Carole Nash - going downhill?

[Laura Bennitt]

I know Carole Nash are the only UK insurers to offer more than 30 days abroad, so many people here may have no choice, but they've also had lots of good press (which until recently I would have agreed with), so I thought I'd post a wee warning...

Having been with Carole Nash last year, and had to use their breakdown cover in Europe, I not only kept the bike with them but moved my car over too (they have a "6-wheel" policy). It was slightly more expensive than keeping them separate, but worth it for ease, and breakdown cover etc. (Though I did get them to promise not to charge me £30 admin fee when I move house - I know I will be soon, and while a premium change is fine £30 for 5 mins of someone typing? I think not)

AFTER renewing, I received 2 phone calls asking me if I'd received my renewal notice (which I hadn't) and if I wanted to stay with them.

The paperwork turned up a week late, and then only because I phoned and chased it. This has resulted in me having to pay extra on my road tax because I couldn't buy it without the certificate of insurance.

The statement of fact is riddled with errors - both bike and car licence dates are wrong (and bear no relation to the real ones - we're not talking one digit out); both are down as being kept on driveways, even though I have never had a driveway to keep either of them on; the bike is down as the wrong address as well.

The amount of information needing to be changed means they now want to charge me an extra £72 on the premium - not bloody likely! They can't take my word for it that it's their mistake not mine (just about fair enough, though I think the fact the wrong licence dates knock years off my experience should be a clue that I'm not conning them, especially as the day and month are the same as the policy start date), but won't even check the calls till Tuesday because of the bank holiday (even though they're open for another 2 hours today), and won't then call me till Wednesday or Thursday.

I'm assuming that if I do leave, the chances of them genuinely refunding all my money are slim, though I'll keep you posted on that, but in summary I would say unless you need the long-term out-of-the-country side of things don't go near them - I certainly won't be renewing no matter how they deal with this one, and I really hope I don't need them to sort out a claim for me!

Laura

[palace15]

Hi Laura
I have to agree with you and feel that they have become like most of the others, crap service and £30 admin chages for doing next to F all. My insurance is due in May and I think its time to give Footman James a call. At one time CN was the best, sadly, not anymore.

[GasUp]

Hmm,,, keeping an eye on this.

Mines (multibike) is due in May, a week before I trundle off, so a delay will be real problem to me. I hope your experiences are isolated as I've been with them for a long time and changing is always a pain.

Last year though, I did wonder why they accepted, and offered a reduction (in premium) after attending a Bike Safe course, but don't recognise full IAM membership!

[palace15]

Originally Posted by GasUp

Hmm,,, keeping an eye on this.

Mines (multibike) is due in May, a week before I trundle off, so a delay will be real problem to me. I hope your experiences are isolated as I've been with them for a long time and changing is always a pain.

These are not isolated incidents, and the companies know we all leave things to the 'last minute' then stay with them because it seems easier!

[Roamer]

Sorry to hear of your troubles Laura, particularly as I was just about to take out my first policy with them.

I'd let the insurance on my Transalp and XT600 lapse so that i could roll them and the CBF i have into one policy which is due for renewal this month.

Originally CN were not competitive on the CBF alone, quoting £210, but they've now offered to do all three bike for £246 including the UK/EU insurance and breakdown cover.

I may not actually get away on a bike this year, but even so the policy is still cheaper than anyone else so far.

Roamer

[mark manley]

I have just renewed with CN and had to go through the annual round of arguments about the premium going up by 40-50%, it is usually reduced to a reasonable rise if you get another quote and threaten to go elsewhere.
Last year when they were reviewing my level of cover the operator said I had no passenger cover, I told him I had asked for passenger cover when I took insurance out with them 10 years previously and had never cancelled it, it seems that somebody took it upon themselves to remove it from my cover without telling me, it pays to read your policy documents when you get them, they will be quick enough to refuse a payout if you get it wrong.

[palace15]

Also watch out for the 'NO Commuting', I noticed that had been slipped into the policy, when I rang them and queried it they said I had not asked for it to be included???? When I said this practice seemed 'underhanded' and asked how much to add it I was told its added for free!!!.
It pays to check the small print.

[Laura Bennitt]

Just to let you know how it all panned out...

I finally received:

-a PM from someone working for CN lurking on the HUBB, saying he could investigate why my original documents had taken so long to arrive (not exactly the most important of the problems I'd had)

- a call from CN 2 days later than expected saying they would not charge me extra for their mistake

- another call the next day saying exactly the same thing, because the girl who'd originally dealt with it wasn't in the day before so didn't know I'd been contacted - no points for internal communication
then

- my certificates of insurance in one envelope, and 2 separate copies of policy documents etc - no points for environmental awareness either!

Remains to be seen whether I'll get charged a massive increase when I move house to make up for it, but definitely won't be renewing with them.

Laura