personal finance

Motor quotations failing to live up to comparisons


Many people use these popular sites to source the cheapest motor premiums but a new investigation by consumer champion Which? declared that “inconsistencies are rife”.

Six out of 10 policies carried “mismatching” details between sites and policy documents, which meant that motorists may not be getting the cover they expected.

Which? found 10 cases where a site offered a courtesy car when the motorist’s own vehicle needed to be repaired and yet the policy document made no such guarantee.

Personal accident cover was also inconsistent, with one site offering up to £5,000 for disability, but the policy document stated just £2,500.

Many had incorrect information about protection following loss or theft of keys.

Which? revealed its research found inconsistencies and a lack of real choice that could leave consumers at risk of purchasing policies that don’t meet their needs.

According to the Competition & Markets Authority, almost 85 per cent of internet users have used price comparison sites.

However, the research found that choice is more limited as the same policies pop up again and again in a slightly different guise.

For example, brands Admiral, Diamond and Elephant are all part of the Admiral Group, with little difference in pricing.

Which? money editor Harry Rose urged motorists to double check their policy documents: “Millions of consumers visit these websites hoping to make an informed decision yet our findings cast real doubt on their ability to do so.”

Personal finance specialist Andrew Hagger was disappointed to hear that some customers may not be getting the insurance deal they signed up for.

He said: “These comparison sites advertise aggressively for our business and it is essential that information provided is accurate, up to date and not misleading.”

Hagger advised that if your cover does not match what was advertised, complain to the comparison site and ask them to amend their insurance terms or offer a partial refund: “If you don’t get a satisfactory response then do not hesitate to contact the Financial Ombudsman Service.”

He suggested trying more than one comparison site when buying cover.

Ian Crowder, insurance expert at the AA, said many insurers strip out benefits to offer a competitive price on a comparison site so you may get fewer extras: “Things you might take for granted, such as a hire car in event of a crash, windscreen cover, motor legal assistance or comprehensive cover when driving in mainland Europe might be excluded.”

He said car insurance is highly complex, so some anomalies are unsurprising when comparing policies: “Whether you buy through a price comparison site or direct from the insurer, it is important that you check the policy wording first to make sure it matches what you were after.”

A Confused.com spokesperson said insurance policy documents can be incredibly complex: “We’re constantly reviewing how information is displayed and value any feedback.”

MoneySupermarket said all the insurers featured on its site must provide updates on any changes to cover: “Every brand is audited on a regular basis. If we pick up any inaccuracies we then liaise with them to resolve the issue and avoid customer detriment.”

GoCompare said it had tried to replicate the examples provided by Which? but was unable to do so: “We are careful to ensure details are kept up to date through a series of automatic and manual checks.

“We rely on our insurer and broker partners to keep us updated with any changes to policy features, and this is usually highly effective.”



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