esure has become one of the UK’s leading direct insurers through years of hard work and listening to our customers.
It’s the second bit that I find particularly humorous – actually it’s worse than that it’s a downright lie!
You may read my previous post on the subject of insurance – you lucky, lucky, people – well I’ve got an update for you, in fact a couple right from the horse’s mouth – although the quality of the content is closer to what comes out of the other end of the horse’s body!!
Regular readers will know that I specifically asked eSure for the details on how they had managed to calculate an increase of 20% on one of my car policies yet a decrease of 2.5% on the other. Well as trailed they have replied. Let’s start with Leigh’s response….
“We are writing with reference to the above numbered policy and further to your recent telephone conversation.
There are many reasons as to why a policy premium could go up after a change of vehicle. Some include the Brake Horse Power being higher than the original vehicle. The grouping of the vehicle also changes the price and could effect the premiums. Also if the new vehicle is no longer in manufacture, the parts could be harder to find and this would also effect the premiums. I hope this information helps you.
We trust this answers your query. If you have any further queries, please call our Customer Support Department on the number detailed above.”
I have responded to let Leigh know that as I hadn’t changed vehicle this explanation was irrelevant and inaccurate – I asked him again to explain the difference…
This time Liam responded, bless him, he must have been very very busy, or perhaps he couldn’t keep a straight face whilst typing, or perhaps he has ADHD…
“We take into consideration a variety of factors when calculating our insurance premiums, many of which you as a customer cannot directly influence. As a result, insurance premiums can fluctuate when seemingly no details have changed and unfortunately due to underlying industry pressures insurance premiums have increased this year.
As a direct insurer we always offer the best possible premium from the outset and the premium offered this year is correct.
To help you understand, the cost and frequency of motor insurance claims being made, in particular personal injury claims, is driving premium increases. We do appreciate you personally have not made a claim with us but insurance is a pool and as such these claims affect everyone. However, those who have made claims would see significantly higher premium increases than”
As you can see he was unable to finish his sentence. But Liam, dear chap, allow me to point out the failed logic in your response….If “these claims affect everyone” why hasn’t my other policy increased, after all you say in your very first paragraph “due to underlying industry pressures insurance premiums have increased this year” so I am at a loss to understand the logic you guys have used – can you explain?
The only factor I am see here that separates the two policies is the “no fault claim” – or rather as it actually was the “notification”. I’m sure any “reasonable” person, such as the “man on the Clapham omnibus” would agree. Is there a reason why you cannot see this? The nice man at the AA was able to – so once again I ask you is it the impact of the “notification” that has increased my policy, and if so, how do you justify this when you already cover off the risk of being on the road by requesting the amount of miles I do and the reasons I might be on the road which have a time component (“drivetime”) that allows you to calculate an overall risk.
I challenge you eSure – I think you – and to fair the rest of the insurance industry – is ripping customers off by in effect “double-charging”. How will you plead when this matter goes before the Financial Ombudsman, and how do you think he’ll react to your spurious attempts to fob me off which seem to be amateur in the extreme?