BEWARE OF USING ADRIAN FLUX FOR INSURANCE

Buying a ‘5 and Insurance advice Insurance Advice
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Hi Rich. FLUX sent us the FULL T&Cs five months after we bought the policy and , Significantly, after we cancelled it. We have read and reread the original documents sent and there no mention of them keeping monies in the event of cancellation. We have contacted the relavent authorities today and the have said this is a problem they are aware of, plus they are unhappy about contracts in which a cooling off period as required by law is frequently subject to charges. we have been asked to submit a full statement for consideration and action. We will give flux the opportunity to offer us our money and remove this clause as well as cancellation charges within 14 days cooling off period.Seems flux are being naughty on both counts

Rgds  Caz

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Please PM me your reference number in order for me to investigate matters further. I regret that I can only offer limited information on this thread without viewing the relevant records.

I can confirm that there is no insistance that a full refund is issued if a policy is cancelled within the cooling-off period. The parties involved are within their rights to make a reasonable charge and as a result the insurance company will issue a charge for the cover that they provided and the broker has the right to make a charge for the administration involved in arranging the cover. To reiterate, the customer is not entitled to a full refund in the event of a cancellation within the cooling-off period.

Your comments suggest that we only issued the terms and condition after the cover was cancelled. I would be very surprised if the relevant documentation was not issued at inception. Again I cannot comment further without you providing me with your reference number.

If you would like me to respond on this thread to your comments about Adrian Flux Insurance, please PM me your reference number. In the absence of the reference number I will presume that you would prefer that I did not response to your claims.

Dan

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I find this thread very interesting as I will over the next week or so be looking for insurance quotations for my two vehicles (I’m also registered with the Hilux Pick-up Owners Club and Adrian Flux is often mentioned there) and the outcome of this issue will influence my decisions on the companies to approach in terms of their credibility and customer service.

I’m sure other members feel the same?

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 REIS is by far the best out there for these roadsters at the minThumbs up

http://www.reis.co.uk/

 

M-m

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Dan, Who are you ???

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As someone who is currently inured through Adrian Flux. I am interested in the outcome of this thread. I personally have found them very helpful.

Given that Dan has taken his time to register on this forum I would be interested to hear their side of things, and would encourage cazjo111 to contact Dan, through the PM system as requested, to enable this to happen.

We all know there are two sides to an argument, with us only hearing one side at the moment, we have to make up our own minds as to how seriously to take what is said.
 

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Hi Pierre BG,

Flux in the guise of Dan who may possibly be an employee, has posted on this forum a couple of messages the latest being this morning. He asks for a reference number which we have quoted in each and every email plus a letter posted last week. this is in addition to the policy number, registration number, address, etc etc. it hardly fills one with confidence if flux are unable to indentify the policy from the list of info already provided. We maintain, that the full T&Cs either were not sent or were concealed. At no time during the purchase of this policy were terms which advised us that in the event of cancellation our unused portion (7 months in this case) would be retained by flux in addition to cancelation charges.We have two other cars neither of which contains a clause which allows either the broker or insurer to keep the premiums. and as one of the cars is an old classic we have checked. in My opinion, any insurer or broker has to ensure that the purchaser of the policy has understood and accepts those clauses, in this case the first clue we had about this retention of premiums was when we cancelled the policy, we were completely unaware of this clause when buying the policy, the T&Cs we received specifically do not metion this clause. The first time we saw this clause in writing was last thursday following our cancellation when flux sent an email. In a second email, flux refer us to a mythical page 19 which describes this clause. We have never received or seen a page 19 until last week. therefore, we do feel that this issue has not been treated with either efficiency or dilligence on Flux behalf. Also, why did flux not ensure we were aware of this clause when the policy was purchased? It may have influenced our descision wether to deal with Flux or not. The unwelcome thought in my mind is that it might well be concealed in the interests of sales. So, at this moment flux for us unfortunatly is a no, and to judge from the number of PMs we have it would seem that Flux in many instances are not members prime or secondary choice. We just insure our Jeep GC via the AA for approx £250 Lots of luck and ask the questions

regards

Cazjo

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I work for Adrian Flux Insurance and am present on a number of internet forums by offering assistance for existing customer or answering enquiries from anyone with questions about insurance.

Unfortunately I am unsure how I can find your records without being provided more information. I appreciate that you would not want to PM sensitive information, but a reference number would be fine. I will then instantly PM you back to prove that I have located your records and in doing so prove that I work for Adrian Flux Insurance.

Failing that, you could PM the moderator / administrator of this forum for verification that my email which is registered here ends with @adrianflux.co.uk.

I can only reiterate that I cannot comment on your policy until I have had the opportunity to investigate further.

Dan

 

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Hi Dan,

 

We sent emails to flux and a letter posted last week which contained the cert of insurance and a letter from us. This letter and emails contained the policy number, reg number of car, address, and the ref number. whis is 02525629/05

John

 

 

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PM sent.

 

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I have now had the opportunity to investigate your records and can confirm the following.

The inception documentation was email to your email address, as confirmed by your spouse, on the inception date. Our IT Department have confirmed that the email left our server at 11:16, just two hours after the cover became effective, and that we have received no error messages to suggest the email did not leave our server correctly or that it was returned to us.

The email contained a copy of our Terms of Business, which confirmed that there is a fee for processing a cancellation and that we retain the commission on any refund. Furthermore during the conversation in which cover was arranged, we confirmed that we retain commission and our fees, as well as confirming that there is no refund for the premium paid for the personal accidents cover if it is cancelled after 14 days.

The inception email also contained a link to view the insurance company’s policy booklet. The policy booklet confirms, on page 19, that they, the insurance company not Adrian Flux, will not issue a refund if the cover is cancelled beyond the forth month.

To summarise, approximately two hours after inception, and within the cooling-off period, we emailed you sufficient information for you to know that if you cancelled the cover beyond the forth month you would not be entitled to any refund. The insurance company would not issue a refund, there would be no refund for the personal accidents cover and we would retain our fees.

Although the insurance company’s policy booklet indicated that they would not issue a refund, in fact a small rebate was issued. If, as indicated in the conversation prior to inception and in our Terms of Business, we applied our normal procedure my retaining the commission and applying the fee for processing the cancellation, the deductions would have slightly exceeded the small refund. As a result, we reduced our fee slightly so that you would not be required to make a payment on cancellation.

We provided all the relevant information soon after inception and we had no reason to believe that they were not received. We were not contacted within the cooling-off period to be advised that any of the terms or conditions of the insurance company or Adrian Flux Insurance were unacceptable and as a result I believe it was fair for us to deem you to have accepted them. You were never entitled to a full refund for the unused portion of the policy and no documentation has ever been issued to suggestion that you were entitled.

Our Terms of Business have been exercises correctly and in accordance with the information provided to you at the first opportunity. If you are dissatisfied with the rebate issued by the insurance company, I recommend pursuing a complaint with them, details of which will be in their policy booklet.

Dan

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 Interesting…makes you wonder.

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Now that verifiable contact has been established I think any further discussion on this particular matter should probably be private between the originator and the company and if the originator feels that the matter has not been answered to their satisfaction then the financial ombudsman is probably the best place to pursue this.

 

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Dan

This is wholly unacceptable. We have emailed Flux with details of ALL of the documents received NONE repeat NONE make any mention of retention of premiums. In any event, and had we received those details it would have been AFTER we paid for the insurance.THIS SLY, UNDERHAND AND UNNACEPTABLE. Please now send us details of you formal complaints procedure following which we intend to persue Flux for recovery. We intend complying with your procedure and then involving the Ombudsman and possibly the courts. Please respond urgently. I also suggest that you contct your IT department because NON of the documentation received makes any mention of retention of premiums and their assumption that we received same is totally inncorrect.  In fact the only reference to refunds is contained on an unumbered page and is in regards tio trinity insurance. further, on an addtitional unumbered page there is reference to cancellations, this states clearly that "you may be due a refund for part of your premium as long as no claims have occured. This is the only reference we have to cancellations. We are left with the opinion you guys are trying it on. If so you picked on the wrong people. Balls in your court, you have 10 days to refund or actions for recovery will commence without any further notice. Your invitation for us to persue the matter direct with Chaucer is as innaccurate as it is comical, our contract is a “first party” contract and is with Flux. Suggest you check contract law before you embarrass yourself further.

 

John

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This thread has now hit a point where I do not wish it to continue publically on the forum so therefore I am locking this thread. The forum is not the place to threaten either Dan or Adrian Flux with legal action, or otherwise.

If Dan/Flux wishes a final statement on behalf of Flux to be posted, then please get in touch with myself or one of the other admins/mods.

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