What if?
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haveabeer
Topic author - Senior Second Officer
- Posts: 557
- Joined: January 2013
- Location: Burnham on Sea Somerset
What if?
If you rang a company and asked a question and acted on the response and subsequently you was informed that the information given to you was incorrect and the conversation was recorded,where would you stand could you insist on them hounering the quote or can they just refuse on the grounds that it was human error.
Dave
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Dancing Queen
- Senior First Officer
- Posts: 3819
- Joined: January 2013
- Location: Derbyshire
Re: What if?
Not sure HaB but citizens advice might be able to advise you.
Just as an example I renewed my husbands ( work van ) insurance a couple of years ago, the premiums had become ridiculous so I went with a new insurance company which gave the cheapest quote ( quite well known I would add ) I explained he was in the process of changing vehicles to an estate car, a few weeks later I rang to change the car details and was told "no can do" van insurance cannot be transferred to a car
they did offer to waive the cancellation charge if I insured the estate with them ( a ridiculous amount ) so in the end on principal we lost about £80 by cancelling the policy ... ok I didn't ask the question initially but the fact I had mentioned he would be changing vehicles you would think they might have mentioned it 
to add insult to injury it also took them nearly 3 months to refund the balance.
Just as an example I renewed my husbands ( work van ) insurance a couple of years ago, the premiums had become ridiculous so I went with a new insurance company which gave the cheapest quote ( quite well known I would add ) I explained he was in the process of changing vehicles to an estate car, a few weeks later I rang to change the car details and was told "no can do" van insurance cannot be transferred to a car
they did offer to waive the cancellation charge if I insured the estate with them ( a ridiculous amount ) so in the end on principal we lost about £80 by cancelling the policy ... ok I didn't ask the question initially but the fact I had mentioned he would be changing vehicles you would think they might have mentioned it to add insult to injury it also took them nearly 3 months to refund the balance.Jo
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Keechy
- Second Officer
- Posts: 247
- Joined: January 2013
- Location: East Yorkshire
Re: What if?
Hello HaB.
Any company worth its salt would honour the quote but you can insist on a copy of the recorded conversation. As you were party to the conversation, don't be fobbed off with the Data Protection get-out.
However, I'm not sure where you would stand in court if the recording is announced as 'For training purposes.'
Any company worth its salt would honour the quote but you can insist on a copy of the recorded conversation. As you were party to the conversation, don't be fobbed off with the Data Protection get-out.
However, I'm not sure where you would stand in court if the recording is announced as 'For training purposes.'
Nostalgia ain't what it used to be.
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Kendhni
- Ex Team Member
- Posts: 6520
- Joined: January 2013
Re: What if?
Generally the old E&OE clause kicks in. If it was a genuine mistake or something that could not have been reasonably forecast (e.g. prices reduced) then you probably have little comeback ... apart from a possible 'gesture of goodwill'. it is worth following such things up.
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Peter D
- Second Officer
- Posts: 361
- Joined: February 2013
- Location: NE Wales
Re: What if?
Similar to Dancing Queen. This as happened to me.
Many years ago I only had a motorbike, insured through Swinton. When I decided to sell it and buy a car I telephoned them and asked if my no-claims, 60%, could be transfered to the car. I was informed that it could.
A few weeks later having sold the bike and decided on the car, I telephoned Swinton for insurance for the car. When it came to the amount of no-claims I had, i informed them 60% based on my motorbike. The salesperson then said, sorry a motorbike and a car are two different types of vehicle and you cannot transfer no-claims between them.
I informed the salesperson what I had been told, even telling him the persons name I had talked to along with the date and time I had telephoned. I was informed that I would be phoned back.
An hour later I had a call from Swinton, informing me that what I had been told was wrong, you cannot transfer no-claims between motorbikes and cars, however, there was a recording of my telephone message and in this case they would honour the information given.
So, even if calls are rercorded, take the name of who you are talking to along with date and time of call. It all helps.
Many years ago I only had a motorbike, insured through Swinton. When I decided to sell it and buy a car I telephoned them and asked if my no-claims, 60%, could be transfered to the car. I was informed that it could.
A few weeks later having sold the bike and decided on the car, I telephoned Swinton for insurance for the car. When it came to the amount of no-claims I had, i informed them 60% based on my motorbike. The salesperson then said, sorry a motorbike and a car are two different types of vehicle and you cannot transfer no-claims between them.
I informed the salesperson what I had been told, even telling him the persons name I had talked to along with the date and time I had telephoned. I was informed that I would be phoned back.
An hour later I had a call from Swinton, informing me that what I had been told was wrong, you cannot transfer no-claims between motorbikes and cars, however, there was a recording of my telephone message and in this case they would honour the information given.
So, even if calls are rercorded, take the name of who you are talking to along with date and time of call. It all helps.
Regards
Peter
Peter