So, I’ve just received a letter from GoSkippy’s underwriters about the theft of my last ZZR at the end of November. They’ve decided to cancel my insurance from its inception and refuse my claim on the grounds that I failed to notify them of the previous theft (y’know, the one that had happened a week before, which was the entire reason I was buying a new motorcycle). They claimed that there were no details of the previous theft on the quote I completed online from CompareTheMarket.
Except…
a) both quotes I went through on CTM show that I most certainly DID include the details of the theft; and
b) I actually re-quoted over the phone (and accepted the quote in the same call) whilst sitting in the showroom, as the previous quotes were based off my previous bike (I didn’t have details of the bike I was going to purchase at that point, so used details of my old bike as a placeholder).
To my mind, these are really basic errors to make and show a fundamental lack of care or due diligence in the claims investigation process. Off the back of this, I couldn’t in good conscience, recommend them to anyone.
And yes, I’ve sent back a polite yet fairly scathing email detailing just how incorrect their investigations are, and insisting that they re-open the investigation. I’ve also included screenshots of the two quotes showing that the theft was indeed recorded there.
Honestly, I’m pretty fucking disgusted at this, as it seems like a fairly blatant attempt to simply avoid paying out on a legitimate claim.
They were probably banking on Ges not having kept them
me_groovy
Wouldn't surprise me... But funnily enough, with this being my second insurance claim in a matter of months, I'm somewhat paranoid about making sure I have everything ready to hand etc.
You can also contact the Financial Ombudsman if you don't get anywhere with GoSkippy.
ShaunC
That's the plan. I'll give them until Thursday and if I haven't heard back by then, I'll escalate to the FO.
Gesthemene
I think you need to give them 2 weeks so depending on when you sent it just be conscious.
Legally any organisation has at least 7 days to respond to written requests but do let us know how this pans out! sounds like you may have a fight on your hands.
I have to say although I’ve been completely honest in mine quotes as well I’m with goskippy so hoping I don’t have any issues or I could be looking at a fight as well…
You can also contact the Financial Ombudsman if you don't get anywhere with GoSkippy.
ShaunC
That's the plan. I'll give them until Thursday and if I haven't heard back by then, I'll escalate to the FO.
Gesthemene
I think you need to give them 2 weeks so depending on when you sent it just be conscious. Legally any organisation has at least 7 days to respond to written requests but do let us know how this pans out! sounds like you may have a fight on your hands. I have to say although I've been completely honest in mine quotes as well I'm with goskippy so hoping I don't have any issues or I could be looking at a fight as well..
The Sleeper
From what I was reading here, it's more like 8 weeks for a response. I'll definitely keep you all informed. The fact that it was *this* blatantly wrong makes me think that they were either just genuinely mistaken (new claims investigator in their first week?) or that there was something actually mis-entered from their side of things (in which case, having them actually listen to the call should put it to rights). Either way, I'm confident that my own conduct was completely above board and honest, and I doubt they're actively trying to screw me out of a legitimate claim. I know this is in direct contrast to one of my replies an hour ago, but I've calmed down a little now and am thinking more rationally about it :P
When you took the policy out they should have sent you some documents confirming the information you had given. If they are online you may have to log in to view them. They will probably argue it is down to you to check the information is correct
^^^ I was literally typing something similar to that when your post popped up. The insurance company will always make it clear that the onus is on the policy holder to check that all the details are correct.
I would resend your last email and add the word complaint in the subject. They are then obliged to spell out how they will manage the complaint and the procedure to escalate to the Ombudsman. It should make them wary of trying to pull a fast one.
When you took the policy out they should have sent you some documents confirming the information you had given. If they are online you may have to log in to view them. They will probably argue it is down to you to check the information is correct
T cat
Except that they didn't and I requested that they send them the last time we spoke on the phone. We'll see what happens though...
Might be worth asking for recordings... Although a lot of companies charge for them or 'cannot find them'
Serrisan
I'd love to see what the outcome of this will be once GDPR hits, as this would be data pertaining your details you'll be within your rights to ask for a copy or ask them to delete it.
Might be worth asking for recordings... Although a lot of companies charge for them or 'cannot find them'
Serrisan
I'd love to see what the outcome of this will be once GDPR hits, as this would be data pertaining your details you'll be within your rights to ask for a copy or ask them to delete it.
The Sleeper
Yyou can already ask for your data I believe. GDPR enables it being deleted.
You guys think you have it bad? Try working for somewhere that for 15 years saved files wherever they liked with almost no structure and no permissioning!
