[Adam Ef]

Quoteline Direct decided to try and change my van insurance policy that I took out a few weeks ago to a business policy and take an extra payment to cover the extra that would cost. Only, they didn't tell me or get in touch. First I knew was HSBC sending me notices of possible fraud on my account. HSBC blocked the payment and then Quoteline direct sent me a message that my policy was cancelled with no refund of the amount I paid a few weeks back. I phoned them and asked what was going on.
Spent ages waiting on hold listening to terrible distorted music and eventually got through to someone that explained that they had decided that as it's a van it must be a business vehicle. When I told them it's not I then had to answer loads of questions and justify why I have a van and not a car. Very bizarre. They kept saying, but you could just have a car if it's personal use. Why have you got a van?

I told them when I took the poilcy out that it's for personal use. They just decided to change it without consulting me and I think if HSBC hadn't flagged the payment they'd have tried to take then I'd have not even noticed it happening. I've got a feeling it's their standard practice and they must get away with doing it to a lot of people who never notice.


Absolutely livid and explained to the customer dis-services on the phone that I'm glad HSBC fraud spotted it as that's essentially what it is.


No apology and nothing changed since I took the policy out originally. Just a big waste of an hour of my day and a lot of stress. I'll be avoiding them in future.