ORIGINAL: Malcolm H
Erm isn't that mis-representation? I'll wager that their cover for other makes ain't that hot either!
Exactly my thought - I did get a reply, however:
I write in the capacity of Compliance Officer for Click2protect, the owners
of the car2cover web site. I have thoroughly reviewed your complaint and
would like to take this opportunity to apologise for the disappointment this
eligibility issue has caused.
As you know, www.car2cover.co.uk is a passive web site which makes itself
available to those who seek to buy supplementary motor insurance products
including Gap Insurance, Tyre Insurance, Warranty, Breakdown Cover and MOT
Our web site has been deliberately and carefully designed to provide an
open, informative and transparent environment to obtain product information,
quotations, eligibility, terms and conditions and an opportunity to buy.
Every product page is accompanied by the same 'thought process stepped' menu
link options in the left hand margin;
* How does it work?
* Show me an example
* Can I buy it?
* Quote me on-line now
* Why car2cover?
* Common questions
* Show me the policy
* Making a claim
Each of these menu options provides clear and transparent information on the
particular topic. In the case of your complaint the following pages clearly
describe Maserati as an excluded vehicle;
* Can I buy it?
* Quote me on-line now > Policy Documents box in lower right corner
* Show me the policy (in html format)
* Show me the policy (in pdf format)
During the buying process customers are asked to complete an on-line order
form which collects customer and vehicle data. That form is generic for all
available insurance products and each product has different eligibility
requirements. For that reason and to meet stringent FSA compliance criteria,
we request customers to check a box to confirm they have read and understood
our Duty of Care and Disclosure statements. One of which clearly states "I
conclude this purchase having received no advice or recommendation from this
web site or its owners. I have made my own choices and have satisfied myself
that the product/s purchased meet my demands and needs. I have read the
eligibility criteria within the Key Facts and Terms and Conditions
Our order form will not proceed to payment until customers have clicked that
box to confirm they have accepted the four key statements including
"eligibility and choice."
Your comments on the use of an image on the policy document and our drop
down menu have also been considered.
Drop Down Menu
Our manufacturer drop down menu is a generic menu for all past, present and
future insurance products. That field is not presented as or described as
"eligible" vehicles for your chosen insurance product. It is simply provided
as a customer convenience.
Policy Booklet Image
We have passed your comments on the use of that image to the scheme
administrators, Advent Solutions Management Limited t/a Motor Partners. At
this point we are not aware what make or model this image represents. We bow
to your better knowledge on the identification of that image and have asked
them to remove it in due course. If you have chosen an insurance product on
a visual inference we apologise and will endeavour to remove it. We thank
you for that observation and comment. However, regardless of the image the
administrator uses it does not suggest that any vehicle of that particular
model would be eligible, as eligibility requirements also include age,
mileage, service history and usage. The verification of those eligibility
components requires customers to read the Can I buy it?, Show me the policy
pages, or read or download the policy documents in pdf format. We must
assume that your visual identification of this image means you have visited
if not downloaded this document which contains more detailed and specific
Having fully considered your complaint I am satisfied that our web site does
not deliberately or unknowingly misrepresent its products, suitability or
To pro-actively identify an ineligible order and issue a full refund does
not fit the activity of deliberate misrepresentation. We are in the business
of selling insurance products and there can be no financial gain or
supplemental benefit to refunding customers premium.
Our recorded log of events is as follows;
11:59am Saturday 15/3/08. Your order was received by our web site.
23:53pm Saturday 15/3/08. Your order was manually identified as ineligible
and a full refund was made.
10:38am Sunday 16/3/08. Your emailed complaint was received.
08:48am Monday 16/3/08. Your complaint was acknowledged and passed to me
for review and action.
I am also satisfied that we have responded quickly to your complaint.
If you have suffered financial loss as a result of buying this policy,
please forward details together with supporting receipts and we will be
happy to consider reimbursement.
Finally we do sincerely apologise if you have been disappointed with your
experience and hope that you are successful in finding suitable warranty
cover for your vehicle.
T J Barley