Insurance Ballsup

When I took out my policy with MCE two months back, I noticed a few things wrong on the statement of fact (namely that they'd misspelled my name and put my bike down as "unlisted model" 650cc V-twin). I called them up at about 7pm, spoke to a guy who was quite helpful, told me that it'd all get changed over and another statement of fact sent out to me within a week. Though nothing more of it.

4 days later we started moving. We moved 4 house numbers, still had the keys to the other property and were named tenants, and the bike was parked within 100 metres of the old property, so was covered under the old address (checked insurance docs for this). With the stress of moving, I basically forgot about the certificate, and only realised it was late at the end of last week. Still covered, so I didn't think much of it, until I checked the mailbox at the old place and realised I had no mail. Ho-hum. Then on Tues my housemate's bike was stolen and I got paranoid. Had no chance to call them last night due to being held back in work until after they closed.

So I call in tonight at 7pm and speak to another guy. First off, he pronounced my name wrong. There was a horrible sinking feeling then, and when I checked it turns out that nothing had been changed on my policy from when I'd called in previously. So not only is the house number wrong (still not an issue until tomorrow at midnight when our lease expires), but they still have my name incorrect and my bike unlisted. I'm not 100% sure, but I think that with an incorrect name I'd be uninsured. The guy on the phone told me that he can't help me, as he can't change any details on the policy, despite the insurance docs stating that their lines are open until 8pm if I have any problems with my cover. Apparently the details can only be changed 9-5:30 (despite me not being told this last time I called in to change details), as after 5:30 there's a skeleton crew of sales people who only deal with selling cover.

So now I'm left with a technically uninsured bike in a garage in a location where a bike was stolen less than 48 hours ago, and my insurance company doesn't seem to care. I may well have to go and shoot them.

You're not uninsured. If we get a customers details wrong it's our problem and if the police did call round or the bike was nicked then you'd 100% be covered. Companies record 99.99% percent of calls; they'll have it on record somewhere that you corrected it. Call tomorrow about 10.

you should be fine....

BTW, don't use their 0870 number as (I THINK) it's a premium one.
Their local number is 01933 351 500

Of course I could be completely mislead about the 0870 number

Ask to speak to the manager/supervisor and explain what's happened with the policy not being changed etc.
Something should happen there and then, or at least it did for me when I had a problem with them

HTH

You have a pm

Give them a ring during 'their office hours' and ask to speak with a supervisor to get the matter sorted. If you get handed back and forth, just state that you want to register a complaint..... and wait for the service level to change! Under FSA rules a complaint has to be dealt with in strict timescales (if they cant solve almost immediately) and they'l want to avoid all the hassle that results.....
We all make mistakes, but its how we deal with them that counts - hopefully MCE will sort you out no probs. Fingers crossed.

oh and always always always write to confirm telephone conversations,

also most of these companies record the phone calls - you can tell them to get the recordings out to check, if they don't seem happy to do so tellthem for data protection reasons you would like a copy and you'll send them £10 (usual charge) for doing so. They usually at this point dont really question and just sort it out.

there is stuff on thisismoney.co.uk which may help.