Shambolic service from Adrian Flux.

[Fenhopper 22]

1 hour ago, DAN@ADRIAN FLUX said:

Hi,

I'm really sorry to hear about the issues you have been having with ourselves. I'd very much appreciate it if you would PM me your details so I can take a look for myself as to whats been going on with your policy.

Regards,

Dan.

PM sent.

Thank you.

[Fenhopper 22]

Update on this:

Adrian Flux did phone back; the person that I spoke with gave two different reasons for the modifications being refused in the same conversation. I was told that the terms of the policy changed during the year, then I was told that the salesman wasn't trained properly and sold me the wrong policy, clear as mud!

I stated that I felt I had been mis-sold the policy, the young lady that I spoke with said that I wasn't mis-sold, the terms changed; I then pointed out that I was never informed that the terms could change regarding modifications, so I still think I was mis-sold, I didn't get an answer to that.

I received an Email from Adrian Flux today which stated that if I cancelled the policy, then they will offer a pro-rata based refund and will waive their cancellation fee; however, they say that I will still have to pay the cancellation fee to the underwriter (Equity Red Star).

Summing up I think it's all a bit shabby, I don't see why I should have to pay for their mistake/mis-selling/incompetence.

Sorry if I'm boring you all to death, but writing it all out on here is like a therapy session for me. ;-)

Regards,

Matt.

[Lowe 191]

Not boring at all. It's valuable experience and it's these experiences which help one choose where to take your business. 👍🏻

[Steeps 294]

"The terms changed"? If there's a change in the terms you should have been notified about it when that happened and they should have documented evidence of trying to contact you with your changed insurance policy. ERS have some contact phone numbers, I would be calling their customer services ASAP to see if your policy did have the terms changed.

 

[Fenhopper 22]

2 minutes ago, Steeps said:

"The terms changed"? If there's a change in the terms you should have been notified about it when that happened and they should have documented evidence of trying to contact you with your changed insurance policy. ERS have some contact phone numbers, I would be calling their customer services ASAP to see if your policy did have the terms changed.

 

Agreed, and thanks for the advice on contacting the underwriter directly.

It's all a bit baffling to me, I only want to add a catback and panel filter, I'm 43 years old and have never made a motor insurance claim since I've been driving. Others appear to have far more extensive mods on theit 86's with the same underwriter.

Matt.

[Steeps 294]

ERS might try to get you to call AF directly and not deal with you, but if you call them to complain that the terms of your insurance from AF are not clear and they are unable to clear it up, you need to find out exactly what you have been sold and if ERS did change the term or if AF messed up in the first place by selling you the wrong policy and hoping you won't notice.

If you gave the insurer the wrong details it would be insurance fraud which is very serious, so I would expect a policy to be properly issued and if it has been mis-sold (changing the conditions of the policy without telling you) that to me is just as serious. You need to have the policy amended to what you agreed, getting it canceled could hurt you depending on how they word the cancellation letter.

[willfmair 24]

Thanks for sharing your experiences Matt - I'll certainly remember this when it comes around to renewal time - I'm surprised they haven't handled the situation in a better way as it's things like this which break down reputations within the car community (something they are supposed to specialise in!) and will eventually lose them a lot of business (which it sounds like they have brought upon themselves).

Keep us updated on how the situation progresses.

Will.

[Twigman 93]

I would expect AF to foot the bill to ensure that you are covered on an insurance policy with the terms that you were sold.

If that means cancellation and then switching underwriters then AF should cover all the costs.

You were told you were buying one thing, they sold you another - their responsibility to fix it.

 

One of my cars is insured through AF - I'll think very carefully before considering renewing with them if this is the way they treat customers.

 

[DAN@ADRIAN FLUX 12]

12 hours ago, Fenhopper said:

Update on this:

Adrian Flux did phone back; the person that I spoke with gave two different reasons for the modifications being refused in the same conversation. I was told that the terms of the policy changed during the year, then I was told that the salesman wasn't trained properly and sold me the wrong policy, clear as mud!

I stated that I felt I had been mis-sold the policy, the young lady that I spoke with said that I wasn't mis-sold, the terms changed; I then pointed out that I was never informed that the terms could change regarding modifications, so I still think I was mis-sold, I didn't get an answer to that.

I received an Email from Adrian Flux today which stated that if I cancelled the policy, then they will offer a pro-rata based refund and will waive their cancellation fee; however, they say that I will still have to pay the cancellation fee to the underwriter (Equity Red Star).

Summing up I think it's all a bit shabby, I don't see why I should have to pay for their mistake/mis-selling/incompetence.

Sorry if I'm boring you all to death, but writing it all out on here is like a therapy session for me. ;-)

Regards,

Matt.

Hi Matt,

Just to let you know the service team have tried calling you today to discuss this, but not been able to get through. They will continue to try calling but if they still struggle to get in in contact you can reach them on 0344 381 6502.

Regards

Dan

[Nelix 19]

Has anyone at AF listened to the initial call made when the policy was sold? This would clearly show exactly what was asked for and sold. 

If the policy has been mis-sold, for whatever reason, then AF should rectify this at no cost and as little inconvenience to Matt as possible.

Again, if the policy was mis-sold, if AF do not rectify the situation they should not be allowed to trade on the forum.

[Fenhopper 22]

31 minutes ago, DAN@ADRIAN FLUX said:

Hi Matt,

Just to let you know the service team have tried calling you today to discuss this, but not been able to get through. They will continue to try calling but if they still struggle to get in in contact you can reach them on 0344 381 6502.

Regards

Dan

Sorry Dan, it was just bad luck that they called at the one time of the day I was away from my phone. I will make sure my phone is with me for the rest of the day at all times until 5pm.

Regards,

Matt.

[Paul 442]

My (heavily modded) GT86 is insured through AF and underwritten by ERS. If my terms changed halfway through the policy without them notifying me, to my detriment, I would not be letting that go. My renewal is due up very soon, I will be watching this thread VERY closely.

[Fenhopper 22]

Result:

Adrian Flux have now agreed to pay me a full pr-rata based refund and waive all cancellation fees including the cancellation fee to the underwriter (Equity Red Star) as soon as I notify them by Email that I would like to end my policy.

This is a satisfactory conclusion for me, but it's a shame that I had to argue for it when they were clearly in the wrong.

I will now be spending some time getting insurance quotes.

Thank you all for your interest and supportive messages.

Matt.

[Twigman 93]

36 minutes ago, Fenhopper said:

Result:

Adrian Flux have now agreed to pay me a full pr-rata based refund and waive all cancellation fees including the cancellation fee to the underwriter (Equity Red Star) as soon as I notify them by Email that I would like to end my policy.

This is a satisfactory conclusion for me, but it's a shame that I had to argue for it when they were clearly in the wrong.

 

Matt.

IMO you've let them off lightly.

If indeed they did agree to cover you on the terms you describe then they should provide a policy as described for the term originally agreed for no additional fee.

 

If it were me I'd insist on it.