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Help on car insurance no claims bonus please? (Extra help with rapid bonus policy please!)

Benjimoron Avatar
8y, 1m agoPosted 8 years, 1 month ago
Just got a really strange letter from Norwich Union, it says that the police have informed them that I might not live where I say I live and I might not have the no claims bonus that I say I have. I don't have a clue where the police have got their evidence from but that's another matter.

So where I live is easy to prove, I can send them proof of that.

Now my no claims bonus is made up of one year of Tesco and 3 years of Norwich Union. Norwich Union want proof of no claims discount from previous insurer seeing as they know I've got 3 years with them. So I've phoned Tesco who tell me that my year's no claims from 3 years ago is no longer valid. I asked why and they tell me that it's only ever valid for 2 years to which I point out that if this was true then you could never get more than 2 years no claims bonus.

Now I thought they were getting confused about me wanting to take advantage of a years no claims from a few years ago and I've not have insurance in the meantime. I made it clear to them that I have had insurance non-stop for the whole time, just I transferred to Norwich Union as when my renewal came up it was a better price. The manager told me that it's definately no longer valid as I haven't been using it for the past 3 years. I told him that I have been using it as it's been noted on my policy with Norwich Union that I have a years no claims with a previous insurer.

Tesco have insisted that it's not valid as I hadn't passed proof onto Norwich Union within 2 years. I never knew that you had to and Norwich Union haven't asked for it until this point.

So, where do I stand?

Thanks!
Benjimoron Avatar
8y, 1m agoPosted 8 years, 1 month ago
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#1
I would take all the letters you have to Citizen advice and ask them to help, if the don't have a specialist in that field they will point you in the right direction, They are very good at what they do.
#2
I think the fact that you got the letter and will get back in touch with them will be proof that you live there.

With the NCD they should have asked for this sooner from you. You should send in proof when switching insurers, but thats not the point here. Basically now they can, and should contact Tesco on your behalf and determine the fact that you were with them for a year and had made no claims. That should be sufficient. Otherwise you should contact Tesco and ask for them to provide written confirmation of this regardless of dates. All companies need to keep customer records for a certain period of time (not sure how long but is deffo longer than 2 years), so if they don't have this, they've broken the law.

Good luck with it
#3
Just checked and the legal stance is - financial institutes may have to keep some information for up to six years in accordance with the Financial Services Authority regulations (taken from http://www.ico.gov.uk)
#4
Thanks, Tesco have agreed to send proof out to me but are insisting that it's not valid.

I never knew you had to send proof when you switch providers? If they needed it why haven't they asked for it before now?
[mod]#5
I've had 3/4 different insurance companies in last few years (eg Tesco, Diamond, Privilege), but they've all asked for written proof of no claim bonus to be supplied on renewal within a certain time period when joining new insurer. I have had to follow up getting written proof on a number of occasions though from the company I was leaving - had biggest problem with Tesco who took 3 attempts to get the correct number of years.

They take the proof of no claims & add it to their system, so when they issue proof it will be a combination of previous companies & therefore, in theory, always the correct cumulative amount with relevant accident info etc.

I tend to renew online though (& check for cheapest equivalent deal each year on renewal hence the reason I've changed a few times), & it's normally clearly stated in application process & in subsequent paperwork.
#6
Benjimoron
Thanks, Tesco have agreed to send proof out to me but are insisting that it's not valid.
I never knew you had to send proof when you switch providers? If they needed it why haven't they asked for it before now?


That's got to be the most stupid thing I've heard for a long time !! Tescos saying they'll write and confirm you didn't make a claim whilst with them, but that's not proof you didn't make a claim - der !! :roll:

Honestly, I swear these insurance people pass the time by playing games like 'who can come out with the biggest load of codswallop this hour'
#7
Benjimoron
Thanks, Tesco have agreed to send proof out to me but are insisting that it's not valid.

I never knew you had to send proof when you switch providers? If they needed it why haven't they asked for it before now?


Yeah, if you don't provide it to them, they can void and cancel your insurance. The proof will be their letter??? Not sure why they say it won't. Probably call back and speak to someone else?
#8
milesy29
Yeah, if you don't provide it to them, they can void and cancel your insurance. The proof will be their letter??? Not sure why they say it won't. Probably call back and speak to someone else?


I need to speak to Norwich Union and see if they're going to accept it. Can't see why they shouldn't.

Seeing as they haven't asked for it until now I don't see how they could say it's not valid.

I may be guilty of not reading the small print but something this important that they could cancel my insurance for should be obvious for the customer and they should ensure that it's done if it's going to cause a problem later on.


Any ideas why the police have passed this information on to them? I've not had anything to do with the police so I don't see where they've got their false info from?
#9
Norwich Union don't ask for proof of NCD. Or at least they didn't when I worked there.
Tesco are 100% correct in saying that their proof of NCD is no longer valid. In this case, the letter they are sending out is what Norwich Union are looking for, but if you went to any insurance company with proof that letter as proof of NCD it won't be valid.
#10
sigma
Just had a double check through my previous paperwork, proof can be your renewal notice which will show your no claims bonus & the insurance company details. Doesn't have to be a specific letter, but I know I had requested these in the past - they can issue them as soon as your policy has expired with them.

Also checked my Tesco paperwork from '05 & it clearly states that proof of no claim is required. it sounds like it's Norwich union that have made the error not making the same request when you joined them & then not following up request after 2/4 weeks when you didn't send proof.

They don't seem to be being very helpful at all Benjimoron :-(


As far as I know they've never asked me to send them proof, unless it was in the small print that nobody ever reads. Even if it was they should have contacted me sooner if they wanted it.

I don't have a renewal notice from years ago, I doubt very much that I'd have kept it. I probably should but you can't keep everything can you?
#11
Benjimoron
As far as I know they've never asked me to send them proof, unless it was in the small print that nobody ever reads. Even if it was they should have contacted me sooner if they wanted it.

I don't have a renewal notice from years ago, I doubt very much that I'd have kept it. I probably should but you can't keep everything can you?


Thye would only ask for it if you make a claim!! Can't quite understand why myself!
[mod]#12
All your insurance details, MOT, car registration documents, No claims discounts etc are now held on a central electronic database - that's why renewals (MOT, Road Tax, Insurance etc) can now be done electronically as everything can be cross referenced online.

Maybe is just some sort of internal system audit that's carried out & discrepancies are passed on to companies to be verified rather than anything you've done ?
#13
peteivy
Norwich Union don't ask for proof of NCD. Or at least they didn't when I worked there.
Tesco are 100% correct in saying that their proof of NCD is no longer valid. In this case, the letter they are sending out is what Norwich Union are looking for, but if you went to any insurance company with proof that letter as proof of NCD it won't be valid.


Thanks, this is what I explained to them though. I need it for my current insurer who I've been with since the day I left Tesco. I thought they were thinking I wanted to use a no claims discount from years ago that I haven't been using.

The manager from Tesco was very clear that I haven't been using my no claims discount that I earnt with them whilst I believe that I have. I have told Norwich Union that I have it every time I've taken a policy with them (got a new one each time rather than renewing).

So IMO that means that I have been using it, Tesco manager says NO!
#14
peteivy
Thye would only ask for it if you make a claim!! Can't quite understand why myself!


You can't understand why they ask you for it when you make a claim?

I assume because if it was found to not be valid it would give them a get out clause in order not to have to pay.
#15
sigma
All your insurance details, MOT, car registration documents, No claims discounts etc are now held on a central electronic database - that's why renewals (MOT, Road Tax, Insurance etc) can now be done electronically as everything can be cross referenced online.

Maybe is just some sort of internal system audit that's carried out & discrepancies are passed on to companies to be verified rather than anything you've done ?


So why does it say that the police have notified them? Wouldn't it say that they've cross referenced and just need to check?

I'd phone up the police and demand to see their evidence but I really can't be doing with the hassle.
[mod]#16
Don't some motorways now have camera's that register licence plates & check vehicle information is up to date ? I've read about that recently. Maybe it's something like that that's triggered it. It's very weird the way it's been phrased though from Norwich Union.

This is the thing I meant >http://www.openrightsgroup.org/orgwiki/index.php/National_Vehicle_Tracking_Database
#17
sigma
Don't some motorways now have camera's that register licence plates & check vehicle information is up to date ? I've read about that recently. Maybe it's something like that that's triggered it. It's very weird the way it's been phrased though from Norwich Union.

This is the thing I meant >http://www.openrightsgroup.org/orgwiki/index.php/National_Vehicle_Tracking_Database


I assume they do but why would that make it think that I don't live where I say I do and have the no claims bonus I say I do?

It all seems a bit strange to me, am going to phone them in the morning and give them a right beating as this has really wound me up. I wouldn't mind if it had said they need proof from previous insurer but it's the way that they've accused me of lying and breaking the trust that is required when taking out insurance and getting the police involved. It's all a bit confusing, I've read it a few times now and I'm still not totally sure if they're saying I can't currently drive my car or not. I can't imagine that they are, I need to read it again when I've calmed down.
#18
Benjimoron
You can't understand why they ask you for it when you make a claim?

I assume because if it was found to not be valid it would give them a get out clause in order not to have to pay.


Nooo. :p

I can't understand why they only ask for it when a claim is made. They should ask for it when the policy starts!

As far as Tesco are concerned, you haven't been using your NCD (that you had with Tesco) They won't know if you have got insurence elsewhere or not since leaving them!
#19
I hope you don't get the people I spoke to from Norwich Union.
They were from their Indian call centre and I couldn't get them to understand me.
Wasted nearly 4 days with them and changed insurance companies in the end.
And that was for something quite straight forward.
#20
Getting no where fast!

Phoned up and got put on hold for ages only to be told that the person who deals with it is on lunch and will be back in 5 minutes. Told them I'd wait 5 minutes then. They said they couldn't let me hold so I'd have to phone back. Told them I want to speak to someone else who can deal with it then. Apparently they only have one person in the whole company who deals with this. Asked to speak to the manager as it's ridiculous that only one person can deal with it. Told to fax my complaint as no-one will speak to me. Bit difficult seeing as I don't have a fax machine.

So phoned back to be told that the only person who deals with it has just started her lunch and won't be back for an hour!!! Told them I want phoning back at 3pm on the dot. Will believe it when I see it!
#21
These people are completely f******ing useless!!! She keeps having a go at me for not letting her speak when I'm not saying anything!

Turns out it's nothing to do with the police, I've asked for a formal apology as it really wound me up.

We've got to the point where she's said that I don't have 4 years no claims bonus as 2 of those years were rapid bonus policys (Norwich Union do them where you earn a year's no claim bonus for 9 months, you pay a premium for this). I realised a while ago that only Norwich Union would count them as they couldn't tell another insurer that you have a years when you only have 9 months.

Now she tells me that they can choose whether to accept it or not??? How can they do that? I've paid for 3 years no claims with them and a year with Tesco so I have 4 years. They surely can't just choose not to accept the rapid bonus policy???

Any help please???


EDIT - The fire alarm went off so I've got to continue with them later! Convenient!!!
#22
And apparently someone with my name and date of birth is driving a fiat punto and they think it's me!!
#23
Phoned Norwich Union main centre and have been through it with them and they say I've got 4 years no claims. They say they have to accept the rapid bonus policy so they are trying to talk to the police department for me.
#24
This reminds me of dealing with British Gas!

The advisor just told me she's putting me on hold as she's got another call coming through!!!!!!

She had a go at me when I asked her to repeat a date she had said as I didn't hear it.

Nearly there I think, they've said that they can see my policys on their system and I don't need to provide proof anymore, not sure what the whole argument was about then!!!
#25
1 hours 18 minutes on the phone and they've finally let me speak to the manager who has confirmed that all they need is my driving license and they'll get a formal apology to me.

Told them I'm leaving when my policy is up. Have never had to shout at the top of my voice at customer services before. Am going to ask for the recording of the call I think.
#26
Benjimoron
1 hours 18 minutes on the phone and they've finally let me speak to the manager who has confirmed that all they need is my driving license and they'll get a formal apology to me.

Told them I'm leaving when my policy is up. Have never had to shout at the top of my voice at customer services before. Am going to ask for the recording of the call I think.


There should be no problem with that as they record each and every call. Best of luck :thumbsup:
#27
peteivy
There should be no problem with that as they record each and every call. Best of luck :thumbsup:


Cheers, I'll probably just forget about it though!
[mod]#28
Benjimoron
1 hours 18 minutes on the phone and they've finally let me speak to the manager who has confirmed that all they need is my driving license and they'll get a formal apology to me.

Told them I'm leaving when my policy is up. Have never had to shout at the top of my voice at customer services before. Am going to ask for the recording of the call I think.


I've been out most of today, but I'm really pleased you got it (kind of) sorted out eventually. I can honestly say I wouldn't go near Norwich Union now. It's not because a mistake happened, most companies have problems, what I measure customer service against is how they then go about rectifying the problem. In this case enough said :x
#29
sigma
I've been out most of today, but I'm really pleased you got it (kind of) sorted out eventually. I can honestly say I wouldn't go near Norwich Union now. It's not because a mistake happened, most companies have problems, what I measure customer service against is how they then go about rectifying the problem. In this case enough said :x


Cheers, ironically I expect I'll stick with them too as they offer the best price. I've come to expect this sort of service from every company so I'm not going to pay extra to get treated the same.

At the end of the call I asked the manager why it had taken two hours to get to the point where she admitted that she could see 3 years on her system and all she needed to do was phone Tesco to check that I've had 1 year there.

Her answer was that I didn't give her a chance to speak in the whole two hours! She had plenty of chance to say that she could see 3 years and would phone to check the other one. It takes all of about 10 seconds to say that sentence.

I think I will follow it up with a complaint, I bet they'll make me pay for the recorded call!

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