Anyone had this, bizarre insurance...

[JayEmm]

So I recently got the Excel to go with my Evora. On the advice of Kimbers, I decided to get insurance through Adrian Flux. They tell me we'll need to see some details, licence, mileage proof etc.... yeah, yeah all fine.

One day after collecting the car I get a fairly passive agressive text, along the lines of "We need to speak to you urgently. Your insurance is at risk of being cancelled". So I phone them up.

"Oh hello sir, yes we see that you may have made a claim and not declared it"

So I told them, I've never made a claim in my life

"We have a claim under your surname, at an address you're registered to"

So I asked them to explain. They said it was in October 2013 and the address was a postcode in Bury St Edmunds. My mother lives in Bury, I used to live at home before I went to University (10+ years ago). She had her car driven into when it was parked a few years back.

I decided to tell them all that was necessary and that I have not lived at the address since 2007 officially, nor did I make any claims, ever. They keep repeating "You were registered at this address"....

Yeah, but not WHEN you say this accident was and it was very definitely not MY car. I pressed them and asked if every time someone with the surname Martin, who lives in a house I've been registered to (about 13 properties) then they'll threaten to cancel my insurance. No response.

She just kept repeating "You were registered at this address".

 

Has this happened to anyone else? I mean, I really don't understand how they can have enough information to know where I used to live, but not enough to see that it was my mother who made a claim, on her policy, on her car, at her house.

It didn't help either that even though I called them within seconds of the text being sent, I got a passive-aggressive email from them (with a PDF attachment stating what they wanted to say, how helpful) and then A WEEK LATER a letter saying the same.

 

I swear these people are like some sort of corporate Voight-Kampff test.

[andydclements]

Rip them to shreds via their own internal complaints process, demanding an apology and redress for the stress caused, the if they don't go via the FS ombudsman where any complaint costs them money. By escalating it will get the attention of somebody in a senior role and they may well realise the person was acting inappropriately or their company policy is inappropriate.

[NR2k]

I have had a similar experience with another insurer. I have never made a claim for anything other than a windscreen and they were accusing me of not declaring 3! they were very intimidating on the phone, and felt like they were accusing me of lying.

We have also had problems with declaring an accident my husband had when he hit a deer. This did not result in a claim, but being honest souls it was reported to the police and declared to the insurer. Now because some muppet has ticked the wrong box somewhere this is showing as having made a claim.

There seems to be no way of getting whichever database these companies are using corrected to actually show the facts.

[JayEmm]

@NR2k I can sympathise. When I changed insurer for my van, my old insurer told my new one that I'd had two accidents! I phoned them and said my girlfriend (also on the policy) had, but not me. They were adamant that it was me. I phoned old insurer, said "Hey you've said I had two accidents" they said "You have" and I said "No, GF has"..... "Oh yeah, you're right....".... "Well, can you phone them and tell them you've made a mistake?" "No, can they phone us?" "Why should they, you gave them false information! If I'd done that it would be an offence!"

Etc...

[910Esprit]

1 hour ago, JayEmm said:

swear these people are like some sort of corporate Voight-Kampff test.

I suspect you have hit the nail on the head.   I see Adrian Flux are a customer of Synetics Solution's SIRA fraud screening software.   I would guess that's come up with a false positive 

[andydclements]

45 minutes ago, JayEmm said:

@NR2k I can sympathise. When I changed insurer for my van, my old insurer told my new one that I'd had two accidents! I phoned them and said my girlfriend (also on the policy) had, but not me. They were adamant that it was me. I phoned old insurer, said "Hey you've said I had two accidents" they said "You have" and I said "No, GF has"..... "Oh yeah, you're right....".... "Well, can you phone them and tell them you've made a mistake?" "No, can they phone us?" "Why should they, you gave them false information! If I'd done that it would be an offence!"

Etc...

When it's like that explain the Data Protection Act to them, their legal responsibility to accurately record and process data, having passed it to another party when inaccurate they had better sort it or it's a criminal matter.

A credit card company had me down as having defaulted on a debt, that debt was the fraud where they issued a new card to me and closed the account with the incorrect marker in place. Somewhat altered my creditworthiness until I found it.