I TRIED TO CANCEL A BREAKDOWN POLICY USING QUOTELINES OWN TERMS AND CONDITIONS, BUT QUOTELINE WOULDN'T EVEN RESPOND TO MY EMAILS/LETTERS/FAXES - LET ALONE REFUND THE MONEY I WAS FULLY ENTITLED TO. AVOID AT ALL COSTS UNLESS YOU LIKE THROWING YOUR HARD EARNED DOWN THE PAN.
AVOID AT ALL COSTS!!
I used the internet search engines to find the most reasonable quote for home insurance, and came across these clowns. Good premiums, so I set up a policy. I had never made any form of claim before, so after the heavy snow last year damaged guttering and led to damp and mould ingress in two upstairs bedrooms I rang the company for advice. I stress advice, I 'enquired' as to whether I was covered and if so what the process would be. I was told in no uncertain terms that I wasn't covered as I couldn't provide an EXACT date for when the damage occurred. A little odd I thought, however as I was only enquiring I wasn't too bothered.
Imagine my surprise when a couple of days after the telephone call I received a letter from the company informing me that my policy had been cancelled.....! Why? It said that due to the nature of the claim (?) they were cancelling the policy! WTF! I rang up and went mad, they said there was nothing they could do for me at that time, and left m[e without home insurance over night as I tried to sort something out. Also worth bearing in mind is that as they CANCELLED the policy on me, it meant I had to declare this fact and only two companies in the country would cover me, and they were THREE times the price.
It took a massive email complaint with threats to take legal action that led to them reinstating the policy and apologising for their mistake... the person who took my call recorded it as massive flood damage.... which they still would not have covered.
All sorted out in the end, however, I never heard from the company again, even at renewal time they did not get in touch, so my policy expired and I haven't heard anything else from them. Thank goodness
Our car insurance was up for renewal at the end of January 2005. We had previously been with the AA but felt that there were more competitive prices to be had.
Although I don't drive, I take charge of the day to day running of things like Insurance and bills, so it was my mission to find a cheaper quote for my partner. At the time we had an M Reg Ford Escort and paid £550 per year Fully Comprehensive. I had previously used Insurance search engines such as Confused.com and Money supermarket but felt that I may get a better deal by dealing directly with the Insurer.
I initially used Google to search for 'Cheap Car Insurance quotes'. The search provided me with the details of many of the larger Insurance companies such as the AA, Norwich Union, etc. I had approached these companies online the previous year and their quotes were always much higher than the smaller companies.
After my somewhat unsuccessful search on eBay, I went on Yell.com and typed in 'Car Insurance covering Manchester' and was rewarded with an array of local Insurance companies. Many of them were big Insurance companies with local branches near me. Yell.com provides the full company details such as address and telephone number and, for those companies who have one, a website.
Quoteline Direct seemed to be the only Insurance Company I hadn't heard of, so I decided it give it a go. They were also quite local, based in Old Trafford, Manchester.
I clicked on their website link, on Yell.com and it quickly took me to their home page. Their website address is www.quotelinedirect.com. The layout of their website is clear and easy to understand. It gives you six main options - Private Car Insurance, Home Insurance, Commercial Insurance, Motorbike Insurance, travel Insurance and Breakdown cover. I clicked on Private Car Insurance. You are then taken to the Interactive Private Car System where you can then enter your details to get a quote. The quote took around 5 minutes to complete and the information they requested was clear to understand. After entering all information, they calculate the quote and offer you a further £2.00 off your quote if you choose to enter a prize draw. Unfortunately, as I later learnt, this meant that my email address was passed onto god knows how many companies and I am receiving quite a bit of spam as a result.
My premium was then displayed on screen and it offered a substantial saving of over £100 per year. This was by far the best quote I had had and decided to take it. Unfortunately, you cannot complete your quote online. You are provided with a Reference number and they ask you to call them to complete the quote.
I promptly rang them and gave them my website quote reference number. They retrieved the details but had to go through the whole process again to verify the information. Although I realise this was for Data Protection reasons, I was a bit miffed that I had previously provided them with this information and presumed that all I would need to do was ring up, give them the reference number and pay my deposit.
It took around 10 minutes for them to complete the quote and arrange payment. However, there was a benefit to ringing as they offered around a further £20 off the policy.
If you choose to pay monthly, rather than annually, you can pay your deposit by either Credit or Debit card and your monthly payments come out of your account by Direct Debit. I'm not too sure if there are set payment dates but our payment was taken out of our account on the 7th of each month.
After paying the deposit and accepting the policy, it took around 5 days for the paperwork, including the temporary Policy Note, to arrive. Even then we were not issued with the 12 month Policy note but one for a month, as we had to sign and return paperwork which essentially asked us to agree to the Policy and its Terms & Conditions. An SAE was provided to us for this purpose.
We sent the paperwork off and again received our 12 month policy note around 5 days later.
In the 2 months that we were with them, we had no problems. Payments were coming out on the specified date and we were more than happy with the price, even if it was a bit of a pain going through their rigmarole.
However, only last week, we purchased a new car. As we were happy with Quoteline direct, we decided we would stay with them and I logged onto their website to do a quote for the new car so I could get an idea of price. I obtained the quote, which I was happy with and rang them.
I got though to Customer Services and explained that we already had a policy with them and we needed to change the car details on the Policy. I was put through to Sales. I again explained that we already had a policy and we needed to change the car on the policy. I was told that we couldn't just change the car details but that they would have to take me through a new quote. This concerned me a bit as this is not what has happened in the past - you ring them with you new car details and they tell you how much extra, or less you have to pay. I didn't see the point in doing a new quote so I again explained this. At this point I had been on the phone for 20 minutes. I was told that the Sales advisor would need to speak to his manager. I was left on hold for a further 15 minutes. I know this as I have a timer on my phone so I knew exactly how long i had been onto them.
The Sales advisor eventually got back to me and put me back through to Customer Services. They said that they would need to speak to my current Insurer, as they are only a broker. Again, I was on hold for 10 minutes. Eventually, I was told that the change of car details would need to be faxed to the Insurance Company, as they do not accept these details over the phone. It would be done immediately and I would receive a response from them within the hour. This was on Thursday 17th Match. We planned to pay for the car on Friday 18th and so it was now a matter of urgency. Had I anticipated all of this messing around, I would have rang the week before!
I did not receive a call back from them within the hour and rang back after this time, to speak to the advisor I had previously spoken to. H e was on the phone and so I left a message and asked if he could call me back immediately. I gave three different numbers that he could contact me on. By 6.30pm that evening I had still not received a call back. I had originally contacted them early afternoon that day.
I rang them again and was kept on hold for around 30 minutes while they located someone who could help me. Someone eventually came back to say they close at 7pm and there was no-one there to help.
After becoming extremely irate by this time, I demanded a message be left for the advisor dealing with this issue and asked them to call me back first thing in the morning, when they open at 9am.
They didn't........I had to call them again and was told that the Insurers had 'finally' got back to them and the new quote would be over £1,000! I asked them how they had managed to come to this when I received a quote off their website the previous day for over £350 less. They asked me if I had entered the correct details in on the website to which I replied I had.
I decided that as I was getting nowhere with them, my Partner could ring. He contacted them immediately and spoke to the same advisor, the advisor told my partner that there is no way insurance for our car (a 2.0L Renault Megane Coupe) would be less than £1,000 and I must have entered the wrong details - I didn't!
They really weren't helping the situation and we felt that their total lack of concern with regards to our situation was not acceptable. After further searching, we decided to go with www.quinn-direct.com (review coming soon!). They offered us an excellent deal, and I KNOW I entered the details correctly.
The downside to it is that we now have to pay a cancellation fee of £56.00 to Quoteline Direct. I know this is to be expected but I really felt they didn't do all they could to help.
Overall, I was initially happy with the service but it became apparent the advisors I spoke to didn't really seem to want to help and continued to dispute everything we said to the point of becoming downright rude!
Just in case you do want to contact them for your Insurance needs, here are their details:
0870 444 0870
This company have gone down even further in my estimations!
Last week, we received a letter from Finsure Finance, the company who provided the finance thorough Quoteline Direct to enable us to be able to pay the Insurance premiums in instalments. Apparently we owe them £321.00 in unpaid Insurance premiums!!!!!
To say we were surprised was an understatement! When we cancelled our Insurance with them, we agreed a cancellation charge of £56.00. I wasn't over the moon about this but we accepted it - it was part of the contract that we signed, that we would be charged a cancellation fee should we cancel. We paid the £56.00 and thought that was the end of it.
In the meantime, we sent our Policy note back to them via 1st class mail. Guess what .they didn't receive it. But they only decided to tell us this over 2 months later, when issuing us with a final bill.
After a very long conversation on the phone with the morons at Quoteline Direct, they said that as Finsure had received confirmation that the 12 month Policy note had been returned, they decided they would just keep on charging us!
I argued with the 12 year old on the other end of the phone that them not receiving the Policy note back was hardly our fault - the fact that they didn't even contact us to let us know they hadn't received it totally dumbfounded me - any 'proper' type of company would keep on top of things like this.
I was asked if we still had the Ford Escort er, no! That's why I initially contacted Quoteline Direct to change the Insurance from a Ford Escort to a Renault Megane. They said that we would have to sign a 'Lost Policy Note Declaration' to say we don't have the Policy note. They also made us aware that if we do have it, we could face prosecution for using a no longer valid Policy Note. Bloody fools!
Anyway, we received the 'disclaimer' for the Policy Note on Saturday and duly returned it signed and sealed. I also put a little note in to say how unimpressed we are with their service and if they continue to issue demands for payment we do not owe, then I shall have no hesitation in contacting the Financial Ombudsman.
They rang Jay this morning to say that they had received the disclaimer but now want confirmation from the DVLA that we have sold the car - it seems they don't believe that we don't own it anymore. The 'advisor' seemed bemused at the idea of us contacting the Financial Ombudsman - let's hope he laughs on the other side of his face when I do!
Sooo they want the letter we received from the DVLA confirming transfer of ownership. Except I don't have it anymore. I'm very good at throwing things away and presumed that we would never need it ..I'm now facing hours on the phone to the DVLA and Finsure Finance to resolve this situation and to see if we can obtain some sort of documentation from the DVLA to confirm we sold the vehicle.
I shall never ever use Quoteline Direct again, no matter how cheap they are. I can't abide companies who don't try to do the best for their customers and these certainly haven't tried at all.
On the search for ever cheaper motor insurance, I came accross Wilsons. We got a quote online, which was so favourable we signed up. The first years cover went without a hitch. After renewal we started having a few little troubles. Our policy price went up, then two payments went out of our account on the same day with no explanation, apology or refund. To contact them by phone is very expensive. The prefix to their phone number is 0870, and so premium rate. The minimum phone holding time was ten minutes, the maximum fifty minutes (average fifteen to twenty minutes). The operators on the whole were helpful to the best of their knowledge. We moved onto another company (budget insurance) as Wilsons wouldn't insure a second driver with a four year old driving conviction. In summary, it seemed a cheaper option initially, but after al the phone call costs and the increased cost of renewal it turned out to be an averaged priced policy.
I have recently lost my job and so when my car insurance premium became due in July and my insurers had upped the price by £20 despite me having another year's no claim's bonus, I decided to shop around. Time was no objective here, so i checked out just about every car insurance site that Google could find. My current insurers had quoted £220. Quoteline provided me with a quote of £120. They had a good list of insurers that they used and the site ran quickly and smoothly. My main problem was that I could not buy on-line. What a pain it is to input all that information, get a quote, and then not be able to buy the policy. Instead I had to write down a reference number and ring the company. To be fair they are open long hours but it is still a pain to come off-line and dial up when so many companies offer the complete on line package. I rang them and got a fairly friendly girl, but it was obvious that she was either a trainee or a complete plank. During the conversation, and bear in mind, she already had my information on the computer in front of her, she went off *three* times to get assistance from someone else. Anyway I bought the policy and the cover note came through promptly. I have sent off comfirmation of my No Claims Bonus and not heard anything else yet, except they did send me a large money off booklet. The cover note runs out on August 9th (I am writing this on 29th July) and to be honest I'm getting a little anxious. I know many of the other companies have left it till the last minute so I am probably unduly concerned. I am also waiting for the credit card bill to see the total there. All in all, the jury is still out, but overall I would say give them a chance to quote you. They were certainly head and shoulders over everyone else on price.
My brother, heavily into fashion, has a saying; "It's not how much you pay, it's how much you save", and my little story certainly testifies to that. I decided to try the internet for insurance quotes. The Quoteline Direct site in particular was very thorough indeed, then quoted me £1,200 - about £200 more than the others. I moved on. Two days later, I recieved an email from them, saying that there were questions that I hadn't answered, would I like to call them on the telephone - I could save up to £400. Well, I called them back, and after about 10 minutes of confirming my original answers ("yes, I'm still 25; yep, still Male; no convictions yesterday"), a new quote came out at surprise surprise, a lower amount! It's probably very above board and legal, but is still a scam. This is how I think it works: Give a quote in internet, vastly over average price Wait two days Send new email, promising deals Get call, flaff around for a bit, strike with better deal Punter thinks they save £200, on phone, so they're feeling safer with their credit card Get business. Nasty, nasty, nasty. Althought the site itself is quite slick, and as I said previously, thorough, I have a feeling of mistrust, and am keen to hear other user's stories, to see if the same miracled result occurs for them too! One other word of advice for insurance companies: make sure your employees can be understood if they are in telesales!