Lifesure Reviews

This has now been investigated by a senior manager and, inline with his recommendation, a full refund has been made which we trust you have received. Gary

We have made an extensive search of records as have our claims handlers. Neither of us can find any reference to a claims event while you have had a policy with us. However, we do note that you told us of a claim that occurred before you commenced your policy with us. Could it be this policy you are referring to? Gary

Further to our brief telephone conversation this afternoon we will ring you Monday as requested to discuss and assist. Ben

Thank you for your feedback following your recent claim. We passed your comments to the Head of Operations at Soter Professional Services to investigate. His response is below and will, hopefully, explain their reasons for sending the email relating to storage. Soter will take on board your concerns and review their wording accordingley. With regards to your quote for another vehicle and an online reference number, regrettably, motor vehicle insurance cannot be purchased online through this brokerage at present. We are activily working towards this goal as we are aware this will enhance the service we currently offer via the telephone. Gary Thank you for passing this matter over to Soter. Following road traffic accidents, it is not uncommon for vehicles to be collected by recovery agents and placed into storage. Indeed where the police arrange such recovery of a vehicle from an accident location the charges that apply are enshrined in law under and are statutory (as laid down in the Removal, Storage and Disposal of Vehicles - Prescribed Sums and Charges) Regulations 2008 and subsequent amendments. Soter Professional Services provide a number of services to all Lifesure clients and a significant area of our involvement is to take the initial notification of all claims. As you will recall from the claim you reported, Soter professional Services transferred you to your insurance company Lifesure Specialist Motor to address the repairs/ total loss handling of your claim. Your insurers will usually arrange to inspect your vehicle rapidly following the notification of the claim. However should a delay occur and a client’s vehicle be incurring storage charges it has been known for the insurer to refuse to provide an indemnity (cover) for such costs. In order to address this risk, which we do understand is only a slight risk, Soter Professional Services has made the decision to state a client’s legal responsibility in respect of storage charges following ALL road traffic accidents in order to ensure that any costs that could be accrued are mitigated to avoid an unwanted and unrecoverable expenses. Your feedback is very gratefully received, and I will review the current wording used in our letters to see if the communication can be improved to make it clearer that the intention is to protect rather than heighten anxiety. The recovery agents used in your accident are not a Soter Supplier, however I am sorry to hear their service was not up to the standards you would expect and as a result I will carry out an investigation into their involvement in your claim and pass your comments on.

Following our conversation duplicate documentation has been sent in the first class post today. Kind Regards Gary