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Original poster

Car ins cancelled by email?!

33 replies

cardrama · 09/10/2022 14:26

I've discovered my car insurance was cancelled by email. I had paid for the policy in full by direct debit auto renewal, printed the certificate off and forgotten about it for the year. They then had sent an email requesting a further £60 which I didn't read (I wasn't expecting anything from them and it wasn't marked as urgent etc) and then a further email cancelling my policy. I received no letter or phone call and had no idea they wanted more money and had cancelled my policy.

Are they not obliged to check that I knew I was now uninsured? I would have thought they would need to call or send a letter (surely by recorded delivery too)? I'm really shaken that I wasn't insured.

OP posts:
NotJustAnybody · 09/10/2022 15:32

I can only think that there may have been a 'preferred method of contact' and if you didn't chose, the default was email. They are not obliged to check you didn't know.
It all sounds a bit odd though. If they'd put your annual premium up at renewal, the dd would have simply increased and I don't get why they asked for an additional upfront payment. Mid-term adjustments are usually dealt with by increasing the dd and sometimes new dd's require an upfront payment by card. Had the finance provider changed by any chance?

I'd get on the phone to them first thing Monday and ask what this extra £60 was for.

SunshineClouds1 · 09/10/2022 15:36

What was the £60 for?

Any numbers you didn't know trying to call you and you didn't answer?

They tend to ring, text then lastly email.

Insurers can cancel your policy at anytime but the reason tends to be more serious than a missing payment as there is several attempts first.

lickenchugget · 09/10/2022 15:36

Was the increase because of a speeding fine in the previous year or anything?

Email notifications are standard now, and they’ve sent two, so I’m not sure you can claim you weren’t notified.

I think you’ll also have to declare that your last insurance was cancelled by the provider when you apply for new insurance.

Original poster
cardrama · 09/10/2022 16:26

The £60 extra was for a 'claim' that had happened two weeks before renewal. I phoned to report the incident, they said as my car was not damaged then there was no claim and nothing to do (this will be recorded). They did not take a report or take the photos of the damage to the other car that I had taken. After the renewal they decided to increase the policy cost but I didn't know this. They didn't take the extra by dd like the renewal cost. I have and still have 15 years of no claims so it's odd that it's a claim increase. Today they inform me there was a claim against me which I have never been asked about or notified of. I have not reported this to my insurance on my husbands car as no one told me about the claim. I reported the incident on the day and the call recording will confirm I was told there was nothing for me to do.

OP posts:
prh47bridge · 09/10/2022 17:17

No, they are not obliged to check that you know you are uninsured.

Did they refund your premium?

Contact your insurers as soon as possible and see if they will reinstate your insurance. If they don't, you will have to declare that your insurance was cancelled when applying for insurance, which will lead to some providers refusing to insure you.

Original poster
cardrama · 09/10/2022 17:26

I called and insured again with them the minute I knew. I will never use them again though. I've started a complaint and will follow up with the ombudsman. Im shocked they can leave you illegal like this. I had no idea. I'll be checking my car insurance monthly forever now. I guess it pays to try to sue them for costs and to rescind the cancellation as I'll be affected forever if I can't clear my name.

OP posts:
SunshineClouds1 · 09/10/2022 17:27

Even if the claim is down as notification only it will still trigger a premium rise for the risk.

I'm assuming you got your renewal invite a month prior with the figure, rang about the claim 2 weeks after so they have needed to add it on tbf.

SunshineClouds1 · 09/10/2022 17:28

It would have said in the email if you don't pay by x date we will cancel.

Original poster
cardrama · 09/10/2022 18:10

SunshineClouds1 · 09/10/2022 17:28

It would have said in the email if you don't pay by x date we will cancel.

It did, but it's useless sat in my junk Mail. I'm shocked they don't have to notify you properly. I'm very luck to have not been 'caught' had an accident and be able to pay for the sharp cost rise. I'm taking it further as I'm sure others wouldn't be this lucky.

OP posts:
RiderOfTheBlue · 09/10/2022 18:14

They did "notify you properly", you just didn't see it.

SunshineClouds1 · 09/10/2022 18:16

It did, but it's useless sat in my junk Mail. I'm shocked they don't have to notify you properly. I'm very luck to have not been 'caught' had an accident and be able to pay for the sharp cost rise. I'm taking it further as I'm sure others wouldn't be this lucky

They did though, via email.
Junk or not that's not their issue.

Original poster
cardrama · 09/10/2022 18:17

RiderOfTheBlue · 09/10/2022 18:14

They did "notify you properly", you just didn't see it.

So odd they don't have to send recorded delivery notification or call or something given the enormous circumstances of not having car insurance. Im still shocked.

OP posts:
lickenchugget · 09/10/2022 18:17

Email is valid if that’s how they normally communicate with you. It wouldn’t change for a cancellation.

Oblomov22 · 09/10/2022 18:39

Did you not notice the refund or the stop of dd?

Oblomov22 · 09/10/2022 18:40

But no. I wouldn't like it. I'd assume I was insured for the year unless I contacted them to cancel.

KevinsChilli · 09/10/2022 18:42

Did they not refund you your money after they cancelled?

Original poster
cardrama · 09/10/2022 18:42

Oblomov22 · 09/10/2022 18:39

Did you not notice the refund or the stop of dd?

I paid in full with my husband's cc, I never saw the refund.

OP posts:
Chesneyhawkes1 · 09/10/2022 18:51

I had this years ago but they had sent me a recorded delivery letter which I never received and they had no signature for.

I was paying monthly and my DD had still gone out. I only found out when a police car pulled me over and said I didn't have insurance.

I rang the company from the police car and they said they would refund the last 2 months direct debit as my insurance had been cancelled 🤦‍♀️

I got 6 points and a hefty fine! Plus my car was taken there and then.

In hindsight maybe I should have contested it, but I just paid up.

Oblomov22 · 09/10/2022 18:52

Well you better check with Dh if the refund has come through then!

Original poster
cardrama · 09/10/2022 19:45

Chesneyhawkes1 · 09/10/2022 18:51

I had this years ago but they had sent me a recorded delivery letter which I never received and they had no signature for.

I was paying monthly and my DD had still gone out. I only found out when a police car pulled me over and said I didn't have insurance.

I rang the company from the police car and they said they would refund the last 2 months direct debit as my insurance had been cancelled 🤦‍♀️

I got 6 points and a hefty fine! Plus my car was taken there and then.

In hindsight maybe I should have contested it, but I just paid up.

Wow! I'm lucky I haven't been pulled over or worse crashed.

OP posts:
AdInfinitum12 · 09/10/2022 19:48

cardrama · 09/10/2022 18:10

It did, but it's useless sat in my junk Mail. I'm shocked they don't have to notify you properly. I'm very luck to have not been 'caught' had an accident and be able to pay for the sharp cost rise. I'm taking it further as I'm sure others wouldn't be this lucky.

Show quote history

They did notify you properly. It's not their problem you've not checked your junk folder or ignored their initial email. Why do you think email isn't a valid form of communication?

AdInfinitum12 · 09/10/2022 19:51

Also did you reinstate your policy with them or begin a new one?
If you just began a new one you'll have to declare to all future insurers that you've had a policy cancelled. It makes finding insurance trickier and usually more costly.

Qwerkie · 09/10/2022 20:02

The insurance company I used to work for would send 2 letters or emails and if no response a third one by recorded delivery before cancelling. Being left without insurance is a big deal - one email doesn’t cut it

Original poster
cardrama · 10/10/2022 07:07

AdInfinitum12 · 09/10/2022 19:51

Also did you reinstate your policy with them or begin a new one?
If you just began a new one you'll have to declare to all future insurers that you've had a policy cancelled. It makes finding insurance trickier and usually more costly.

With them for this reason until I can sort it out. I will never use them again from choice. It's LV=.

OP posts:
Original poster
cardrama · 10/10/2022 07:08

Qwerkie · 09/10/2022 20:02

The insurance company I used to work for would send 2 letters or emails and if no response a third one by recorded delivery before cancelling. Being left without insurance is a big deal - one email doesn’t cut it

This is what I would expect, I trusted them to insure us!

OP posts: