Car Insurance question

McWotever

Hi, I've a few questions to ask here, so bear with me.

My car insurance is due for renewal and I have been sent all the usual details by my current nationwide broker. The NCD is at point 3 on the scale. I entered the insurance agreement last year on point 5. I did however have a claim during the year, thinking that I had a full no claims protection in place.

On inquiring I was told this is not the case. I have kept all my original documents from when I was taking out the insurance. On the document called "product suitability" there is a section describing how a person qualifies for full no claims protection. When taking out the policy I met all this criteria.

On further inquiry I was told that although on the above document that may be the case, it was not included on my schedule of cover. On reading the schedule of cover I was advised a code of "xxx" was not written on the schedule and that I should of noticed this, therefor I am not covered with full no claims protection. There was a number of "endorsements" on my schedule that are all codes which required me to refer to the policy booklet. These all seems to be normal standard endorsements and nothing to do with driving history.

I would like to thank the "you should of read the schedule forensically" brigade in advance, but I will not find that helpful.

My questions are this:

What act covers insurance brokers? Are they subject to the sale of goods and supply of services act? Or are they governed by another?

If so, I agreed the terms of the contract based on the "product suitability" document, worded in plain English and not codes.

The broker over the phone is basically saying the underwriter is saying this, that and the other. They are basically fobbing me off to them. Again if Insurance brokers are covered under the sale of goods and supply of services act, am I correct in thinking that I should continue talking to the broker as I paid them not the underwriter, and therefor hold a contract with them.

I have not exhausted the internal complaint system yet, so I am not yet at a stage where I can contact the financial ombudsman. Is the Irish Insurance federation would a buzz?

Thanks

McW

chris85

They are regulated under the Intermediaries Act 1995.

The thing is the policy terms may have stated what qualifies for NC protection but if it is not requested as part of policy then these terms do not apply.

Did you ask broker at start that you wanted NC protection?

McWotever

It was sold to me with full no claims protection. I didn't request it as such, it was sold to me as part of the package. It was part of the full no claims protection, windscreen cover, legal expenses, and driving other cars speil that they rattle off.

Otis Driftwood

The Broker isnt fobbing you off tbh.

They dont make the rules when it comes to underwriting,the insurance company does.

While the Broker is an intermediary,when it comes to claims then it is the actual insurance company that handles it as they will have specialist claims handlers,the broker wont.

The broker also probably deals with alot of different companies and every company has different under writing rules.

Your only hope is if the broker has call recording.If they do then they have to provide you with a transcript of the conversation but can charge you for it,usually around 6.50 or so.

If you were told by the broker the price quoted was including full NCB cover and you paid the premium offered including it then they are legally bound to accept the cock up as they sent you incorrect documents.

If they dont have call recording you are basically screwed as its their word against yours and you signed the proposal forms accepting the policy as it is.

McWotever

Didn't realise they actually kept tapes and you could get them. I'll try that avenue. But I do have a document stating that I qualify for for it. It just seems it wasn't applied to the policy. Talking to my new broker he says it happens regularly.

peteb2

lets be clear here. Stating that you qualify for something does not necessarily mean that you are entitled to something. For example they may for you to qualify for full ncb protection that you must have 5 years ncb and have had no claims in the 5 years. But unless you paid and requested no claims bonus protection then you don't get it. Whether you qualify for it or not!

When they sent you a written quote did it say the quote included ncb protection?

McWotever

Spent the past number of weeks ringing, emailing and sitting in the brokers office. No one would ring me back even when they promised they would, no one would reply to emails.

However, in the post today I got confirmation that I indeed did have 5 yr NCB. No apologies, nothing. Think someone needs to do a course in customer relations. Small victory against the man!