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How can I compel my insurance company to refund me after their mismanagement of my accident?
I have a major problem with my insurance company following a "no fault" accident in October 2010. The company's mismanagement of the incident has left me significantly out of pocket. My formal complaint to them in January resulted in a holding letter (18 February) promising investigation and a further response possibly within ten days. Since then, despite three further letters from myself, I have heard nothing. I feel this is a blatant example of the insurer doing nothing until forced to by an outside agency. As the time has now elapsed for a formal complaint to the FSA, should I take this path or is there another avenue that I ought to pursue?
Asked on 12 May 2011 by MR, Nottinghamshire
Answered by
Honest John
I advised MR to complain to the Financial Services Authority and soon after he wrote back to tell me,
“Thanks again for confirming the FSA was the right next step. I thought you may like to know that my formal complaint was hardly with the FSA before a senior CIS complaints resolution person was on the phone to say that a cheque to refund the outstanding amount had been authorised. The cheque arrived today! Additionally I am promised an ex-gratia sum to compensate for endless telephone calls, letters, etc, etc and 50% of this will go to charity. Thank you again.”
“Thanks again for confirming the FSA was the right next step. I thought you may like to know that my formal complaint was hardly with the FSA before a senior CIS complaints resolution person was on the phone to say that a cheque to refund the outstanding amount had been authorised. The cheque arrived today! Additionally I am promised an ex-gratia sum to compensate for endless telephone calls, letters, etc, etc and 50% of this will go to charity. Thank you again.”
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