Alexander Swan Insurance Services Ltd Director, Sarah Richards has responded below to the recently removed topic from A.J:-
Dear A.J.
There is no doubt that your comments were slanderous and libellous which is why they have been removed. We have responded directly but I felt the need to address this on the open forum seeing at that was the form of communication you chose to air your views.
You were fully covered for the period of time you were insured with us and we are horrified that you believed you were not covered correctly. I have responded below to the points raised:-
1. You were insured correctly (modified vehicle – water fed pole system fitted)
2. The value of your vehicle remained unchanged from inception – you have the opportunity to reduce this, it is not done automatically
3. Your No Claims Bonus discount was given for the correct number of years but there was a glitch in the system which removed the no claims bonus number of years on the documents (this has been addressed with the insurer, and they confirm the correct rates and discounts have been charged). This was explained to you.
4. We have provided your No Claims Bonus for the correct number of years which proves insurers were giving maximum bonus.
5. The additional driver was quoting a high additional premium but that was due to his age and it is the insurer (not us) that charge the premium. Maximum bonus discount was applied.
6. We only receive 10% commission on van policies, and we removed the fee to assist. An annual quote was also done to see if we could offer any lower, but the additional premium quoted was the cheapest option.
If customers are unhappy and feel the need to complain, please come to us directly in the first instance. If you are still unhappy, you can complain to the Financial Conduct Authority. Our industry is heavily regulated and customers are protected. It is in our interest to ensure our customers are covered correctly; because we genuinely care and the buck stops with us. We are highly professional and have built an excellent reputation during the many years we have been in business. This has been endorsed by our customers that took the time to defend this slanderous post. A massive “Thank You” to those – I have phoned the ones I could identify by the user names.
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