Cancelling Motor Insurance due to poor service

Hi - I've never had to do this before, but I've received such poor service, that I'd like to take my business elsewhere. I paid the full premium last May, so not sure if I even can get my money back??

This morning I rang 1 minute after their lines opened, was on hold for 22 minutes before giving up. Then tried their online portal without success. Joined their Live Chat and was 32nd in the queue. After 40 mins waiting I got an online agent. I had only outlined my details and the issue, when the agent left the chat room, for no apparent reason (...and no, I hadn't given him grief). Over an hour waiting and about 3 mins in the conversation and still my issue isn't resolved.

This isn't the first time I've had issues getting through and I would like to take my business elsewhere. I'm happy to pay more elsewhere for better service, but can I get my money back?

Irregardless, they will be getting a letter of complaint. I was supposed to drop my car for a service today and had to cancel because I couldn't transfer the insurance (which is all I was trying to do!!!).

You would need to check the small print of your insurance offer... usually cancellations would mean a "pro-rata" refund to you based on how many months are remaining on the policy. A cancellation fee of 10-20 euros might be charged though.

if this his your first year with them then the refund rules are draconian.
Stick with them if its your first year but file a complaint with them and with the FO.
I had similar issues with a broker and I got my brokerage fee back: 55 euro.

Thanks both, will see how it progresses!

......................that's the joy of online/phone insurers. It's cheaper in the long run to deal with a physical presence, either broker or insurer.

Ravima said:

......................that's the joy of online/phone insurers. It's cheaper in the long run to deal with a physical presence, either broker or insurer.

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Completely agree .... one small consolation - they rang me today as asked. Dread having to call them about anything again!

you shouldn't dread.........................you are the customer ......................you are free to insure elsewhere