eGroup - www.ebikeinsurance.co.uk

OCTOBER 2014: eBike insurance has been down for days, it says for maintenance, but that doesn't take weeks does it!? When you call the number they supply you can only buy a new premium, not update your existing one, so in effect they are taking money from new subscribers and not servicing existing ones! When you call you are held in a queue then dropped after a few minutes on a prmium line which is frustrating! I will be leaving eBike as soon as I can get through to cacnel my policy (if ever).

PLEASE BEWARE of Brightside Group, eGroup and any associatd companies as they are not customer focused whatsoever!

ebikeinsurance.co.uk review WARNING 298% hike in premium. I got a big shock when I noticed that my "pay as you go" insurance policy amount that been deducted had suddenly increased by 298% from previous rate.

This, with no prior information whatsoever about the unbelievable increase from eBikeinsucrance.co.uk. The only information was a email from WorldPay "stating rate adjusted". On the eBike "pay as you go" insurance you are obligated to use direc-tdebit which is handled by WorldPay.

All communication from eBike is normally sent by letter. They do always send a letter dated to the customer in my case it is dated the 14th every month, while every new monthly policy term starts in my cade the 19th every month, however I have never received the letter dated the 14th before the 18th every month, and indeed EBike ebikeinsurance.co.uk states that you have to cancel your policy seven (7) days before the new policy term begins.

That means that the consumer has to pay the new policy whatever the increase might be as there is no possibility to cancel the inurance by the time your receive their letter 1 day before the actual new insurance term begins.

To make things even worse, ebikeinsurance.co.uk states that you have to cancel the insurance online. Be aware that eBikeinsurance.co.uk charges hurrendous cancellation fees if you cancel your policy before the current policy term has ended. The ebikeinsurance.co.uk website provides the customer with two options for cancellation, "cancel immediately" (huge cancellation fee will apply), and "stop renewing my policy" .

I selected the "stop renewing my policy". However, I am presented with an empty page (apart from top navigation after doing so), in web terms the page container is empty. Also in the top navigation I no longer see if I am logged in or not, nor "my policies" tab anylonger. So I navigate to ebikeinsurance.co.uk and repeat the process. Same result. No confirmation, no email confirming the action was successful neither.

As I used Firefox browser for two first attempts, I a make a new attempt with Internet Explorer, same result. No confirmation that "stop renewing my policy" has worked. So loggin in once again and check checking if anything in my policy would state that renewal has been cancelled. No information about that, just the same normal policy description.

I write an email to ebikeinsurance.co.uk telling them that there might be an issue with their website, and if so, my email is my cancellation from the date the current monthly policy ends (that to avoid huge cancellation fees), I also ask for an explanation of why the policy premium was increased by 298%. A few days later I receive a email telling me that their underwriters had changed the monthly pay as you go policy premiums and that my policy has not been cancelled, I have to do that online.

I had tried several times alreay to cancel the policy online using the "stop renewing my policy" but did it again using the "stop renewing my policy" again using first firefox, and then internet explorer. Again I am presented with the same empty page container and no confirmation.

I headed over to WorldPay and cancelled the payment agreement for the eBikeinsurance. So at least they cannot charge my card that way.

Today I the 18th of pril received a new bill for a monthly insurance at the hiked 298% rate. It is apparently impossible to cancel your agreement with eBike and they will continue to charge you. I made today a formal complaint to FSA and to financial-ombudsman.org.uk.

I tried therefore to call ebikeinsurance claim line 04452198550, but when you select the option make changes to your policy you are informed you can only cancel your policy online. It is clearly not possible to do so.

AVOID EBIKE INSURANCE AT ANY COST!

Sent to the Observer newspaper

I have already contacted you once, but I do believe I am onto a larger operation within the e-insurance group. I believe they provoke cancellations with huge increases in premiums and then work very heavily on cancellation fees. I am going to great length in examining the reviews of this company and also having the experience with them adds to the flavour. They seem to provide a very inadequate insurance service virtually 2nd class at best which clearly does not seem to be the prime operative of the company. They have been awarded an Award by Price Waterhouse who I called who became very nervous when I asked questions about what the award comprised seeing as I as an individual was examining the company for potentially taking money from people who were in good faith attempting to legalise their car.

I think this organisation needs a very big look at and it may be fruitful for your newspaper to be involved.

I look forward to hearing from you.