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Original poster

Cancelling auto-renewal of home insurance - problems!

16 replies

TheDetective · 05/04/2015 00:33

My home insurance is due to be renewed today. I've done this, taken out new cover (with same insurer, ironically). However, when I tried to contact them to make sure my renewal was cancelled, I was on hold for 40 minutes. It was then I discovered that actually, the call centre (actually, I think it is a branch that it puts you through to - Swinton) was closed. I was on hold for nothing! Was feeling rather irate at this. So I looked online at how to cancel. You can't. Hmm Other than by phone.

No email addresses, nothing.

But it is Easter Sunday, followed by Easter Monday. They won't be open. Obviously.

I've now discovered they want to charge me £25 as I won't have cancelled the renewal before the renewal date. Hmm Hmm Hmm.

I've obviously tried to call them as above. I've also put a message on their facebook page, and sent a facebook message, to show that I am trying to not fecking renew.

They are still going to charge me that bastarding £25 aren't they?! I know I could have called sooner, but I didn't think it would be so fecking difficult to stop it autorenewing! (The letter doesn't have the call centre opening times on it - so no indication that it would be closed today when I called).

OP posts:
catzpyjamas · 05/04/2015 00:35

I think that you have 14 days after a policy starts to cancel it? Check your terms and conditions.

Original poster
TheDetective · 05/04/2015 00:35

Oh, and the messages and calls are dated to 4th April, so before the renewal date of 5th April. Surely that should show I have attempted to cancel it?

I'll be so bloody mad if they charge me. Especially as I've just taken a new policy with them (that they will also charge me £25 for if I cancel it!!!!).

OP posts:
Original poster
TheDetective · 05/04/2015 00:36

Yes, I do, and yes, it says you have the 14 days. But they still get to charge me £25 for it. Bastards, bastards, bastards!!

OP posts:
catzpyjamas · 05/04/2015 00:42

Can you email them?

catzpyjamas · 05/04/2015 00:45

Surely the fact that you have taken another policy with them should stand in your favour? If not threaten them with whatever ombudsmen they come under. Good luck!

Original poster
TheDetective · 05/04/2015 00:58

They have no email address whatsoever!

That is why I ended up sending them a message via facebook!

I'm so annoyed at myself. If I had realised on friday, I could have sorted it then!

I just didn't have the money to pay the premium for next year until the 4th, which is why I waited. GAH!

OP posts:
catzpyjamas · 05/04/2015 01:09

Well hopefully the messages that you left on fb will be enough proof of your attempts to get in touch. Buggers!

Original poster
TheDetective · 05/04/2015 01:12

Fingers crossed!

I'm sure other insurance I've had didn't charge you to cancel in the cooling off period! It isn't like me to miss something like this either.

It was only through looking through their website at how to cancel at renewal that I discovered the bloody charge!

Won't be taking it again next year. They weren't even the cheapest! It was just that I didn't know who the two cheaper insurers were!

OP posts:
HermioneWeasley · 05/04/2015 01:25

I don't think they can charge you to cancel in the 14 day cooling off period

Original poster
TheDetective · 05/04/2015 01:28

This is what they state :(

"2) Within the ‘cooling off’ period
If you cancel your insurance, before the end of the ‘cooling off’ period, you will be charged by the insurer for the service they have provided up to the point of cancellation. We will also make a cancellation charge of £25. Our new policy inception or policy renewal service charge and any credit card handling charge made for arranging your insurance will be
refunded."

Swinton's Guide to Being Robbing Bastards

OP posts:
bobs123 · 05/04/2015 01:36

Can you just cancel the payment with your bank? Do you have online/telephone banking?

HermioneWeasley · 05/04/2015 01:43

Ok, so if they apply it you write and complain, explaining what you've put here, and threaten them with FOS if they don't waive the charge

Original poster
TheDetective · 05/04/2015 01:47

Ironically, my previous monthly DD was around the figure they charge to cancel....

They actually take money from you before renewal! See below...Angry

"Renewal deposits from direct debit customers
Up to one month before your renewal date, we will collect a deposit payment ahead of your new policy commencing. This will be for the same amount as your monthly payment on
your current policy. This deposit will be deducted from your next year’s renewal cost. If you decide not to renew with us we will refund this payment to you. If you don’t want us to
take this payment please call us. Please do not treat our taking of this payment as renewal of your policy, it is simply a pre-renewal advance payment. We will hold
this money in a statutory trust account in accordance with Financial Conduct Authority (FCA) Client Money Rules until the earlier of a) your renewal premium
becoming due or b) you confirming that you do not wish to renew. In the case of a) this amount will then be held by us as agent of the relevant insurer and then
used against your renewal premium. In the case of b) this payment will then be refunded to you. Any interest earned in respect of the monies held on your behalf in the
statutory trust account will be retained by us. In the event that such interest exceeds £20, then we will seek your consent to this arrangement."

So I could cancel the DD, except they already have the money pretty much, as my last DD went out on 1st April. So I'm £25 down regardless I suppose.

Shady buggers. I did make sure my messages to them were polite. Since it seems I am in the wrong even if I bloody disagree!. I just hope they write it off...

OP posts:
catzpyjamas · 07/04/2015 23:21

Did you get it sorted TheDetective?

Original poster
TheDetective · 08/04/2015 00:54

Yes, I did! Just came on to update! Email response to my Facebook message this morning!

"I'm sorry you were on hold so long, I have passed your comments onto our telephony team as it does not create a good customer experience if the phone places you on hold when our offices are shut.

As your policy was due over the weekend it was automatically renewed on our last working day which was Thursday. I have however, cancelled your policy from today though of course, I have waived any costs for the few days cover and I will not charge the cancellation fee either.

Because the policy was renewed on Thursday, you will receive policy documents and a letter from our accounts department confirming new payments for the forthcoming year as they have already been sent to you. You can disregard the letter as the policy has now been cancelled and your deposit of £23.24 will be refunded to you within the next 3 - 5 working days.

I trust this resolves the issue though if you require any further assistance then please do not hesitate to contact me.

Good result - was expecting the worst! Hooray! :)

OP posts:
catzpyjamas · 08/04/2015 04:00

Nice one Smile. Good that you got a quick response too.

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