You endured policy complications after an insure broker's employee offered advice on the deal
My friend bought a car and accepted an insure quote of £925 from Aviva, through the broker Allen & Allen. I agreed to pay the premium and my friend would repay me. A few days after I paid, A&A cancelled the policy saying its agent should not have offered advice. My friend had to find insure elsewhere and I was promised a refund within five days. The money did not arrive and, when I phoned, A&A said the policy was still valid, though it was cancelled, and it they needed proof that my friend was covered elsewhere before it could refund my money. I emailed his new cover note and phoned several times but have still not received the refund. DE, Swansea
Allen & Allen says this is an isolated incident for which it apologises. It says it regularly reviews policies and procedures "to ensure this type of error does not occur". I asked exactly what the error was but A&A replied only that it had already provided its response.
Presumably the agent said more to you than he should have done, which was picked up by internal monitoring. If so, A&A was right to cancel the policy, although surely it could then have taken you through the correct process. It was certainly wrong to take so long to return your money. At least this has now arrived, together with £25 of high street vouchers.
You can email Margaret Dibben at your.problems@observer.co.uk or write to Margaret Dibben, Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU and include a telephone number. Do not enclose SAEs or original documents. The newspaper accepts no legal responsibility for advice.
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