absolute rip off

4.7 / 5
96% of users recommend this
  • Customer Service

  • Value For Money

Guest's review of Caravan Guard Caravan Insurance


“absolute rip off”

Written on: 20/06/2013

we initially went with caravan guard Feb 2012 and all seemed well - polite and easy to set up.

then when the time came to sell the campervan earlier this year we wanted to go month by month, and continued with the same insurance company, with no initial inkling of a cancellation fee.

when we cancelled the insurance, again no inkling that we would be penalised. a few weeks later we got a phone call stating we owed £120 despite only being with them for 3 months in the second year, this was half the years premium.

when this was questioned, we were told unless we paid court proceedings would be started - there was no discussion or willingness to listen or negotiate.

I appreciate that there may be cancellation charges but this should be made explicit at the time - the whole attitude stank at the end.

not impressed!!

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Caravan Guard's Comment

Written on: 03/07/2013

Hi there,

We are sorry that you feel disappointed with our policy cancellation costs. Caravan Guard makes the very best effort to deliver a good, honest service to its customers at all times.

I would like to take this opportunity to explain more about our pricing structure so that hopefully, you can have a better understanding of this matter.

Most insurance providers apply certain charges for mid-term adjustments and cancellations, which in your case, occurred three months into the policy. The reason for this is that there are costs associated with administering changes to the policy and issuing new documentation. By only applying charges where we incur these additional costs, we keep our annual premiums as low as possible for customers who don’t make any changes or cancel the policy before the end of the annual insurance contract period. We regularly review the charges against our competitors to ensure they remain fair and competitive. We also make all customers aware of our charges before an insurance policy is taken.

When a policy is incepted through Caravan Guard, our advisors notify all customers of cancellation charges as part of the ‘policy benefits and features’ scripting. Although these charges are not reiterated when a change or mid-term adjustment is made, they are highlighted in the policy booklet which each customer is advised to read at inception.

Our motorhome insurance policy cancellation fees are based upon short period rates, therefore the fee you pay depends on the month in which you cancel. Also, there are non-refundable elements to consider when cancelling a policy, including: legal expenses cover, UK breakdown cover, and European breakdown (if applicable). These are non refundable as we pay the premiums over to the relevant parties at inception and renewal of your policy and do not receive a refund if a policy is cancelled.

If a policy is cancelled we ensure that the customer is sent a letter advising of the charges. After this, a second and third ‘final’ reminder is sent out to ensure the customer is fully aware before any debt recovery proceedings are initiated.

I sincerely apologise if you feel disappointed with the service you received from Caravan Guard. I hope this explanation helps to give a wider understanding of the factors affecting the cancellation process and cost.

If you wish to discuss this further or make a formal complaint, then please contact us or email us.

Our office is open Monday to Friday 8am to 8pm, Saturday and Sunday 9am to 4pm.

Many Thanks

Caravan Guard

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