Why do insurance companies get the data protection act so wrong - HotUKDeals
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Why do insurance companies get the data protection act so wrong

loll1es Avatar
6y, 5m agoPosted 6 years, 5 months ago
I have just phoned Hastings Direct as they have got some small detail wrong on my spose's car policy, that I arranged for her, they refuse to discuss the changes to the policy due to 'Data Protection laws. The 'Data' I wish to discuss is not personal detail in any way and makes her policy a better policy than the one they have provided. Yet the stupid tart at the other end still refused to make any changes.

I am seeing this abuse of 'The Data Protection Act' in many companies, and call me cynical, but they all have 0844 telephone numbers, where the more times I call them, they make money out of my call, amazing that eh?

Rant over.....and thank you all

This thread is now about milkshakes. Please let eveyone know when was the last time you drank a milkshake and what flavour it was.

BFN

fp
- DJ1
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loll1es Avatar
6y, 5m agoPosted 6 years, 5 months ago
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#1
In before the first post that simply posts 'you're cynical' :roll:
#2
no, you're right they do talk utter sheet, i record these conversations now and play them back and email them, amazing how much back tracking that occurs when I threaten to send it to OFCOM.

When ever creating a new contract over the phone, record it.
#3
Alfonse
When ever creating a new contract over the phone, record it.


you gotta tell them that ur recording i think tho :)
#4
Alfonse
no, you're right they do talk utter sheet, i record these conversations now and play them back and email them, amazing how much back tracking that occurs when I threaten to send it to OFCOM.

When ever creating a new contract over the phone, record it.


Yeah but why hide behind a law that has no precedence, its ridiculous and just frustrates their customers. I have a mind to cancel the policy if it wasn't gonna cost me an extra £80 to the next quote near it
#5
Just been able to speak to them, and they have advised us that they have had a problem with their system! So if they have had a problem, that they are aware of, why on earth are they not contacting the customers who this has affected, making the changes to the policies and apologising for their crappy efforts!!! Ooo, I am going to hit someone in a bit
banned#6
so am i reading this right?
You are trying to make changes to someone elses policy?
#7
colinsunderland
so am i reading this right?
You are trying to make changes to someone elses policy?


yep
banned#8
well what make you think they should do it? which part of the dpa allows them to discuss the account with you, let alone make changes?
#9
colinsunderland
well what make you think they should do it? which part of the dpa allows them to discuss the account with you, let alone make changes?


The DPA covers personal data, I am neither discussing or wanting information regarding any personal data, in fact the girl asked for my spose's personal data to confirm which account I was discussing. I am a named driver on the policy and no personal data changes are being discussed or changed. Makes sense to me :-D
banned#10
if they made changes to the policy then it would be a breach of the act, they shouldn't even have spoken to you about it without speaking to her first.
I fail; to see what the problem is TBH
#11
I received a loan agreement, addressed to someone at my house that I have never heard of - the agreement was for a large loan, and clearly my address was the one they had used to obtain the loan. So I phoned the bank concerned (Lloyds) to try and stop the potential fraud, and they said they would not discuss it with me as the loan wasn't in my name.
After I had made about 6 phonecalls and a complaint, they agreed to look into it, and removed all my address details while they sorted it. Finally I got a written apology.
Personally I hope the person took them for thousands - as long as it wasn't associated with my address.
#12
Are you serious.... LOL

I work for an insurance company.

Lets say someone calls up and adds stuff to the pol or changes your pol without you knowing, you dont think thats a breech of data?

I would like to cancel my ex-wifes policy,, ha ha without her knowing, and you dont think thats a breech ?

At the end of the day, you wanted to change Data to her policy, read the data act mate
#13
Why would an insurance company discuss someone else's policy with someone that isn't the policy holder?

You can complain all you want. It's not your policy to discuss.
#14
It's you that's got it wrong
banned#15
golemsmate
you gotta tell them that ur recording i think tho :)


yes, but as they tell you at the beginning they are recording it, you dont have to tell them you are too!
#16
jubbyme
yes, but as they tell you at the beginning they are recording it, you dont have to tell them you are too!


If you do record the call then you do have to inform them. Listen to any message at the beginning of a call from any company that records calls and it says they "may" record the call (even though they do record each and every call unless there is a system error!)
#17
You can't seriously expect to make changes to someone else's policy and not come up against this problem!!!

Plus you need to tell people you're recording the call if you then intend to play it back to anyone who wasn't on that call!
banned#18
peteivy
If you do record the call then you do have to inform them. Listen to any message at the beginning of a call from any company that records calls and it says they "may" record the call (even though they do record each and every call unless there is a system error!)


No you don't, not if it's for personal use.
banned#19
What a ridiculous thing to moan about OP.

I work for a company where the data protection act has to be obeyed very strictly and you would be amazed how ignorant people are to it. At the end of the day the DPA is protecting the individual, not the company enforcing it.

Its posts like this that really infuriate me, as I have to put up and listen to these kind of idiotic complaints all day!! and the 0844 comment...I think you will find it would be BT who make the money from these numbers, the companies have to pay for those numbers!!!
banned#20
colinsunderland
No you don't, not if it's for personal use.


You just wouldnt be able to use it for evidence in a court or to OFCOM....so kind of defeats the point.
banned#21
mceverready
What a ridiculous thing to moan about OP.

I work for a company where the data protection act has to be obeyed very strictly and you would be amazed how ignorant people are to it. At the end of the day the DPA is protecting the individual, not the company enforcing it.

Its posts like this that really infuriate me, as I have to put up and listen to these kind of idiotic complaints all day!! and the 0844 comment...I think you will find it would be BT who make the money from these numbers, the companies have to pay for those numbers!!!


well most your post is correct, except the companies do make money from 0844 calls
banned#22
Not all do mate, the company I work for does not profit from using an 0844 number. The bills to BT are huge for having the privillige of using an 0844 business number.
banned#23
mceverready
Not all do mate, the company I work for does not profit from using an 0844 number. The bills to BT are huge for having the privillige of using an 0844 business number.


http://www.free0844.co.uk/

theres a company that will provide an 0844 number and pay you 1ppm - and that was about the first result from google. If your company isn't getting paid then more fool them TBH
#24
mceverready
Not all do mate, the company I work for does not profit from using an 0844 number. The bills to BT are huge for having the privillige of using an 0844 business number.


Your company will receive the kick-back in another form.
banned#25
OP,

How did you create the policy, was it via the telephone or internet ?
#26
mceverready
Not all do mate, the company I work for does not profit from using an 0844 number. The bills to BT are huge for having the privillige of using an 0844 business number.



Tell your company to do themselves and their customers a favour and drop the 0844 number then.
Everyones a winner ( Except BT. )
#27
Butterbean;8859758
I received a loan agreement, addressed to someone at my house that I have never heard of - the agreement was for a large loan, and clearly my address was the one they had used to obtain the loan. So I phoned the bank concerned (Lloyds) to try and stop the potential fraud, and they said they would not discuss it with me as the loan wasn't in my name.
After I had made about 6 phonecalls and a complaint, they agreed to look into it, and removed all my address details while they sorted it. Finally I got a written apology.
Personally I hope the person took them for thousands - as long as it wasn't associated with my address.

I have never had to try to change any insurance policy type details for another so cant comment on that directly. However I have had a similar situation to Butterbean in the past. And now I come to think of it similar situation with utility companies when attempting to assist another adult with learning difficulties. So it is fair to say that companies employ staff that do not listen to the explanation. Prefering instead to follow a rule absolutely and respond in an automated manner.
banned#28
WoolyM
I have never had to try to change any insurance policy type details for another so cant comment on that directly. However I have had a similar situation to Butterbean in the past. And now I come to think of it similar situation with utility companies when attempting to assist another adult with learning difficulties. So it is fair to say that companies employ staff that do not listen to the explanation. Prefering instead to follow a rule absolutely and respond in an automated manner.


Thats a little harsh. It's not just a company rule, it's the law, and if they got caught discussing the account with a third party, companies can dismiss on the spot. At the least it would be a warning.

If you are dealing with someone elses affairs regulary, you can send a letter of authority to them to get round the dpa (well not so much get round, but allow them to talk to you)
#29
colinsunderland;8863737
Thats a little harsh. It's not just a company rule, it's the law, and if they got caught discussing the account with a third party, companies can dismiss on the spot. At the least it would be a warning.

If you are dealing with someone elses affairs regulary, you can send a letter of authority to them to get round the dpa (well not so much get round, but allow them to talk to you)

I stand my my original point that many staff do not listen. Then there is the pressure placed on staff to deal with the call as quickly as possible to stop queues building up. It is very difficult with many companies to get to speak to a supervisor or manager. When looked at in context of the larger picture its just a short step away from the job being replaced by automated answering systems when the more human element is removed.
banned#30
Alfonse
no, you're right they do talk utter sheet, i record these conversations now and play them back and email them, amazing how much back tracking that occurs when I threaten to send it to OFCOM.

When ever creating a new contract over the phone, record it.


Do you tell the person on the other end you are recording? If you do, then fair enough. If you don't, then sending it to a third party would be illegal. (There isnt a problem with recording without their knowledge - but there is if you then distribute it.)

I agree with the point you are making though. CS in so many companies lie to you.... particularly in the communication and financial services.

OP.....in this instance the Insurance Company is quite correct not to deal with you unless the other person has given permission to speak on their behalf. Your rant is an epic fail I'm afraid.
banned#31
WoolyM
I stand my my original point that many staff do not listen. Then there is the pressure placed on staff to deal with the call as quickly as possible to stop queues building up. It is very difficult with many companies to get to speak to a supervisor or manager. When looked at in context of the larger picture its just a short step away from the job being replaced by automated answering systems when the more human element is removed.


So you ring them and ask them to break the law, I don't really get how refusing is not listening?

I do agree with it being almost impossible to get a manager with some companies though (British Gas springs to mind!)
#32
guv
Do you tell the person on the other end you are recording? If you do, then fair enough. If you don't, then sending it to a third party would be illegal. (There isnt a problem with recording without their knowledge - but there is if you then distribute it.)

I agree with the point you are making though. CS in so many companies lie to you.... particularly in the communication and financial services.

OP.....in this instance the Insurance Company is quite correct not to deal with you unless the other person has given permission to speak on their behalf. Your rant is an epic fail I'm afraid.


yeah I tell them I'm recording the conversation from the start, sorts out issues later on.
banned#33
Epic thread backfire right here.
banned#34
As VB1 said, this thread has backfired in a most spectacular way. So to breathe some life back into it, let's all discuss the following:

[COLOR="Red"]When was the last time you drank a milkshake and what flavour was it?[/COLOR]

BFN

fp
#35
aScottishBloke
OP,

How did you create the policy, was it via the telephone or internet ?


internet
#36
mceverready
What a ridiculous thing to moan about OP.

I work for a company where the data protection act has to be obeyed very strictly and you would be amazed how ignorant people are to it. At the end of the day the DPA is protecting the individual, not the company enforcing it.

Its posts like this that really infuriate me, as I have to put up and listen to these kind of idiotic complaints all day!! and the 0844 comment...I think you will find it would be BT who make the money from these numbers, the companies have to pay for those numbers!!!


Its ill informed employees like yourself that infuriate me. That woould be the privacy Act, NOT the DPA.

So not only have you been shot down in flames over you 0844 rant, but you are not even correct over the DPA nonsense.

By the way, I fully understand privacy and keeping data private to the individual, but when in this case, I am a named driver, I am bettering the policy and I am not effecting personal data in any way.
banned#37
Alfonse
yeah I tell them I'm recording the conversation from the start, sorts out issues later on.


Good man.... though they sometimes cut you off when you tell them! (I had that with T-mobile.. in fact they had a note on my account to ask if I was recording - and they would refuse to talk if I said I was. An obvious sign of guilt!)

OP... it matters not if you are a named driver, a passenger or if you once ate fish and chips in the vehicle. It's NOT your policy. It might seem annoying, but even if you are acting with authority from the policy holder, they dont know that and its pointless throwing the dummy because what they say is quite correct.
#38
guv
Good man.... though they sometimes cut you off when you tell them! (I had that with T-mobile.. in fact they had a note on my account to ask if I was recording - and they would refuse to talk if I said I was. An obvious sign of guilt!)

OP... it matters not if you are a named driver, a passenger or if you once ate fish and chips in the vehicle. It's NOT your policy. It might seem annoying, but even if you are acting with authority from the policy holder, they dont know that and its pointless throwing the dummy because what they say is quite correct.


I did have a strange issue with BT last year when I moved house. I personally contacted BT discontinue our billing at our previous address (phone only). I then got a new contract on a separate phone call for their broadband service having never had it before. Anywho time went by, all working no probs, then I did have a problem, phoned them up and they refused to speak to me because I wasn't the account holder my wife was!?!? even though she had never spoken to them, and now claiming Data Protection, losers!

Of course I still had the recording for the broadband contract over the phone, needless to say they were not happy that they had mis-sold a contract and tried to lie their asses off until I pulled my trump card and threaten to send it to OFCOM, had a phone call from a Manager in less than 1/2 hour, sorted.

SO i do have some sympathy for the OP because what BT did to me was highly illegal, by creating a contract in another persons name with whom they had not spoken
banned#39
loll1es
Its ill informed employees like yourself that infuriate me. That woould be the privacy Act, NOT the DPA.

So not only have you been shot down in flames over you 0844 rant, but you are not even correct over the DPA nonsense.

By the way, I fully understand privacy and keeping data private to the individual, but when in this case, I am a named driver, I am bettering the policy and I am not effecting personal data in any way.


no its not, its the DPA. What privacy act are you thinking of - can you link to the relevant section?

I'm a named driver on a friends policy, but I am sure he wouldn't be happy if I decided one day to change his policy.
banned#40
What do you use to record your calls alfonse?

I'm thinking about tinkering with Asterisk at home.

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