Following your item relating to insurers loading premiums despite NCD protection you may be interested in the following. Although retired for many years I still have a small Agency (Brokerage) with Royal Sun Alliance. Last month I received the renewals for a client which showed a premium increase from £373.29 in 2008 to £476.50 this year- an increase of almost "28%. The insured did have a claim in July when a third Party went into the back of his car when he was stationary and the driver admitted full responsiblity. RSA dealt with the repairs and the insured did receive a letter from RSA stating that the Third Party Insurers admitted full responsibility. I phoned RSA regarding the Increase and was told by a Manager (all employees are called Managers!) that as the Third Party Insurers had not to date reimbursed the RSA with repair costs the premium had been increased but might be brought back if recovery was made later. I forcibly pointed out this was tantamount to cancelling the NCD which was protected for an additional premium and demanded to speak to an underwriter. I was eventually put through and spoke to an "underwriter" who told me he merely input the premium advised by some other "costing underwriter" who I was not allowed to speak to and whom he himself could only contact by e-mail and not by phone. Eventually he came back to me stating they had decided to alter the premium to £410.82 an increase of 10% over 2008. The renewal date of the Policy was 30th October and although I have been debited with this new premium and have paid RSA they have still not issued me with revised renewal papers. I am a retired underwriter from RSA. In my days we as underwriters quite correctly dealt with customers complaints direct but the situation these days seems to be geared to block clients from direct contact with decision makers.