I have been a client of the service in good faith, but my recent experience has been profoundly disappointing and unacceptable.
After questioning unexplained increases in excess amounts (while my premium stayed the same), I explicitly requested that all communication be conducted via email only due to a speech impairment that makes phone calls difficult and unreliable for me.
Despite this:
The service repeatedly ignored my written request and continued to make calls.
My concerns were never addressed in writing.
Instead of responding to my inquiries, the service cancelled my policy immediately, without my consent.
At 17:01 on 14 January, I received a formal cancellation notice indicating that my policy was cancelled effective that same day. This left me uninsured instantly, forcing me to arrange alternative insurance at short notice and additional cost.
The service later acknowledged that this was due to an internal misunderstanding between departments. I was effectively informed that my loss of coverage was the result of their internal process failure — yet I was expected to bear the consequences.
To complicate matters:
The refund processed does not match the stated cancellation date.
I had to pursue explanations and corrections.
Accessibility requirements were not honored.
I was financially prejudiced through no fault of my own.
While a regional representative eventually recognized the service failure and apologized, this only occurred after I posted a public review.
This experience raises serious concerns about:
Fair treatment of customers,
Accessibility and accommodation of vulnerable clients,
Ethical management of cancellations,
Basic communication standards.
Insurance is fundamentally about trust. When a company can cancel your coverage without consent, disregard documented accessibility needs, and leave you uninsured due to “internal errors”, that trust is shattered.
I would advise anyone considering this service to thoroughly review their documentation and communications and to reconsider whether this is a company you want to depend on when it matters most.
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