eBike insurance Potentially dangerous

I recently purchased my motorcycle service from eBike insurance. There was an issue with the modifications fitted to the motorcycle,so I was advised to purchase a policy with them, since my previous policy was about to expire, and to then talk to them again to sort out this issue. This is what I did.

During this week I sent them emails asking about any news on this issue since due to my occupation I am not available on phone when at work and I come home after their offices are closed.

I received a missed call from them which I returned on the next day. I was told that my insurance had been voided since the underwriter could not cover my motorcycle and its modifications. I asked the person on the phone a simple question: “If I had an accident before I was told about this, would I be covered?” to which question the reply I got was no. Interestingly I received my insurance documents from them on Friday. I have now been told that they will be returning my payment of and that it will take them 14 to 30 days!!!!??!.

I feel disgusted by this misconduct and lack of professionalism. I was essentially riding uninsured without me knowing anything about this and when I had done everything by the book (I have my insurance policy documents which were sent to me by them). Regarding my money, I wonder, what are they doing with my hard earned money that they are not able to return the full amount to me immediately? Any, or most, shop or service provider can do this, why can they not?

This is plainly wrong and they should not get away with it. Since there was a problem from their side they should have done their outmost to inform me about this but instead I did not even receive an email, and the one phone call I received I had to return it myself to find out what is going on.

My advice? Be very careful of these guys. I have reported them to the financial ombudsman and i will also be reporting them to the EC Online Dispute Resolution.

What a joke