Comfort Insurance - Very Strange Logic

Discussion in 'Motorhome Insurance General Discussion' started by xtab, Jul 27, 2018.

  1. xtab

    xtab Funster

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    Checking around on-line for renewal this year, Comfort had a better price than my current insurer. So thought I'd go with them.

    When they called back with their "courtesy call", the lady asked me "Are you out of the UK at the moment?". I was and said so*. "Ah then in that case we can't insure you."

    "No No," I explained "We're just here on holiday, have a permanent UK address that you can see there on your system and you've phoned me on my UK mobile phone. We'll be heading home in a few weeks."

    "Sorry" she says "Aviva just won't let you start a new policy unless you're physically in the UK when you first set it up."

    Can't see the logic myself. I suppose it might be to try and exclude permanent expats but it seems a bit extreme to cut out holidaymakers.

    As it turned out, I then searched further and found a better deal on Caravan Guard anyway, so they probably did me a favour!








    * Wondering how she knew? I asked her and she said it was the ring tone; not the UK double beep but the single long tone in some countries in Europe.
     
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  2. zac

    zac Funster Life Member

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    The tone def changes when calling from abroad and to abroad so easy to tell but no idea why they wouldn't
     
  3. TerryL

    TerryL Funster Life Member

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    Once again an insurer makes "decisions" that defy logic. About time the industry was investigated for it in my opinion.
     
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  4. nicholsong

    nicholsong Funster

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    Was it you, or you and the MH out of the country that was the problem?
     
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  5. milliethehymer

    milliethehymer Funster Life Member

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    Actually it’s the over regulation and fear of fines that drives the culture that’s being complained of.

    The red tape in the industry drove me out after 35 years, as much of it doesn’t serve the customers best interests or stop cowboys in the industry/criminal activities by consumers.

    I suspect that one of Aviva rules is to only provide cover to people who are resident in the U.K.

    So a call from abroad would trigger a flag, the question is asked, and the correct answer was given. But the person at Comfort only has the OP word for it, and if you were trying to secure cover although not a U.K. resident, you would say that, wouldn’t you?

    So the call handler, to protect their job and ensure full compliance, gave the answer they did.

    Had the caller been a non- U.K. resident, given the same answer, that answer been accepted by the call handler, and then found out, they would at the very least probably faced an internal enquiry.

    Hence the answer they gave us entirely understandable, Comfort have lost a customer but are protected from any investigation by Aviva into the running of their agency - and possible loss of that agency -, any investigation by FCA - and possible fines etc.

    So like I said, regulation is the problem as it doesn’t allow common sense to prevail any more!
     
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  6. Chockswahay

    Chockswahay Funster

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    Comfort are rubbish
     
  7. DBK

    DBK Funster

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    It's the same with travel insurance, you can't start a policy with a different company while outside the UK in my experience.
     
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  8. Reliant

    Reliant Funster

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    Damn, wish you had posted this a few years ago, I have mistakenly thought I was very happy with them for the last few years, will see if I can cancel, who do You recommend?
     
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  9. BobtheBass

    BobtheBass Funster

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    As a 40 year plus insurance worker (now retired) I can really only think of NFU that really are different to other insurers, and they too can have their off days. They can be incredibly expensive as well. The rest of them are, to a greater or lesser extent it's true much of a muchness these days.
     
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  10. Xabia

    Xabia Funster

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    Bit of a sweeping comment there, as a retired commercial insurance broker with over 40 years experience I have found them to be very good.
     
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  11. Lenny HB

    Lenny HB Funster

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    Been with them for years premium hardly increases year on year and doesn't increase after a claim well impressed with them.
     
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  12. TCG

    TCG Funster

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    can you please explain your rationale for that statement, as i took our insurance with them yesterday
     
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  13. BreweryDave

    BreweryDave Funster Life Member

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    I’ve been with them for many years, and my renewal always comes up when I’m abroad ( hardly strange as I’m rarely in the U.K.!) and have always renewed no problem.
     
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  14. xtab

    xtab Funster

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    She didn't specifically say, and she did at some point ask if I was out of the country with the van, so I suspet maybe both, but not certain.
     
  15. xtab

    xtab Funster

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    Ah, renewal's not the issue. She said you can't start a new policy unless in the UK.
     
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  16. sueandjohn

    sueandjohn Funster

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    I had a terrible experience with Comfort. Automaton staff with no common sense
     
  17. Hellski

    Hellski Funster

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    Been very happy with Comfort and just renewed with them for the third year(y)
     
  18. NickNic

    NickNic Funster Life Member

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    Why?

    They're a private company. They're free to make any decisions they choose including refusing business they don't want.
     
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  19. Podney

    Podney Funster

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    OK Mr @Chockswahay, so please give us the benefit of your wisdom. WHY do you say Comfort are rubbish?
    Thanks.
     
  20. Chockswahay

    Chockswahay Funster

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    OK chaps, my apologies, I was perhaps a little over zestful in my 3 word post :cautious:

    I should have said that I found Comfort unhelpful and inflexible regarding my own particular requirements. In complete contrast the NFU were an absolute delight to deal with and although a little more expensive they gave me everything I need.

    Sorry to have caused any concern ☹️
     
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