Caravan Guard

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Jason's complaint against Caravan Guard

Jason King

24/02/2015

[RESPONDED] What a Racket

Complaint against Caravan Guard

I am moving house and phoned Caravan Guard to advise my new address. I was charged a £15 'Policy Admin Fee' to change the address on my caravan insurance policy. Obviously I have no choice but to change the address otherwise the insurance would be invalid. What a racket. I am sure they are entitled to make such charges, but doing so is not going to endear them to their customers!

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Caravan Guard has responded

  • Comments (10)

[User Deleted] | | VERIFIED

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Caravan Guard Insurance | | VERIFIED

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Caravan Guard Insurance | | VERIFIED

We are sorry to hear you were disappointed with the service you received. Mid-term adjustments occur when customers make changes to their policy and can include a change in unit, storage or home address. Most insurers charge admin fees for mid-term adjustments. We charge £15, some caravan insurers charge significantly more. Details can be found in the policy’s Terms of Business Agreement. Policyholders receive a printed copy of this & advisers notify them of the fee upfront.

Jason King | | VERIFIED

Listing the charge in your Terms of Business Agreement doesn't make it acceptable. Of the myriad changes of address that I have had to advise as part of my move, Caravan Guard are the only company to levy a charge, I believe this to be an incredibly cynical practice given that customers have no choice other than to pay the charge if they wish to maintain their insurance. I also believe the level of the charge is excessive for such a basic administrative service for existing customers.

Caravan Guard Insurance | | VERIFIED

Hi Jason, many thanks for your response. In addition to detailing fees in your TOBA, we also allow customers a 14-day period in which to read through their documents and cancel the policy without charge if they feel it isn't quite right for them. Another key reason why insurers like ourselves charge admin fees to customers who need to make a change, is to keep the main premiums lower for everyone. If you have any further comments, please email [email protected] or call 01422396777

Jason King | | VERIFIED

You seem to miss the point; of the myriad companies I had to change address with (including various other insurance companies), only Caravan Guard charged a policy admin fee. Limited space here, but your office staff who I spoke to change address are an overhead, you pay for them whether I change address or not - no justification for a charge there. Posting out new policy documents doesn't cost £15 either and all other insurers managed to do that FOC as well.

Caravan Guard Insurance | | VERIFIED

Hi Jason, we aren't able to comment on how other companies charge for policy adjustments. We appreciate that this fee may seem high, but it far more competitive than most other caravan and motorhome insurance providers. We remind customers of the charges involved on the initial call, on policy documents and we offer the 14-day grace period. I'm afraid there isn't much more we can do on this occasion. If you do have further comments please email us directly on [email protected]

Jason King | | VERIFIED

Perhaps you don't want to comment on how other companies charge, but you can comment on how Caravan Guard charges and offer some explanation as to why Caravan Guard charges an exorbitant £15 fee for a simple administrative change that all other compaines I contacted managed to do for free.
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