Swinton idiots

Merlin5 · 27 Dec 2013 at 15:42

Can't believe this. I renewed my Swinton Insurance earlier this year then cancelled it in September a week or two before my renewal date on 24th September. My insurance changed over to RAC on 24th September.

I recall speaking to the same person at Swinton that I'd renewed with and telling him I'd found a better deal (with RAC) and that I wished to cancel the renewal. He said that's fine, just return the renewal pack that he'd already sent out. So I sent it back.

Today I received a £200 cashback cheque from Swinton, meaning I was still insured with them. Phoned them up just now and they've taken £285 of direct debit payments since that renewal time! :rolleyes:

I was told they had no record logged of me cancelling the policy. I had quite a go at the guy I spoke to telling him I specifically cancelled the policy. I remember that the person I renewed with was temporarily at that branch from another branch, so he must have forgotten to log the cancellation.

Anyway, he's now cancelled further payments and said I should 99% get refunded, he'll contact me on monday when he's spoken to his higher ups. That I may have to provide proof I'm with RAC and therefore had two car insurance policies running simultaneously.

How ridiculous. Well, I have a £200 cheque from them here I can bank, so at least I have £200 of the £285 they owe me.

Slam62 · 27 Dec 2013 at 15:50

Don't bank it or it will confuse things further, just keep telling them you cancelled, or rather didn't renew, they should refund 100%.

scousegit · 27 Dec 2013 at 16:45

Swinton did this to a mate of mine who had a van policy with them, they blatantly denied any knowledge of the policy being cancelled.

Housey · 27 Dec 2013 at 16:48

This is why I record such calls, it just adds a bit of extra comfort.

Merlin5 · 27 Dec 2013 at 16:51

Yeah, and my phone logs only go back to october.

Slam62 said:
Don't bank it or it will confuse things further, just keep telling them you cancelled, or rather didn't renew, they should refund 100%.

Yep, I'll just keep it as a backup in case but I'm sure they'll refund me.

scousegit said:
Swinton did this to a mate of mine who had a van policy with them, they blatantly denied any knowledge of the policy being cancelled.

Interesting. I wonder if this some sort of clever scam they're pulling?

rodenal · 27 Dec 2013 at 16:53

Its none of their business whether you had two simultaneous policies running or not ( even though you have) - makes zero difference to the fact that they simply haven't done what was asked of them.

frying_pan_cat · 27 Dec 2013 at 17:17

but it does give more credibility to the fact that he cancelled otherwise why have 2 policies?

Mr-White · 27 Dec 2013 at 17:22

They should have the call recorded

MW

rodenal · 27 Dec 2013 at 18:01

frying_pan_cat said:
but it does give more credibility to the fact that he cancelled otherwise why have 2 policies?

So what? He gave them a clear instruction, they failed

btw I do see how it will help to say to them there was another policy active from that date but it is beside the point, had the op made the mix up the other way round then tried to claim on the non existing policy they would be quick to point out that there wasn't one.

At the same time a quick glance at your bank account now and then would have resolved it sooner!

Kaeo · 27 Dec 2013 at 18:08

Edit: Somehow posted in the wrong thread.

Tesla · 27 Dec 2013 at 18:19

Housey said:
This is why I record such calls, it just adds a bit of extra comfort.

What's the easiest way to do this? Is there some legal obligation to tell the operator you're recording?

frying_pan_cat · 27 Dec 2013 at 18:24

rodenal said:
So what? He gave them a clear instruction, they failed

btw I do see how it will help to say to them there was another policy active from that date but it is beside the point, had the op made the mix up the other way round then tried to claim on the non existing policy they would be quick to point out that there wasn't one.

At the same time a quick glance at your bank account now and then would have resolved it sooner!

I see the point that it's none of their business but it's like the TV licensing argument, it saves a lot of hassle if you just prove you had another policy than starting the whole it's none of their business thing.

Also it may have been resolved sooner if the OP had checked his bank account more religiously but we're all human, I'd guess he'll be doing that from now on though

Housey · 27 Dec 2013 at 18:39

Tesla said:
What's the easiest way to do this? Is there some legal obligation to tell the operator you're recording?

https://www.calltrunk.com/uk/en/

There is no legal obligation for an individual to tell anyone they are recording a telephone call. The issue however is that without the other person knowing or giving their consent, it can not be shared with any other 3rd party and can solely be used for personal reference.

In reality however, offering a transcription and making them aware you have the call recorded at the point of dispute would usually put that issue to bed. As such, making a court aware you had the call recorded should it be needed and after provision of a transcript would typically see it made available by a good brief. I have recorded many calls for years, though only for business and financial reasons, never with friends or family.

bradUK · 27 Dec 2013 at 19:58

Housey said:
https://www.calltrunk.com/uk/en/

There is no legal obligation for an individual to tell anyone they are recording a telephone call. The issue however is that without the other person knowing or giving their consent, it can not be shared with any other 3rd party and can solely be used for personal reference.

In reality however, offering a transcription and making them aware you have the call recorded at the point of dispute would usually put that issue to bed. As such, making a court aware you had the call recorded should it be needed and after provision of a transcript would typically see it made available by a good brief. I have recorded many calls for years, though only for business and financial reasons, never with friends or family.

That's amazing! How was I unaware this exists?!! Lol

bainbridge · 27 Dec 2013 at 22:24

Merlin5 said:
That I may have to provide proof I'm with RAC and therefore had two car insurance policies running simultaneously.

This is common. Swinton are a broker and would have paid the premium in full to whoever was underwriting the policy which was renewed in error, who would normally only offer a pro rata refund on a policy cancelled mid term unless evidence of dual insurance is provided. Once they see this the underwriters should offer a full refund.

It is best to cancel your direct debit as soon as you decide to switch companies (and are sure you've paid up on the current policy) to stop them taking any more money.