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Hello my name is ***** ***** I will help you with this.
Was her car written off or is it being repaired?
Do the terms of the policy allow for them to ask for payment up front please?
her car was written off we cant find anything in the policy about payment up front also they tried a few weeks ago to say she could not retive her personal belongins from the car till i spoke to them i get the feeling because she is a young girl they are trying it on.
Ok - so they are going to pay her out for the car, is that right?
Is she going to get another car?
no untill she has paid her full years insurance preium
she looking for one at the moment
Won't they just deduct the policy payment due from the settlement figure?
she had only had her insurance for one month and they are saying that she has not paid them enough to be able to pay her out on her car she took out the insurance over the phone and has still not recieved her policy documents
I see. Well check the policy. Ordinarily they can't change the terms, so if it does not say she must pay up front if there is an accident, then she does not have to.
Their concern is that they pay her out and she doesn't pay the rest of the monthly payments.
But if their own terms do not allow for them to ask for payment up front, then they can't
The terms and conditions are the contract and can't be changed.
So ask them exactly WHERE in the policy it says they can do this.
Can I clarify anything for you about this today please?
If they can't name it, then they can not
according to the insurance company her exess was £650 WHEN SHE ONLY PAID £466 FOR HER POLICY AND THEY HAVE ALREADY DEDUCTED THIS FROM THE AMOUNT THEY ARE GIVING HER IF SHE HAS TO PAY THE FULL POLICY COST SHE IS GOING TO BE WELL OUT OF POCKET
Ok, well again it must be in the terms and conditions that they can do this
If not, then they are unable to do so.
If that is the case then you can complain to the Financial Ombudsman. They offer a free, independent service and can investigate any complaint for free at: www.financial-ombudsman.org.uk
But in short, it MUST be in their policy and terms they can do this, otherwise they can not
They can't just alter the contract
Does that clarify?
YES THANK YOU FOR YOUR HELP