speed8
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| posted on 4/11/09 at 05:41 PM |
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Sureterm - is this normal?
When I passed SVA I went through the usual BS of ringing all the insurers to get the best deal for myself. Sureterm offered me equivalent cover as the
others but at a cheaper price. I know nothing in life is free but I figured, cover is like for like so what can go wrong.
Oh how little I know!!!! I should have realised something was wrong pretty quickly but I didn't. The girl on the phone, Olivia, was quite
pleasant but she said she would need me to send back some forms (Declaration, proof of forum/club membership and some other stuff). No problem said I
but I asked her to send them out sharpish as I would be abroad for 5 weeks with work in a couple of days. I was informed that everything would be in
the post that evening so I should get it next day. Excellent.
Next day and nothing arrived. No problem, they know I'm away and I had told them if it didn't arrive they would have to wait for it. Turns
out they didn't send it out till 3 days after I spoke to them on the phone.
While I'm away the cover note expires and no new cover note that I can tell (certainly nothing received). I get a letter (the missus opens my
mail for me) saying that I hadn't returned the forms, etc so I have to call them from Saudi to sort it out and remind them of the previous
call.
The day after I get back a letter is sent out saying that since I hadn't returned the forms my insurance would be cancelled at the end of the
week. Urgent call to them to try and sort this out. Eventually the guy on the end says that the insurers have agreed to continue cover if I get the
forms sent off in the next couple of days (which is what I had planned to do anyway).
A couple of weeks later I get a letter saying that I still hadn't sent a copy of the V5 and my insurance would be cancelled as the registration
number provided couldn't be found on their database. Reg number is CHA5515 since I hadn't had my DVLA inspection yet and it is insured on
the chassis number (surprisingly enough). Another phone call to sort it out.
Fast forward to today and I get a text message from Olivia saying that she still needs paperwork returning and my insurance will be cancelled on the
18th of November if I don't provide it.
So here I am, with no idea of what paperwork they now need as I've sent everything they have asked for. With no hope of getting hold of Olivia
and waiting for a return call since 11am this morning.
I can guarantee this much though. When my renewal time comes up I won't be going with Sureterm regardless of what price they can do it for as
any savings made on policy price have been swiftly used up in wasted time and phone calls.
(and if the guy from Sureterm is reading this he can tell Olivia to get her finger out and call me)
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Paul (Notts)
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| posted on 4/11/09 at 05:46 PM |
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The problem is that all insurers will only insure a car on a chassis number for a very limited time..
No reg number after a month or so and its cancelled.
Paul
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flak monkey
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| posted on 4/11/09 at 05:48 PM |
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Yep most insurance companies will only insure a vehicle on a chassis number for a max of 1 month then the policy is cancelled.
Sera
http://www.motosera.com
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meany
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| posted on 4/11/09 at 06:00 PM |
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I dont think thats his issue.
the way i read it , his issue is with Sureterms customer service.
or have i got it wrong.
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turbodisplay
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| posted on 4/11/09 at 06:11 PM |
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My "friend" who is very similar to me but for leagal reasons isn`t me, nearly earned 6 points because of these idots at sureterm.
"He" bought insurance for sva, on the monday, told cover note to be sent in post.
Didn`t arrive on tuesday, or wed so rang up - wasn`t sent.
Sent cover note, but sva was at 8, so cover note arrived after test.
"he" got pull over by plod, for no number plates and asked if he was insured, yes "he" replied.
After failing to make sva on time in part thanks to plod looking for the tinyest reason to do him (to save face for lack of knowledge of the law), got
home.
ONLY TO FIND INSURANCE DIDN`T START UNTIL 13:45 pm that day.
Even though he specifically said to start at begining of the day!
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NOTE:This user is registered as a LocostBuilders trader and may offer commercial services to other users
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speed8
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| posted on 4/11/09 at 06:32 PM |
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Yeah, the chassis number isn't the issue it's the fact that the right hand doesn't seem to know what the left hand is doing and the
constant stream of threats to cancel unless I send them even more paperwork. I'm tempted just to let it cancel but I'm sure they'll
charge an admin fee for their incompetence (although I could charge them for my time and phone bills).
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dinosaurjuice
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| posted on 4/11/09 at 06:38 PM |
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adrian flux are just as bad
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speed8
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 posted on 4/11/09 at 07:46 PM |
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Well, 19:30 now and, despite me phoning 3 times to try and get hold of Olivia and being told she would return my call before the office closed, she
still hasn't called me.
Not good and makes me wonder if they would be anywhere near useful if I ever have to claim.
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mad4x4
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| posted on 4/11/09 at 07:58 PM |
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quote:
Originally posted by dinosaurjuice
adrian flux are just as bad
They cancelled on me because I failed the SVA and couldn;t get a retest with in a month...
Scot's do it better in Kilts.
MK INDY's Don't Self Centre Regardless of MK Setting !
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dhutch
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| posted on 4/11/09 at 08:05 PM |
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I have to admit, 18months in, im really very happy with sureterm.
When the wscc membership sec died unexpectly there was a massive backlog of membership renewals and they where very good about that re my 10% discount
for club membership.
They slipped up a little on sunday when i broke down becuase there out of hours team couldnt pull up the details of who my breakdown cover was with
and put me through to the wrong place twice before admiting they couldnt actaully tell me who it was.
- Fortunatly my dad was able to google around at home and get a list of about four possables and got the right one first time when trying to ring
them.
I will ring them in office hours and pass comment about this as it did leave me a bit up the poo if it wasnt for dad.
However the only other time a broke down was 18months ago on day two of my policy, again on a sunday, and that time there where able to sort it all
out in about 15minutes even thought none of the paperwork had been processed yet by the braekdown people.
Daniel
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bigpig
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| posted on 4/11/09 at 08:07 PM |
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Adrian flux were happy to insure me (on lay up insurance) on the engine number, until I got the VIN sorted out.
I don't know if its different for driving insurance with them though.
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fesycresy
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| posted on 4/11/09 at 08:27 PM |
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No help, but I've found Footman James superb.
Insured my car well before the SVA, just to cover the build up with so much money tied up in it.
-----------------------------------------------------------------------------------------------------
The sooner you fall behind, the more time you'll have to catch up.
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adithorp
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| posted on 5/11/09 at 08:31 AM |
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I've found Sureterm to be very helpfull whenever I've delt with them.
When I insured it on chassis No they told me that I had to give them a reg within 3 weeks. Think they have to log the car as insured on the data base
within 4 weeks of insuring it and that can only be done with a reg No. When I failed and couldn't get a retest untill 4 week I called them back
and they extended it to 6 weeks (but said any more than that would be difficult).
When I re-insured they wanted some paperwork and sent me text reminders and called me before the deadline to check they were in the post. All pretty
efficient.
adrian
"A witty saying proves nothing" Voltaire
http://jpsc.org.uk/forum/
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speed8
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| posted on 5/11/09 at 09:13 AM |
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Olivia still hasn't called me back but I called and spoke to someone this morning who said the missing paperwork is the reg number. Now this is
despite the fact that I spoke to them a few days ago when they sent the letter saying they couldn't find the number CHA551S on their database
and they supposedly marked their file to say it was a chassis number and 'No Problem' according to them.
Maybe I'm being picky but when it costs me phone calls from Saudi at 'let's insert a big hot poker up your ass' rates just to
tell them info that I've already told them then it doesn't please me in the slightest. I haven't had any trouble like this with any
other insurance.
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Mark Jackson 1963
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| posted on 5/11/09 at 09:43 AM |
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Sureterm - is this normal?
Hello,
I would like to respond to the post from speed8. I am Mark Jackson (Compliance Officer) @ Sureterm.
I am very keen to resolve the issue raised in the post from speed8 however I do need your help to proceed.
Please can speed8 contact me directly on 01480 371024 so I can identify the policy records and bring about a prompt resolution.
Thank you.
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speed8
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| posted on 5/11/09 at 04:15 PM |
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Right, so I've spoke to Mark and we're basically agreed that the whole mess basically boils down to the fact that they didn't send
out the paperwork to me when they said they would so I went out the country before I had a chance to return it and hence snowballed from there.
He's going to deal with it from his end and I'm in the hands of the DVLA and Royal Mail waiting for my reg number.
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