Published On: Mon, Nov 4th, 2019

Justice for young driver after crash claim losses | The Crusader | Finance

Jay Baker, 19, and his grandfather Clive who helps him with money matters, are allowing themselves a few whoops of joy at the settlement they fought long and hard for. The insurance business is one often built on layers of different parties. Outsiders, and that includes most ordinary people, are totally unaware of the complexities until they pursue claim and then the set-ups can be utterly baffling.

++ If you’ve been affected by this issue or feel you’ve been a victim of injustice, please contact consumer champion Maisha Frost on ++;

Administrators, underwriters, brand names fronting insurers, claims handlers … the list of middlemen with different names and functions goes on and not all, it has to be said, take the time to explain their role to customers.

Jay and Clive, from southern Scotland, were threshing around in that bog and slowly sinking when they contacted Crusader a couple of weeks ago.

In June Jay’s Ford Fiesta was struck from behind in daylight while it was stationary, writing it off. 

His was a no-fault claim and his policy, which had been found through a price comparison site, was with Woop, a specialist provider of insurance for young drivers, a category where because of the extra risks has higher premiums.

Jay paid £112 a month and part of the good deal was having a telematics black box fitted to enable monitoring and help improve driving habits.

Most of the claim went smoothly. Jay’s replacement car was bigger and his premium rose to £158 a month. But the settlement left out his policy’s £375 excess. 

He was also told he needed to foot the bill for another black box for his new car. As he was well aware, without one his insurance would not be valid.

“But this is not right. If the accident was not his fault, why should he have to pay hundreds of pounds more, that is what the insurance is for,” Clive argued when he told Crusader of their troubles trying to get some from the insurer’s side to look into the case. 

Crusader checked with others in the industry and the consensus was the excess should have been paid along with the black box cost as the full amount of losses would have been recouped from the other party’s insurer.

Woop is a brand name Clive learned and somewhere in the mix was a company called Cogent Insurance and another Inspire Claims. Woop Cover is also an appointed representative of The Insurance Factory part of the Markerstudy insurance group.   

Rapidly losing the will, “I’ve sent many emails and not had a response,” Clive added. “Now I’m told the claim is off their books.” 

We asked Markerstudy, a company that had also previously helped another Crusader customer, to break the impasse.

Jay and Clive say they have now had the call, an apology for delays and the resolution they had been seeking from Cogent Insurance, Woop’s parent. 

Markerstudy confirmed it is its policies’ administrator. “We have been liaising closely with the team there to resolve the policyholders’ queries. We’re pleased that this has now been settled,” said a spokesman.

£540 is now on its way to the family. “I’ve now been told it took longer than expected for the other car’s insurance to deal with the liability and there was a staff shortage which is why we didn’t hear,” Clive explained.

“My grandson is currently looking for work so having the car is essential. It’s not always easy for young people these days and we are very grateful to Crusader.”

We would also like to applaud Clive’s role. When young people have practical support from caring parents and grandparents it makes the world of difference to their prospects.

Sadly not all have that and Crusader wonders how Jay would have fared without the backing of Clive. Companies with young customers need to think of how vulnerable young people can be and take account of that. After all they have no problem taking their payments. calls for cutting “stealth” tax so young workers can afford cars  

“People aged 17-24 already pay a substantial amount more for car insurance compared to older drivers,” explains’s head of motor Dan Hutson.

“This age group has been disproportionately affected by the Treasury’s previous increases to Insurance Premium Tax, adding an average of £165 to their insurance costs. 

“It is a stealth tax and makes driving a car a luxury for many who need to get around for work or education.” 

Comparethemarket’s research has found that 27 per cent of young people fear that they would risk losing their job if they could no longer afford to drive. 

“To truly make driving more affordable we believe the Government should scrap or cap Insurance Premium Tax for young people and help ease the financial burden of car ownership,” adds Hutson.

“It is important that people of all ages shop around and compare prices and policies from multiple providers – because the best insurance deals are typically secured by customers switching providers regularly.”

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