I’m frustrated, anxious and pregnant!

confused are wrong to allow ecar insurance on their site!

I purchased car insurance through ecar insurance. It was around £50 cheaper than everyone else.
I followed through their processess (I always have my insurance renewed on the 31st of August) and have evidence of this. I clicked through to pay but THEIR system said my bank had refused payment.
I contacted the bank and they advised that it was ecars system that had done this and so while on the phone tried again.
This time it said my policy had timed out.
I went through the process again, but had to change the time to 31st at 1.15, the soonest allowed, but again their system crashed. So I tried again, and noticed the date now said 1st September, which I changed to 31st again and proceeded.
I paid my money, recieved on screen confirmation and went off in the car (my partner driving as I was feeling sick)
It told me to click a link to print my document but took me to a page to create a password instead. I created a password, but it would not let me print a document and then I got another message from their server.
2 miles down the road, we get pulled over. I told the police it didnt suprise me as I had only just got the insurance paid for and I gave him the policy number and the start date and time.
He came back saying it didnt start until tomorrow and impounded the car at a cost of £170.
Then left myself (pregnant and with SPD, and two children, and my partners cases) at the side of the road after offering to get a taxi if we could give him a number of a taxi firm.
My partner is now due in court for 6 points and a fine for no insurance and the police officer was kind enough to offer descretion with doing the same to me as I was aparently allowing someone to drive while uninsured.
On arriving home, I checked my emails, of which I had many from ecar all with different information and numbers. Which I can only presume is a result of was what was going on behind the scenes with their systems.
On logging back into their system I was now able to print off the document, but still getting odd errors and being taken to the wrong places on the site.
Im pretty web savvy and HTML my own websites to a semi-professional standard and use the internet alot, so I can reassure readers that this was not a human error.
I have tried calling the company, repeatedly but get cut off after going through a lengthy automated service at £1 per minute. They have had an email but have yet to make contact with me.
Then I searched reviews and discovered this company is as dodgy as they come. They appear to make errors, which you then have to pay to call to correct AND pay to edit the contract, they have not paid out as a result of claims, and are notorious for cancelling insurances while claiming they did not recieve documents.
The FOS just said " yes, we know them well" and have started a complaint against them which will no doubt be put down to "computer error" or my error in using it and they will walk scott free
Please stay clear of this company. They are putting the public in danger, at risk of liabilty and criminal charges!
AVOID!!!!
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  • 2
    Confused.com are promoting the ecar insurance rip-off, therefore confuses.com are aiding and abetting ecar.

    Simple solution - don't use confused.com, use one of the competition instead. Simplez!!
    • view 1 more comment
    • totally agree,im insured with goskippy too and had problem after problem day after day for 2 weeks solid!
      They changed their minds though when i sent a letter in informing themselves of all info had been forwarded to ombudsman,trading standards,local mp.printed the lot off from bank payment,emails, phone calls etc....
      I recieved a letter of apology and was offered my phone calls bills refunded upto the value of £15 and offered another go skippy toy.I didnt have either from them as a gesture of good will.
      Always keep note of who you talk to on the phone,times,dates etc or even record the calls.
    • Better still record, or at least tell them you are recording the conversation
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  • 2
    Confused.com are promoting the ecar insurance rip-off, therefore confuses.com are aiding and abetting ecar.

    Simple solution - don't use confused.com, use one of the competition instead. Simplez!!
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  • Hi Paul,

    Thanks for posting.

    I can confirm that eCar are authorised and regulated by the Financial Conduct Authority, and they do also appear on the other price comparison websites, they are not only on Confused.com.

    If you ever have any issues with a policy you have accepted through our site, please email complaints@confused.com and we will fully investigate the issue and ensure that your complaint is resolved.

    I do hope this helps.
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  • 2
    ecar Insurance is a scam they cost me a lot of m oney over my phone calling that awaful 09......number, just as others I checked on compre insurance and found them very cheap so stupidly I paid them fully for a year. When I wanted to ask a question about my policy I had to ring this 09...number so I decided top change immediately after paying.
    Only to find out that I have to return the original Motar Certificate so I emailed them online one they sent me. They said it was not the one they wanted original but I explained I never got one as I had cancelled so soon. They advised me to cancel online which I did and forwarded my online MotR Certificate. They said it was not this one but they original but I told them I was not given one. So I rang that 09.. number again and they said fill the lost declaration if whn they knew they never sent me one. So i recoded delivery via post office and also faxed them. When I came home they sent another email saying they apologise but all I need do was to confirm via email so I did. aaaah! I spent two days in all sorting it out my money as well on my mobile £60. Thank you eCAR PLEASE GIVE ME MY REFUND PLEASE
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  • i just got my refund one advise they should not hav the 09.. number so perhaps poeople will join with them and can ask question without being charged a fortune
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  • Hi ... I've used e car for 6 months now ....due to leave the country so I dint want to take out a year policy..... I have had no problems whatsoever withthem or the email system they use... If you look on line there is a landline customer advice number you can use rather than the 09 number ...which I agree is a bit of a rip of but they are not the only company who use 09 numbers ...
    I have been driving for 33years now and have had good and bad experiences with lots of insurance companies....
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  • This reply was removed on 2013-12-02.
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  • 1
    i had a problem with ecar insurance saying that they never receieved my licence when i sent it recorded delivery they cancelled . my insurance without phoning me and said now i have to pay 18 pounds to cancel,
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  • I’m frustrated
    1
    Do not use Ecar! i was told in July 2014 that i have not had insurance with Ecar since last year November, they had cancelled my insurance without notifying me so i had been driving around for 8 months without car insurance!!! so after i got over the initial shock of not having car insurance i requested a refund for the 8 months......and they come back with lots of charges!! to top it off, they are charging me cancellation fee!! the cheek!!

    To call Ecar its £1.02 per minute so not only do they rip you off with the car insurance you also get a hight phone bill!
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  • I’m Frustrated
    2
    I've been with ecar for 1 year luckily I've not crashed or had any accident as they always cut you off and would prob never payout I've experienced them claiming they haven't had my licence etc even though it was sent recorded delivery FOUR times!! You can never get through to anybody I paid for the full year £895 now my renewal is here they are charging me £433 I'd rather pay £557 and go with Diamond car insurance cheaper is not always better in this case it's awful! Rubbish company don't use them
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  • Hi. Im having problems with ecar at present. Paid for car insurance up front and in full. Downloaded policy doc's and noticed cover was to start at 19.00hrs on 1st September, I need it to start 00.01 1st September. Emailed them as soon as noticed problem and they emailed back a standard form to complete. I completed this form stating the policy needed to start at 00.01 as that is when my existing policy expires. The form they send clearly states that if you pay up fron and your policy has not yet commenced, you can make any changes needed. It also says, if you pay by Pay as you go or DD you have to cancel policy they will send money back and you start the process again.I payed up front, in full and the policy has not commenced yet, yet they are saying I have to cancel (which I'm sure incurs a huge financial charge) and start again. Will give them 48 hours to sort it out or will be wanting a copy of their complaints procedure.
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  • Hi Julie,

    Thank you for posting.

    I'm really sorry to hear about your experience with eCar. Please be assured that this isn't what we want for our customers.

    We would be really keen to investigate your complaint with eCar. To allow us to do this, please could you email complaints@confused.com, including your full name, date of birth, postcode and the details of your complaint?

    We will then get back to you as soon as possible to help you resolve this problem.

    I hope this helps.
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  • I’m very frustrated and puzzled
    2
    Can the anonymous Confused Customer Support (Official Rep) who posted this response please explain why this company is still allowed on your site?

    NO OTHER COMPANY appears to get anything like the number of very serious complaints that eCar does. What exactly do they have to do in order to convince you that they are damaging your reputation rather than making you money?

    LISTEN TO YOUR CORRESPONDENTS! Over many, many months they have been complaining bitterly about the astonishing maladministration within eCar. When will Confused take action to get rid of these parasites once and for all?
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  • Hi Mr Tilson,

    Thank you for posting.

    We ask customers to send us their details so that we can investigate the complaint with eCar directly and resolve any issues our customers have on a case by case basis.

    After sending complaints to eCar we have never had a case that was not resolved. The majority of issues relate to eCar not receiving requested information or documents from their customers, but as soon as they receive this the policy is corrected and the complaint is resolved.

    I am very sorry you are unhappy that eCar are included on our panel, Mr Tilson. If you have an outstanding complaint with eCar, please let us know and we will be happy to help.
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  • Thank you for the swift response.

    My point is that this is always shutting the stable door after the horse has bolted! The people concerned have already suffered financial loss, points on licences etc so, unless eCar are paying them substantial compensation, which I doubt, your customers are still being penalised.

    I am not aware of this level of complaint about any other company featured on your site - have I missed something? And I ask the question again - just how badly does a company have to perform over an extended period of time before Confused takes a proactive stance, rather than just helping to clear up once the damage is done?
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  • 1
    Going back to my post the other day, I have forwarded all the details to Confused.com as requested. I cancelled the policy before it even started and have purchased through another insurance provider. (Waiying for full refund from ecar)But, I have just received original policy doc's through from ecar and it still does not make sense to me. They show the insurance starting at 19.00hrs on 1st September 2014 and expiring at 11.59 am 1st September 2015 !!!. Where do they get their times from, I have only ever know insurance to start at 00.01 and expire at 00.00, (unless you ask otherwise) therefore no break in cover. Im please I bailed out at this point. The thought of ever having to make a claim through this company scares me to death, that's if I would have ever actually had cover going by previous peoples experiences !!!!
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  • Thank you Marie for letting me know that. I actually asked the girl on the phone at ecar yesterday if i needed to return the doc's when they arrived and she said 'NO'.But, as you say, it is in the small print. This company is a nightmare and the staff either have not been trained in accordance with there policies or protocols, or, more to the point, are trained to be as useless and obstructive as possible.
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  • Hi Mr Tilson,

    Thanks for your reply.

    We deal with each complaint regarding eCar on its own merit. If you have a specific complaint with them we will be happy to assist you with resolving it.

    In the meantime we have checked the FSA register, and eCar have no disciplinary history with them, which means that complaints are always resolved once they have been notified.

    Julie, I can confirm that we have received your email and one of our complaints officers will get back to you today.
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  • 1
    This is like one of those frustrating technical support calls where the support person insists on answering a different question from the one you asked!

    You are missing my point. If, every time you went to the supermarket, they overcharged you on your bill and you had to go back again to get a refund, you would surely stop using that supermarket - even though your "complaints were always resolved". Indeed, you would surely tell your friends never to go there as they always short-change you.

    This company, unlike any other featured on your web site, has a long history of complaints from many different clients - some of whom have ended up driving illegally as a result of its mismanagement. The fact that "complaints are always resolved once they have been notified" is missing the point! This kind of behaviour should never happen in the first place, let alone on a continual basis. I am mystified as to why you continually risk damaging your own reputation by constantly defending a company that is signally failing its clients.

    I am not a client of eCar - and obviously never will be. And given the attitude of Confused.com, I'm not sure that I really trust your services now, either.
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  • Hi Mr Tilson,

    I am very sorry that you feel that way.

    As Confused.com is an impartial price comparison website we cannot remove them from our panel unless they have a poor record with the FSA.
    • I urge all the people who have been ripped of and or deceived and badly treated by ECAR and GO SKIPPY to complain to the insurance ombudsman and the FSA

      it may have some effect , and may save other nice people from being ripped of by these Insurance industry charlatans
    • Just wish I'd visited this site 2yrs ago. My son was abroad and his ins.ran out while he was away but would have jumped in his car at the airport on his return. Long story but I tried to renew him with a different company as we had all his details here. Ecar was the lowest so I went along with it and did it all for him. However this was a couple of yrs ago and would have been a bank holiday on his return. Like many people on here- leading up to it I received an email saying they hadn't received the documents needed altho again-they were sent by recorded delivery.Fortune in phone calls and I was suicidal being in my 70s as to the cost and the horrendous outcome. Such a long story but now we need his no claim details confirmation as his boss put him on a company policy in the end as there was no chance of getting through to ecar. Nightmare company and should definitely be closed down. He now needs to renew on his own again now but has no proof of his no claims and has scrapped all the nighmare paperwork and policy number from ecar. Stupid thing to do and don't know how to retrieve details as we are certainly not going to spend a fortune on phone calls to eCar. again.For goodness sake how many more complaints do you need. ?????. Mrs Lucas.
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  • Hello Mary,

    Thank you for posting.

    I'm sorry to hear about your experience with eCar. If your son's eCar policy had been cancelled then this would mean that he would not have any no claims bonus from eCar; however if he contacts the insurance provider he was insured with prior to insuring with eCar, then they should be able to send on a copy of his no claims bonus document.

    I hope this information helps.
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  • This reply was removed on 2014-11-05.
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  • I’m frustrated
    I also have an issue with this useless company, half way through my policy i decided to change my car on the policy...they only charged me £40 odd pounds. 2 years later and 2 weeks before Christmas (2014) they send me a letter saying in fact i owed them £127!! And the letter was dated 11th and didn't receive that till the 20th and there was only 14 days in which to pay... and the best part about it all was when i went to the complaint department i said all this and they replied "sorry about that, is there anything else i can help you with?"!! I urge people not to use this insurance company as the there standards of everything are as useful as a one armed trapeze artist with an itchy arse! I will never use these people again.

    I would rather be someone who never returns to this company and contributes to them hopefully going into administration and bust.
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  • ecar insurance deliberately withheld the proof of no claims bonus to stop me moving company.
    For the second year in a row they locked me out of my online account deliberately as it happened last year at renewal time as well and failed to send renewal documents showing the no claims bonus. They claimed this was a system error. That is rubbish - it happens every time it is renewal time.
    I phoned them and asked for the renewal invite documents and they refused to send them (as they knew this contained proof of No Claims Bonus).
    The email reminders they sent deliberately make no mention of the No Claims Bonus so they cant be used as proof for a new insurer.
    They then only sent the proof of no claims AFTER the policy had expired.
    I had to explain to the new company how deliberately obstructive Ecar Insurance were so they realised why I couldn’t prove the no claims bonus. I made sure they realised it was a ploy by ecar to stop people moving to a new company.
    Ecar Insurance as a company is frankly, dishonest.
    Confused.com recommends ecar insurance and it was through confused.com I bought insurance via them. Confused.com are promoting a very devious and unscrupulous company and really you ought to remove them from the list of recommended providers. Really unhappy Confused put me in a situation where I had to buy new insurance when I could not get any evidence of my No Claims Bonus to show them.
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  • I’m Furious
    Ecar are scam artists, end of story!!!!!!!

    Paid in full for a policy, submitted all documents, they found an error, a genuine mistake on my part. As a result they demanded a 100% increase in the cost of the policy due to "increased risk".
    I obviously did not wanting to succumb to ecar's blatant extortion, I canceled. After a months worth of cover, they refunded me approximately 60% of the total cost of the policy.

    Thieves!
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  • Hello Stephen,

    Thanks for posting. We are very sorry to hear of the problem you have had with eCar insurance.

    Have you raised a complaint with eCar about this? If you believe that the cancellation fee you have paid is too high you can raise a complaint with them by calling 0906 736 6522, emailing them at complaints@ecarinsurance.co.uk, or you can write to eCar Quality Manager, eCar, MMT Centre, Aust, Bristol BS35 4BL.

    I do hope this helps.
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  • Anyone noticed ecar changed their name?? To bright side
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