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★★☆☆☆

“System flawed or trying to catch you out”

written by nasman234 on 23/10/2012

I am in the unfortunate position of having an IN10 on my licence meaning my options are limited.
After speaking to broker king (part of A & A group) who seem to inflate their prices with no actual reason, my next option was Acorn Insurance.

So I bought the insurance putting everything to the best of my knowledge including to claims, one being an accident and another being a theft of vehicle.
Once bought I was advised I need to call to confirm all my details.
When speaking on the phone to a woman, rather than confirming details she seemed to have intent on catching me out.

After confirming all details she advised the insurance will be cancelled due the theft being declared as non fault online but when confirming on the phone it is a fault claim. This person is clearly incompetent as a theft claim is always at fault, I explained this to the woman, but she was adamant I was in the wrong. I even asked if this could be updated as it was a mistake, the answer given "no, we can only cancel the insurance".
I asked the woman to hold as I checked on Compare The Market to how the question was asked, and when theft is selected, no option is given wether this is fault or non fault. I advised this to the woman, but she would have none of it.

I asked to speak to the manager, who was busy and "will call back later", I told her I will hold as long as it takes and be happy to wait.
The manager came on after a couple of minutes and when explained, he was actually understanding and accepted that this is a fault on their side.

My insurance is now not getting cancelled and should hopefully be fine.

If you are to go with this company, I would double check what details you give and don't always accept what the operator maybe advising as it looks like they are looking for any reason to cancel and not insure you, even if you are trying to be as honest as possible.

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