I am having problems with my insurers not listening to me regarding a claim. I get passed from one claim handler to the next and I am now fcuked off in a big way. I have asked for the name and number of the Chief Exec but this is not forthcoming as...apparently in this day and age he doesn't have a direct line and all there communication is done on paper. Bollox it is.

If you know a way of getting this man's name and number please email it to me as I'm furious at not being taken seriously. I tired Companies house but they only give addresses.

The company is Bell Direct and they are part of the Admiral group.

Have tried the usual routes of Claim manager and Customer service manager, and even they tell me they take all claims seriously....I'm still fobbed off.

Help me somone, someone must be in the know

Ta

Try these people m8e, they were helpfull for me.

www.gisc.co.uk

General Insurance Standards Council
The new UK watchdog established to set, monitor and enforce standards in all areas of general insurance, including the fair treatment of customers.

tim,
I use Bell Direct and they have always been good when making claims. Unfortunately the customer is very much at the disadvantage when it comes to insurance law. I would give them some sh*t down the phone and if nessercary threaten them with the insurance ombusman.That should get tings moving.

If you don't have any joy then the Insurance Ombusman Advice line on 0845 0801800.

Good luck,

Phill

top

If you have a grievance with an insurer, there's a set route you MUST follow.
In the case of Admiral;
If there is no joy with thr Claims Dept, next step is the Quality Control Manager (his address will be in your guide to cover booklet)
No joy there? Now write to the Chief Executive to give him the chance to overturn his staffs decisions.
Once he upholds their decision, next step is Lloyds...
Write to;
Complaints Dept.
Lloyd's
One Lime Street
London
EC3M 7HA
Quote your claim number and leave it with them. They give Admiral 2 weeks to find a mutual resolve to your claim.
If this is still not satisfactory, the final step is the Financial Ombudsman.
Their address;
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

This is a long, drawn out pain in the ass i know but it really has to be followed. Time is also an issue as i think claim cases are autimatically closed after 6 months (dont quote me on that).

Hope this is of some help...and good luck :D

Paul

thanks Paul

Tim

Saying that you can use the companies house route, but you'll have to pay for some of the reports to get the info you need, probably much better to go the route suggested above.

Good luck mate, I had some problems with them a couple of years ago. Ended up using the legal cover I had.. If you have legal cover with your insurance use it.. Best part is that if you do, and you use it, the insurance company have to pay the bill..

Nate

Paul is 100% correct. I am in this battle at the moment.

After numerous letters(starting last year) I got given a final no.

They will offer you the chance to go to the Lloyds complaints dept(they have to)In my experience this is a complete waste of time. All they appear to do is go to your insurer and ask them to "look into it again" your insurer will ofcourse turn you down again - its their job to try not to pay out. Once you ve done the Lloyds bit you can go to the ombudsmen - this is when you really get the things moving. However it takes months of p1$$1ng around to get this far. Once the ombudsmen make a decision your insurers MUST follow the decision. If it falls against you, you are pretty much stuffed.

Dont go straight to the ombudsmen though, if you skip a stage ie Lloyds they will make you go back and do it, wasting even more time.

Its a very frustrating process, but you have to stick with it.

Best of luck

Had a big problem with a major company last year. After getting nowhere for months I took time out to actually go to their head office. Went in, saw receptionist threw all my correspondence with them on the front desk and demanded the problem was sorted there and and then.
It was. If Id kept on writing I dont think Id have got anywhere.
Moral is do things the proper way first,then hit them big time. Worked for me anyway.

P.S Admiral is based in Cardiff.


Chip.

[Edited by Chip - 3/9/2002 10:11:52 AM]