If you weren’t in hospital for all that time they would reasonably have expected you to be in touch.

A SAR would unearth any comms they sent but take longer than the time you have. Again if they can prove they sent comms and weren’t aware you were hospitalised you’d be on the back foot with this.

Has your score ever dropped below 30? If so then that clause could be invoked and you’ve signed up to it.

You can appeal to them but if you haven’t been proactive about a problem you raised, it’s unlikely to get anywhere.

Phone them today, say "can I please get the investigation outcome because my policy is being cancelled through no fault of my own"

If there's no outcome, tell them you want to cancel the policy today.

Then raise a formal complaint and find a new insurer.

It might cost you more on your insurance but if the insurer cancels it you'll pay extortionate amounts trying to get insured again.

Hi op , my friend had trouble with Hastings too . I’m no expert but try to call or email again asking for it to be escalated. If no joy I would cancel before they do . Your next insurance will ask if you have had insurance declined or cancel this could have an impact on the cost .

Cancelling the policy yourself seems to be the best option. Lack of communication and their failure to address the problem of their equipment not working.

Really not understanding why people are being such dicks on this thread tbh.

I've had one accident in my nearly 20 years of driving, it happened when I first started driving and I bumped into someone. I've never done it since and OP may not. I am not a bad driver because of an incident that happened 19 years ago for goodness sake.

I've also had someone drive into the back of me too, I don't count that as it had nothing to do with me! Fortunately neither if these incidents required going through the insurance.

OP if it's their faulty equipment then of course you're not unreasonable and they should be fixing the issue and investigating what has caused it.

Personally I would have chased it up but I appreciate you were preoccupied with ill health which is understandable!

People have focused on your saying it's normal for a new driver to have a couple of minor incidents and gone from there. I agree with PPs that I wouldn't consider it normal but I doubt it's uncommon either for people to have a scrape or very minor bump in their first year/s driving. And no it doesn't mean it's going to be a monthly occurrence from then on.

@MinuteToFive I agree, I can’t understand why people are being so awful to the OP on this thread either. I’ve been driving over 20 years, at the beginning I reversed into someone by accident in a car park and someone pulled out and hit the side of my car. Nothing was claimed on insurance but regardless, accidents DO happen!! Get over yourselves ffs.
Also, OP said the policy was taken out after the accidents and policy provider was very aware. Read the post!!
OP as PPs have said, get onto complaints - make sure everything is in writing. Cancel your policy before they do! Good luck

Obviously the “get over yourselves” and “read the post” comments were not at you Minutetofive but aimed at the holier than thou previous commenters who must never have had an accident, read all the terms and conditions and cannot accept that in their perfect world, an insurance providers equipment might be faulty?!!

@justamumseekingadvice honestly OP, if you're with Hastings I would cut my losses and cancel your policy before they do so you don't need to declare it as that would make any future insurance sky high if you get insured at all.

When I worked in insurance we had to deal with Hastings a lot and they were one of the most difficult insurers to deal with, so many people have issues with them. They're a lot cheaper than others, but they're cheap for a reason.

As I said in my first comment if you're not happy with their resolution to a complaint you can complain to the Financial Ombudsman but I don't think you'll get anywhere with this and if you go past your 20 days you'll be uninsured but also have to declare you've had a policy void

Thank you to the last few people who have commented - I really appreciate it! I completely agree and I’ve actually just said the same thing to my Nan - that they insured me really cheaply even after I had claims with another insurer and that should have been a warning sign that they were obviously cheapest for a reason!

I have finally found another policy from John Lewis which is the only one affordable to me but still requires a hefty deposit and double the monthly payments but I had before BUT no black box so hopefully no more issues! 🤞

@justamumseekingadvice ah the freedom of no black box will be bliss!

I've had one accident in my nearly 20 years of driving, it happened when I first started driving and I bumped into someone. I've never done it since and OP may not. I am not a bad driver because of an incident that happened 19 years ago for goodness sake.

I've also had someone drive into the back of me too, I don't count that as it had nothing to do with me! Fortunately neither if these incidents required going through the insurance.

So 2 accidents then (because insurers would count the non-fault one as an accident) both of which would need to be declared if within the insurer’s designated timeframe because they ask for accidents even if they don’t result in claims.

But in any case 2 accidents in 19 years is very different to 1 accident in 6 months or 2 in 2 years. Low mileage rings alarm bells for insurers because those who don’t drive much tend not to have the skills to deal with tricky situations. So this is not at all in the OP’s favour.

Just watch and be prepared for Hastings to charge you for cancelling. I’d argue that if they try it.

But in any case 2 accidents in 19 years is very different to 1 accident in 6 months

It's only different because it's NOW been 19 years. There was obviously a time when it was 1 accident in 6 months, you know... 6 months after it happened

My point was, it's not an indication that OP is a terrible driver who will go on to have accidents every month/year of her driving life. I've never had another one in 19 years. I don't consider myself a bad driver because of that 1 (two if you count someone else going into me) incident two decades ago.

If I'd had 1 accident every 6 months for the rest of time maybe, but simply saying 1 accident in 6 months is bad is ridiculous. It could be the last accident OP ever has for all we know.