Good afternoon,
Thank you for renewing with us for another year.
However we are sorry to hear that you had trouble getting revised prices with various options beforehand, we have looked at the course of events and i can now confirm why certain things were explained to you.
Your first point regarding not receiving a phone call in response to your original email is completely valid, the renewals agent had sent off for various quotes with the young drivers and he should have called to explain the timescales involved.
This was his failure and he has been spoken to regarding this, it is always our intention to rectify situations and respond as soon as possible and on occasions where Insurance Companies may delay us we must keep clients informed.
With regards to your comments on prices given either accurate or otherwise i would like to explain why we did our best but ultimately could not achieve a better result for you.
When the matter was dealt with over the phone with you we gave you an estimated price for adding 2 drivers under the age of 25, this was based on years of experience and knowledge of the current market.
We confirmed an estimate of £3-4000 to check your interest and you requested we continue to get the price, we could not at this stage confirm the insurer as we had not comprehensively searched the market.
Following instruction to do so we spoke to all of our available underwriters and tried for a few days to get a reasonable price. We then offered a price for £4900 with UKIS, but you decided that this was a prohibitive cost for adding the drivers you wished to includ under your policy.
Our agent did explain the difficulties involved and I can fully understand your frustrations, however the prices and opinion of underwriters cannot be influenced by us and therefore do not reflect our stance.
We will always try and deliver the best product we can for the best price available on the market. Although I feel we tried our best for you with the new drivers we could have given you the information at an earlier time so our service initially was not as expected by The Plan Group.
Please accept our apologies for this and note that we have applied a £20 discount from your renewal which will be sent by cheque first class today.
Your sincerely,
Daniel Bryant
Renewals Manager
