NCI Insurance

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Aimee 's complaint against NCI Insurance

Aimee Hill

11/02/2019

[RESPONDED] Unfair treatment - Car Insurance

Complaint against NCI Insurance

Good afternoon I understand you must receive many emails of this nature so i will try to be as brief. I have a Car Insurance policy with yourself. I was sent a letter on Friday stating that i was being charged £72.11 to remove my named driver. Previous to this I was not sent any chaser emails asking for me to upload the licence information, only an email saying you 'have amended my policy details' i clicked on the links and they do not take me to any letter asking for the licence details - so this is already against trading standards as i was not made aware of what you needed I had one phone call on Monday 4th February which i missed as i was on a flight back from Germany. I called back on the 8th as soon as i received a letter detailing i owed the £72.11 and i was greeted by a very unhelpful and rude customer service agent saying that he cannot do anything and i requested a call back from a manager I uploaded the licence details immediately Friday (which is a clean record hence i would not withhold this details deliberately) I was called back on Monday at 11.20am and i discussed the fact i will not be paying that fee as i believe that this is a huge breach of customer care and i am appalled. I wanted to help and cooperate, however that fee is un-affordable. The manager who called me also stated that my requests for licence details were mentioned via the portal emails (which simply stated your documents have been updated) and a letter sent (which a blatant lie as i did not receive a letter previous to the 8th February - and i would have no reason but to respond as i had the licence details) Finally when enquiring to your customer service team on the cost of cancelling my policy i was told it would be over £250 - despite the policy documents stating 'no more than £50 + the usage of the policy so far. I apparently clicked a box with t's&c's stating these charges, but these are not present on any documents on the portal - more misleading and further proof that the customer service part is so terrible. I have attached a screen grab of my portal - with no area showing a letter requesting licence details of the named driver, and no 'amended policy documents' as stated on my email. I am currently very upset with the way that my account has been handled, when i am an honest customer, who had all the relevant document details they needed. I would gratefully appreciate if you could remove this fee of £72.11 - as otherwise i will have no choice but to make formal complaints to trading standards, your company and publicly announce this via - Money Saving Expert, consumer help groups, trust pilot among other avenues. I trust you will be able to help me with my complaint, i appreciate your time. Best regards, Aimee

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NCI Insurance has responded

  • Comments (1)

Richard Fox | | VERIFIED

Please accept our apologies Aimee. I note that your concerns were dealt with and your cover has continued. I'm sorry you feel the communication was not satisfactory but note we followed procedures to request documentation and advise of additional fees that would need to be applied due to not receiving the required documentation. I’m glad to see your policy has continued with no areas of concern.
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