OK ASDA, Fine fob me off with just leaving me on hold for the last 10 minutes, BECAUSE I clearly stated I wanted to make a complaint, maybe you will be quicker at responding to this!!!!!! ..........................................................................I purchased my car insurance with yourselves on April 11th, 2014. At this time I had my Shogun and after using comparison websites your quote was favorable. On June 19th, 2014 I had been to view a car at a showroom and had before hand checked the same comparison website to get an indication of how much it would cost to insure the new car I was going to look at, with yourselves. I noted a small increase and was aware that a admin fee would be applicable. I called you on June 19th and made the required changes to my policy. My original premium per month was £40.25 per month. I have recently received a confirmation letter to say that my premium was to rise to £46.95 for the remainder of my policy. After I had made the changes when I purchased the car. It was decided that my partner would sell her car as it would be more cost effective to be a one car family. Again, we checked online, again using the same comparison website and we entered all her details along with my own. You came up within the results at a price of around £55.00 per month. Again this was favorable and we proceeded to amend my policy online. As we were unable to do so I then called on Sunday 29th June. The adviser on the phone noted that we had made a small error with a question which was causing the system to decline our request. This was then sorted. I was then quoted a figure of £415 had been added to my premium, which would be spread over the remaining 9 months, equaling an additional figure of £46.11 per month, plus £46.95, meaning my premium, per month is now a staggering £93.06 per month. Comparing this to the quote (please see the attached screen shot) we had seen online costing £57.64, the premium is £35.42 more! Of course we anticipated and additional admin fee for changing the policy, but the difference between what we had seen online is bewildering to what we are going to be now charged. Some what shocked and rushing to leave the house to collect our new car I agreed. It was then when my partner double checked that we had got everything right when we were looking at the quote online. She confirmed all the details you have been given had been entered into the quote correctly. So she called back to query this and was advised of the following. Having explained all of the above, although she cant discuss my insurance due to data protection. She was advised that on my return to call back, the current policy would be cancelled and any fees due would be wavered as were going to setting up a new policy. However, we would be required to pay the new deposit shown of £125.23 and then we could start a fresh with the new policy at he price we had seen online. He advised that the quote we had viewed online may have been provided by a different underwriter to the one who has underwritten the policy we have at present. Thus saving is over £300. Unfortunately she does not recall the name of whom she spoke to, although he stated he was a senior member of the team. But as all your calls are recorded you should be able to find this out. The call she made was around 10.15 - 11am. I then called back around 3pm. I decided that it would be better for my partner to discuss the matter as she had explained it before. I gave the adviser permission to speak to my partner. She explained everything she had said before and explained what we had been advised to do. Only to be told that there would be fees! This conversation went on for some time. To the point whereby, we thought OK we will see how much it would be to cancel. Only to be told she could not give us this information as it would need to be sent to another department. At this point my partner became very frustrated and requested to speak to a manager and low and behold they are all busy. She said that they were due to close in 30 minutes and that she would get a manager to call her today. So as it stands at the moment, we are paying over the odds for our insurance, when its clearly shown cheaper online, with ASDA car insurance. We feel the level of service we have received has been appalling, especially from a company that uses the slogan saving you money every day, when in fact you are guilty of daylight robbery! So we expect a company, as such as yourselves to do the right and decent thing an honor what you had said you would do. Our insurance premium is due to leave our account in the next few days. We are unaware of the amount. Will it be £49.95? or will it be £93.11? We had contemplating cancelling the direct debit, but then you have us in a situation whereby our insurance could possibly be invalid and we dare say you would feel it necessary to charge us fees for doing so. Please be aware, until we have resolved this situation to of full satisfaction we will continue to fight case until it is. We look forward to hearing from you, very soon, with a view to getting this matter dealt with quickly! Regards Mr G Pritchard & Mrs J Day
Posted on: Mon, 30 Jun 2014 10:54:25 +0000
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