Carole Nash Motorcycle Insurance Review

Overall Rating

None that I can think of - all the advantages they trumpet are equally offered by other insurance brokers.

Their staff could be better educated in the complexities of the insurance market, and taught to use their common sense rather than their rule book.

Where do I begin? In 2002 I bought a Moto Guzzi 850 and phoned Carole Nash for a quotation, which I accepted. I gave all the details correctly over the phone, including the fact that I did not have a garage, but the bike would be covered, alarmed and double locked with Thatcham approved chains to a Solid Secure ground anchor in my gated driveway. When the policy arrived, the proposal form showed that I had declared that I had a garage. I phoned them straight away to point out their error, but the youngster who answered the phone was adamant that I had declared a garage, even though it wasn't him I originally spoke to and they "conveniently" hadn't recorded my original telephone call for "training purposes", as they patronisingly inform you when you call. Because of "my" error, the premium would now increase by nearly 100%. Even though this made them more expensive than the opposition, I had to take it as they refused to give me a reasonable refund.

It then got worse. When I went by train to collect the Guzzi for the first time from a dealer fifty miles away, it wasn't quite ready, so they offered to lend me a Suzuki GS500 for a few days. I phoned Carole Nash to arrange cover as a temporary subsitution on my policy, but they refused to cover it, pulling the reasons "insurable interest" and "dual insurance" from their list of excuses for causing a customer as much inconvenience as possible. I told them that I had worked in the insurance industry as a senior broking adviser and fleet underwriter for sixteen years (which I had). I explained to them in great depth that neither "dual insurance" or "insurable interest" were issues here, and all I wanted was cover for a lower risk loan vehicle instead of mine for a few days, just as when somebody is lent a Nissan Micra by the garage while their Ford Mondeo is in for repairs, but Mr Carole Nash Motorcycle Insurance guy with the Rule Book was having none of it. The bike dealer (established for over 50 years, a Kawasaki main dealer with over 250 bikes in his showroom) was just as flabbergasted as I was but couldn't persuade them either, and had to give me a lift home in his own car - a 100 mile round trip which took nearly four hours. Carole Nash? Don't make me laugh. I now insure through a broker who actually knows what they are doing and cares about customer service.

Members' Comments onpolitbike's Review

• icas on 10th May 2007

  This has happened time and time again, I can fully understand what you mean, seems to me that they just employ to get your money then do not want to follow up on promises pledged!

• R1 Loon on 13th May 2007

  I agree with everything - the whole set-up is to fleece us as much as possible. It just goes to show how if too many of us go with one broker, how they can mess us about. More power to the smaller brokers, I tried one this year and they were brilliant. I also know that the MD rides bikes, it sounds irrelevant, but they know how much we value our "babies"

• R1 Loon on 14th May 2007

  All of Carole Nash's phone calls are recorded, not just ones for "training purposes". This is a convenient blag, if they can;t trace your call. If you are sure that you said it would be garaged, then insist on them providing you with a copy of the phone call - this is your right under the data protection Act. Any attempt to prevent you accessing any information that they hold on you is breaking this law (they can charge a small fee for this - no more than £10 is the norm). if you still get no joy, then complain to the Ombudsman (they have to provide you with the address to write to). The best way to do this is to go through the 3 tier complaints process and refuse to accept their answer, unless they agree to honour your initial premium.
  
  You can still complain now, even though you've probably paid the extra premium.
  
  Trust me on this, I know FSA rules and how to ensure that you are protected from some business practice