Paymentshield. Some years ago my wife and I took out an insurance policy with PaymentShield that would pay the mortgage in the event of either of us being made redundant. The policy has crept up over the last six years from £26 per month to £30.  My cousin who arranged the policy all those years ago recently asked me had I reviewed it because he thought it was changed to cover only my wife’s salary when I started my business and since then, my wife has given up work to be mum so how could I possibly claim?  Well he was right.  We’d paid the last few years of premiums blindly on direct debit and never once questioned it. Now, hands up, this is my fault. The insurer has no responsibility to repay any of those premiums. I cancelled the policy recently but did write and say to them that if there was any opportunity of a refund of premiums I would appreciate it. It was no stronger a request than that. After all, I didn’t have a leg to stand on. But today, a letter arrives. They have refunded £600. A total of 20 months premiums. I was aghast. Grateful too but mostly bowled over by the completely reasonable attitude. In the current cash-strapped financial markets this is all the more remarkable. So, PaymentShield, thank you.  This is my first example of stunning customer service. Well done PaymentShield!

And so to another Insurer (I know!, who’d have thought it?). I had finally reached the end of my tether with the AA. We’ve been members of the AA for 10+ years and nothing will shift me from their breakdown service but until recently I thought I was doing OK on the car insurance front. It was a regular hassle though that only the policy holder was allowed to administer stuff. With the most recent renewal quote and my recent purchase of a new (old) car bringing the family total to three vehicles I decided to shop around. I’m 40 now, My wife is 34, we’ve got 10 years+ no claims, low mileage, modest vehicles. How then was I paying for the three cars a total of £1500 per year with the AA?  The AA don’t do a multi car policy (two of us can’t drive all three at the same time so you would think there was less than 3 x risk) so I called Admiral. Within 20 minutes I had a quote that has saved me… £1000 in the next 12 months. What’s more, I can administer all three policies. The paperwork arrived the next day. The AA cancelled my policies and refunded a few hundred pounds in total (promptly, to their credit). Today I phoned Admiral because I hadn’t received the confirmation of no claims that they needed from the AA. “No problem Mr Gray, I’ll call the AA and call you back”. AND SHE DID! Ten minutes later, I hear “OK, Mr Gray, no problem the AA have confirmed the no-claims, your policies are fine, have a nice day”.  Of course with insurers, the only real measure of quality is when you have to claim but given my claims history (and the fact that I read the small print) I have to say that the annual renewal, the cost and the service (when it comes to adding drivers, switching cars etc.) I get throughout the year is the only usual measure to hand. My experience thus far with Admiral has been the smoothest, most cost-effective and pleasant experience I have ever had with any insurer. Well done Admiral!

Finally, I had cause to declare my new old car off-road. The log book had been delayed or lost in the post. I called DVLA. A new log book arrived two days later. I logged on last night, entered the log book reference and the registration on the government direct website, clicked a button to declare SORN and that was it. Done! No cost, no fuss, halfway through the night when it was convenient for me. A small victory perhaps but it’s the little things in life that can so easily make it harder than it ought to be.

Great service from two insurers and the government in the space of a few hours. This is a good day indeed.