Comfort Insurance - Very Strange Logic

Dec 15, 2011
59
20
Southwest Scotland
MH
Coachbuilt Auto-Trail Apa
Exp
Since 1996
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.
 

zac

LIFE MEMBER
Nov 19, 2013
1,417
483
Hampshire
MH
Rapido A CLass 10000 DFH
Exp
since 2013
The tone def changes when calling from abroad and to abroad so easy to tell but no idea why they wouldn't
 

TerryL

LIFE MEMBER
Mar 5, 2010
3,623
3,115
North East
MH
Low Profile
Exp
2009
Once again an insurer makes "decisions" that defy logic. About time the industry was investigated for it in my opinion.
 
Oct 12, 2009
2,348
2,249
SW London, Poland and all Europe
MH
A Class N+B Arto 69GL
Exp
Since 2009
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.
Was it you, or you and the MH out of the country that was the problem?
 

milliethehymer

LIFE MEMBER
Jul 18, 2015
940
9,457
West Yorkshire
MH
Hymer Duomobile 534
Exp
40 years under canvas: Motorhome since 2016
Once again an insurer makes "decisions" that defy logic. About time the industry was investigated for it in my opinion.
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!
 

DBK

Jan 9, 2013
13,064
20,317
Plympton, Devon
MH
PVC, Murvi Morocco
Exp
2013
It's the same with travel insurance, you can't start a policy with a different company while outside the UK in my experience.
 
Nov 11, 2013
1,554
3,417
Tewkesbury
MH
Hymer T 668 SL
Exp
March 2014
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.
 

BreweryDave

LIFE MEMBER
Aug 10, 2011
3,065
6,096
Algarve
MH
a silver one
Exp
2011
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.
 
OP
X
Dec 15, 2011
59
20
Southwest Scotland
MH
Coachbuilt Auto-Trail Apa
Exp
Since 1996
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.
Ah, renewal's not the issue. She said you can't start a new policy unless in the UK.
 
D

Deleted member 29692

Deleted User
Once again an insurer makes "decisions" that defy logic. About time the industry was investigated for it in my opinion.
Why?

They're a private company. They're free to make any decisions they choose including refusing business they don't want.
 
May 29, 2012
3,800
5,778
MH
PVC (nice n short!)
Exp
Since 2013
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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