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Original poster

Insurance direct debit

11 replies

sarp80 · 18/07/2023 10:25

Not sure where is the best place to ask this question, so I'll try here.

I added my new puppy to my insurance for my adult dog in September last year when I brought him home. I'm with ManyPets and it's not cheap so I downrated the level of insurance required but my monthly payment is still about £75 a month for both dogs.

I got an email 2 weeks ago saying that "due to problem with your direct debit mandate" they hadn't collected my payment since October - I immediately checked my bank and found this to be correct and I just hadn't noticed. They say they will now collect the monthly payments but that I have to pay the outstanding amount of over £500! They say they will attempt to collect it with my final instalment or I can spread it over the remaining payments. Neither of these options are suitable, I simply can't afford over £200 for the next 4 months and I certainly can't afford £600 as a final payment!!

My question is, if this is clearly their error (which it is, I received confirmation my direct debit was set up back in October) and they've taken 8 months to contact me about it where do I stand with having to pay this out? I've asked them but 14 days later my email has not been answered and I get the usual "DM us" on Twitter to which they don't respond. Phone lines are jammed all the time. I was really pleased with the company up until they rebranded and now it seems it's all gone downhill. I don't want to renew with them (I've found a far better option elsewhere for my 2 young healthy dogs!) but I just don't know what to do about the situation or if I have any rights about them failing to take my payments according to the schedule.

Any help or advice gratefully received! Thank you Smile

OP posts:
Mintyt · 18/07/2023 10:38

I only work in Car/Home insurance but - as they have not given you notice to cancel the cover and you have not cancelled your direct debit you were covered during the time you didn't pay.
I would advise them you cannot afford the options given. You could cancel and start new insurance elsewhere. You could speak to your bank and as them what the direct debit guarantee covers you for. - but I would raise a complaint and ask your the amount to be waived so you don't need to pay it as they did not call for the payment. You could ( in car and home insurance once they have investigated the complaint) go to the onus man and make a complaint which usually issued a fine to the insurer regardless weather or not the complaint is upheld. Good luck

Mintyt · 18/07/2023 10:39

Ombudsman!!

Original poster
sarp80 · 18/07/2023 10:46

Mintyt · 18/07/2023 10:38

I only work in Car/Home insurance but - as they have not given you notice to cancel the cover and you have not cancelled your direct debit you were covered during the time you didn't pay.
I would advise them you cannot afford the options given. You could cancel and start new insurance elsewhere. You could speak to your bank and as them what the direct debit guarantee covers you for. - but I would raise a complaint and ask your the amount to be waived so you don't need to pay it as they did not call for the payment. You could ( in car and home insurance once they have investigated the complaint) go to the onus man and make a complaint which usually issued a fine to the insurer regardless weather or not the complaint is upheld. Good luck

Amazing, thank you.
I was actually just googling the Direct Debit Guarantee and found information about the Ombudsman.
I've already informed them that I cannot afford the options given but it's so frustrating not getting any response from them and it's the same robot tweet response directing you to DM and then ignore it anyway.
I will write an official letter of complaint and post it to them along with copies of my emails and tell them I will go to the ombudsman if they do not resolve it.
Thanks so much!

OP posts:
Mintyt · 18/07/2023 11:00

I'm sure you will be okay. I'm company would suck up the loss.

hedgehoglurker · 18/07/2023 11:14

Did you make any claims during this period?

Mintyt · 18/07/2023 11:18

@hedgehoglurker even if she did she would be covered because she had not had notice of cancellation.

Original poster
sarp80 · 18/07/2023 11:19

hedgehoglurker · 18/07/2023 11:14

Did you make any claims during this period?

No claims on this policy - the final claim I made is under the previous policy.

OP posts:
hedgehoglurker · 18/07/2023 11:30

One thing I would be mindful of is them cancelling the policy before the term ends, as you still have a few months payments due, just in case this has to be declared when taking out a new policy. Especially if it would also affect declarations for home/ motor policies. Perhaps the PP in insurance could clarify?

hedgehoglurker · 18/07/2023 12:01

Personally, if I was unhappy with them and ready to move to another insurer, I would check the terms of my policy and see if I could cancel it immediately myself. You've made no claims in this period, so I imagine they would accept this without any fuss. A lot less stress than raising complaints and going to ombudsman for the same result.

Original poster
sarp80 · 18/07/2023 13:50

hedgehoglurker · 18/07/2023 12:01

Personally, if I was unhappy with them and ready to move to another insurer, I would check the terms of my policy and see if I could cancel it immediately myself. You've made no claims in this period, so I imagine they would accept this without any fuss. A lot less stress than raising complaints and going to ombudsman for the same result.

They do state I can cancel at any time. If I did that then won't they just pursue me for the £500ish that they say I have to pay because direct debits weren't taken?

OP posts:
BarbaraofSeville · 19/07/2023 06:18

From their point of view, they've provided cover and if they didn't take the money it should still be in your bank account.

It's not their fault if you've spent your insurance premiums on something else and don't monitor your finances so didn't notice that the money wasn't being taken or that you had money in your account that shouldn't have been there.

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