Paid over 14k for a policy in February
Paid over 14k for a policy in February, I would estimate in total I have spent between 40k and 50k with this broker, happy to be given the exact figure, but I cancelled in July, the valuation of rebuild of my property was £1M over 2 builders including the builder who built it, we argued about the security and they even increased the policy by £1500 and demanded I pay, I said no and requested a refund. They offered me £3100 as a refund, I was furious, they then changed it to £4900, £1800 jump just like that! I said that’s not pro-rata, they told me to read the terms and conditions and they were keeping full commission. It was as blunt as that! I told them that was unacceptable, I have had emails ignored for weeks, calls not returned, as soon as you say you’re leaving they have no interest in serving me as a customer, you have to do all the chasing, it is shocking but you’re not making them money anymore so why would they serve you?
I recommended these people to friends and colleagues, I have of course the opposite opinion. Everything is good when you're paying them, but when you are leaving it's very different. When you do a get a reply it’s short and says read our terms and conditions, no service level at all. I gave them my bank details on the 23rd October, I chased twice for the payment to be told they will not pay me until their insurer pays them, that is not my problem, I paid Nowell & Richards in good faith, they should pay me back and it’s way short of what they owe. Today 14th November, I got told the same thing, they wouldn’t pay me back and that again they have changed the amount and now I will only be paid £3900 for a £14k policy took out for just 5 months. That’s 3 changes in the amount to be refunded and they will do anything they can to repay the minimum, they do not share their full calculations, this is clearly deliberate as they don't want the reveal commission, that means the refund they can show could be any amount, zero transparency. There are many brokers out there, don’t make the mistake with this one, I have reported them to the FCA, the insurance ombudsman, trading standards, everything is on email and is documented.
They should have just paid me what I was owed, not give me 3 different figures, not ignore me and then refuse to send any money at all. I would like the full amount repaid, I have no problem in people being paid commission either for a good job or for the time given, but their service levels deserve zero commission, the fact they are keeping 100% commission with some of the worst service I ever encountered is topped off by currently refusing to pay me anything at all, I don’t see how anyone would choose this broker.