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Resolved: Endsleigh car insurance: a false allegation can ruin your life if you are insured by Endsleigh

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I have been insured by Endsleigh car insurance for many years. Never had any problems - but reality is that you only really get to know your insurer in times of trouble. In October 2015, a false allegation was made against me by a third party. The third party claims that I have crushed into their vehicle and darted off without stopping. The third party claims that they have CCTV of me - and there is even a rumour that this CCTV was handed to the third party by the police themselves. Very curious, because on the day of the alleged incident I was overseas on a business trip. One would think that I can easily prove my innocence. I have a stamped passport showing I left the country before the incident and arrived after the incident; on the day of the incident I used my credit card in a foreign country; on the day of the incident I made and received calls on my mobile phone, clearly showing that my location was overseas; my vehicle was parked in the airport car parks before the incident and was collected after the incident; the car parks have written to confirm that in this type of car park you do not have to submit your car keys - therefore the only pair of keys was with me. Despite this, my insurer sent an engineer to assess my vehicle. The engineer could not find any damage consistent with the allegation. Yet, several months on, as I write this on April 2016, I am still being treated by my insurer as though I am guilty of a crime. The case is ongoing, and my insurer has now written to me saying that I have lost my 8 years of no claims discounts - despite all of the above. The third party has been challenged to show us the CCTV. They can't, they won't, but this won't make any of the Endsleigh car insurance staff members close the case will it? Most incredible of all is that when I made a complaint to these guys, it took them half a day only - just HALF A DAY - to find against my complaint and to send me a leaflet with the Ombudsman details. Brilliant show Endsleigh - expert box ticking on your behalf. Months and months later you are still scratching your chins wondering what you can do next to prove my guilty, despite the overwhelming evidence that I was on a bloody business trip during the incident, and that my car was parked in an airport, but only several hours to process my complaint and find against me. I applaud your customer service. What's even more impressive is that when the allegation was first made against me, they did not bother to tell me. They started working on a case against me, recording details that the third party sent to them, but they did not call me or message me to tell me. Two weeks after the allegation I found out when the third party sent me a letter to say they are making a claim through my insurance and there's nothing I can do about it - this is just for "information purposes". At that point I rang Endsleigh, they told me that they tried to contact me leaving "a voicemail and a message". I did not receive a missed call, a voice mail or a message - but correct me if I'm wrong, isn't the insurer's contractual obligation to ACTUALLY contact me instead of TRYING (and failing) to contact me about an incident? Shame on you people. I now lost my no claims discount over nothing, I am expecting a new born in 2 months time, and clearly I am dealing with an insurer who has no sense of urgency and no sense of justice.
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  • Affordable insurance price
  • Easy to get through on the telephone
  • Guilty until proven innocent
  • No sense of urgency
  • No sense of justice
Reason of review:
Poor customer service

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