Run Around!!

Very poor service and actually GLAD that they cancelled my policy so that I don't have to deal with them again!! Pity I had paid the policy upfront but I guess that's how they catch people out, accept payment upfront, find a loophole during the duration of the policy and then cancel, without spending a cent on claims, Bob's your Uncle! But before this, you contact their Claims line to confirm if you are covered for a certain repair/ replacement, you are advised that 'they like to try and help people, so since you Service the vehicle yourself, they suggest that they downgrade your plan' so they request a list of documents from you that you gladly send through, then another document, two days down the line, you send that through too... You wait patiently and are told that it's with management and you will hear back as soon as a decision has been made... So you wait another day or two, whilst your beloved car is standing and waiting... Then you make another follow-up call and ask if there is any update, only to be told that it is still with management and now they are requesting further supporting documents, so we request to speak to a Manager, which apparently is never available... So we call again and this time a rude lady from the Contact Centre advises me that I am not allowed to hold for one of the three agents that I was dealing with prior as 'I am blocking the line for customers' - EXCUSE ME??? Am I not a CUSTOMER TOO?? One that has paid my policy UPRONT and IN FULL?? so eventually I am told that the Manager (the one and only Manager who can assist me) is on leave... Fine, we all need a break so I leave it and call on the Monday that he is said to return, only to be told that the best single way to reach Michael Dougall is via email... I email him and guess what... he calls my husband and advises that he will get back to us with an outcome shortly, shortly being a day later and informs my husband that my policy is cancelled due to the 'breach in Contract' as my husband has been self-servicing the car and that is not allowed according to the policy - That is not so much my frustration here, my issue here is not so much that the policy was EVENTUALLY cancelled but the fact that 1) I was sent from pillar to post. 2) I could not always reach the agent I had initially been dealing with. 3) The Manager is never reachable. 4) Was the Manager actually looking at my request or not from the beginning? - Why did it have to take him another WHOLE day to get back to us? Surely if he was aware of the query beforehand (as the agent had mentioned 'the request is currently being reviewed by management') then he should have been able to give us an answer the first time he returned our call.

If you're a person for run arounds, then please be my guest and take a policy out... And be sure to know what extra's you are taking out when you Finance your vehicle and with whom you are taking it out...