hhhmmmm well not only did it quote me over a grand where other quotes have been coming in the 4 - 6ton mark when I started adding extras it says due to the specialist nature of the enquiry... .:rotflmao::smokin:
I just insured my trials bike and they added without my consent, leathers and helmet cover £25 & personal acident insurance £15. On complaining to them they said they would knock the extra cover off but no refund as outside the 14 day cooling off period. I kicked up a stink and they said they would listen to my call to them and get back to me. The following day they left a message and said as a goodwill gesture they would refund the money!! I responded with a email of complaint as follows and to date still have no insurance certificate from them..............
I received a telephone message from you today regarding my complaint yesterday after being surreptitiously coerced into having extras put onto my policy. As you have admitted error in falsely charging me for irrelevant extras I want to know how much has been refunded to my card and will also require this to be put in writing to me. This is unacceptable and underhand practise by yourselves and I wish this to be a formal complaint on this matter and want to know how you intend to compensate me for this inconvenience.
Secondly we spoke yesterday about adding a second bike to this policy, a KTM 450 EXC for an agreed sum of £57.40 and under the circumstances need you to review your quotation and give me a figure for adding this motorcycle.
I also received a letter from you today, (your reference: 21036929/18)requesting a copy of my drivers licence. This was scanned and emailed to yourselves on the 29/01/2011 and confirmed that you had received a copy of this document on the 31/01/2011. So why have I received a letter today 01/02/2011 requesting a copy of my drivers licence again? As you will see I have attached a copy again for your records and wish to ascertain that you have indeed received this and then will at last send me my insurance documents so that I can buy a road fund licence for this vehicle.
I would like all correspondence to be via email now as I find your service to be very poor indeed and it seems that one department has no idea of what another department has dealt with. I have made numerous telephone calls to your company unnecessarily because of your poor customer service. This of course costs me 10 pence a minute, so i am enduring financial hardship on the back of your poor service. I would like you to answer my concerns and deal with my queries within the next working day.
Lastly I will remind you this is a formal complaint and that I will escalate this complaint if you do not deal with my issues to a satisfactory manner.
My reply was as follows...................
Part of Adrian Flux Insurance Services, an Independent Intermediary, Authorised and regulated by the Financial Services Authority No 307071
Partners: D. Flux and Y. Flux. Consumer Credit Licence No. XXXXXX
Customer Ref No: 21036929/18
Mr Philip Scudder
Dear Mr Scudder
We refer to the recent amendment of your policy on vehicle YXXXXX from 01/02/2011 11:34:00 and can advise that after the deduction of the charge made by the underwriters there is a refund due of £40.00. This amount has been refunded to the credit/debit card used to pay for this policy. If you have any queries with regards to the above, please do not hesitate to contact us, using the above reference and telephone number if we can be of further assistance.
Yours sincerely Lucy Eggleton
Third Party, Fire And Theft
Bikesure Insurance Services
East Winch Hall. East Winch, King's Lynn, PE32 1HN Contact
Weekdays 9:00am - 5:30pm
Saturday 9:00am - 1:00pm
t: 0844 888 5533
f: 0844 888 0101
e: [email protected]
w: Motorbike & Motorcycle Insurance | Scooter Insurance & Moped Insurance - Bikesure
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I replied with..........................
Dear Lucy Eggleton,
Thank you for your letter today but you have not addressed my complaint and I still have no documents. Please advise as to how you will be dealing with this and what you can offer me on the KTM motorcycle insurance I requested.
I await your speedy response.
I got no reply and still have no documents, this company is the worst I have ever dealt with and will have no choice but to call them at 10 pence a minute!!
I have reviewed the call recording of the conversation in which the cover was arranged and can confirm that you were made aware of the personal injuries cover and the helmet and leather cover. Furthermore you were advised that they do not produce refunds if cancelled after the first 14 days. There were no errors on our part in arranging the cover.
The costs of the personal injury cover and helmet and leather cover were refunded as a gesture of goodwill and not because we had "falsely charged" you.
Our records indicate that your certificate of motor insurance was emailed to you on the inception of the cover. If you have not received this, I can investigate matters further with our IT Department.
We will not be "reviewing" the cost of the proposed amendment. The premium previously advised is still required.
I can only presume that any contradicting advices have crossed since the outstanding requirement was acknowledged in our office and you were advised accordingly.
Feel free to contact our Customer Relations Department on [email protected] if you wish to pursue a complaint. Furthermore, if you feel that your requirements are better served by another broker, please advise me accordingly and I will ensure that your policy is cancelled on the most favourable terms available.
This is a total lie by yourselves and I want to have a copy of the recording. I never asked for helmet and leather cover nor personal accident insurance and you want to be very careful of what you imply. I will not be using your services again as you are totally unprofessional and god only knows what I would do if I ever needed to make a claim.
With regards to the second bike on the policy i'm thankful i never put it on woth you and have successfully insured elsewhere cheaper than your second bike quote.
On a positive note though I'm pleased you have broken your silence and shown some customer service at last.
I do not believe it is appropriate to post comments suggesting I / Bikesure had lied. I also disagree that Bikesure has been unprofessional.
A copy of the call recording, in which you were made aware of the personal accidents cover and helmet & leather cover, is being posted to you today via Special Delivery.
Also enclosed will be a printed copy of the inception paperwork that was previously emailed to you, which includes the policy documents and further confirmation that personal accidents cover and helmet & leather cover had been arranged.
I have also enclosed a copy of our Complaints Procedure if you wish to pursue the matter further.
My previous offer remains, in that if you wish for the cover to be cancelled, I will ensure that it is done so on the most favourable terms available.
If I had not commented on this site publicly then I doubt if my problems would have ever been resolved. You should work on customer service skills than arguing with customers on a forum.
I thank you for your offer of cancelling my policy and offering me favourable terms but i think that this will leave me even further out of pocket. My mobile phone bill has just arrived with calls to your company amounting to £5.60 which is not a bad bonus for your company.
Thank you for my documents and details of last how to esculate my complaint.
I got quoted £304 on a KTM 250 EXC which wasnt bad and i took it. although the qoute was somewhat higher before i asked if that inc personal insurance and lethers etc which i aske them to take off.
otherwise they add without telling you.
I'm absolutely gutted that two weeks after insuring with BikeSure, I notice that I could have been afforded a discount for being a member of this forum. Gutted.
On a positive note, BikeSure insured me when 2 other companies (including KTM) refused me. Their reason? I had no no claims!
I sold my previous bike 5 years ago prior to a Tour of Iraq as I was not using it. Work commitments and the fact that I was a Military Police Motorcycle instructor and rider, meant I didn't need to buy my own bike.
BikeSure took into account my experience and riding history, and for that I thank them.
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