I changed the policy midway, removed myself and changed car details (MRS). However the broker has on their records that I am the keeper/owner and CIS have confirmed that. But im not on the policy to drive, so how can that be. My husband has always been main driver and myself and sons named. But then CIS wrote and stated that claim was refused on, POLICY HOLDER NOT REG KEEPER. Infact the v5 is in our sons name, we didnt even think this mattered due to all being on policy and live at same address. Anyhow, they reveiwed and still said no, we have just submitted the paperwork to FOS. It does state on the v5 not proof of ownership. Our son got the car on finance(to assist us), we agreed to pay the monthly cost and upkeep, in return our son had use of the vehicle, when we did not require use.When we received the v5 it had our sons name on it. The car finance only stated that we should have fully comp cover, and we were led to believe anyone can be a keeper. I asked Broker for trancsript of when i changed details, they said it could take them 8 weeks.If i did not answer the correct questions on this midway policy then it was a misunderstanding of what they wanted as owner and keeper are two different things?

Our other car policy is up for renewal, unfortunately with CIS aswell. We received our quote from the broker, saying, that CIS were unable to renew our policy on this occassion, and the best deal they could find was an incredible £5534.With a co called DISTINCTION. Needless to say I rang the broker to state that we would not be using their quote. Our policy was 842.00 last year. I noticed on the renewal statement, that during the year, I had a slide in feb when we had the snow, that was in the column under my husbands details, then our son had a collision if april, that was also in my husbands column, also 2 claim for glass( one on old car) and one on this car. So it looked as though my husband had done all this himself, I complained to the broker, Why have you put them under my husband? she replied that as he is the policy holder thats what happens, but I said , surely that cant be right, it looks as though he is a bad driver, over 34 years driving and 1 claim, she said Oh I will have to contact CIS and ask them for the details, will ring you back. I also pointed out that when we apply to other companies for quotes, where it says how many claims made, what do i say, she didnt know!. I believe that each individual person who has to make a claim should be clearly stated under their own details, or am I wrong. It look as though my husband has had these accidents himself otherwise. Any advice on this .Plus,didnt think that glass was counted as a claim, considering we paid extra to protect our 65% bonus, are they taking the PEE with their so quote. I asked Nowhich union for exact same quote, and stated 1 window claim for husband, 1 window and a collision for our son. Im not fussed about driving. It was 1200 approx. But if they take the claims made in the policy holders name, then do I have to state all the claims in my husbands name as it reads on the renewal statement or break it up to individual driver as claim.I think that CIS are gradually driving me insane.

Cunningham Lindsey I believe do the donkey work for CIS, so basically if they say NO, CIs , simply review and then agree with them. I had to chase both of them up, without being pushy, as they could not apprehend that our car was stolen, and we did not lose it! The police provided a crime report number and attended the vehicle when it was first found. However Cunningham and Lindsey, persistently asked, were you driving the vehicle ? who used it last ? WEll the blooming thief obviously. They are like robots, they repeat everything over and over, as if they are talking to somebody beneath them, they do not realize that this is a stress fulltime for the victim. To date, the car is un recovered stolen, they didnt even believe that, and that was what the police stated!. So thay are not trying to assist you as the paying customer, but to find any way out of the insurer paying up. Keep copies of everything, do not send your cover policy back if they request. Refer to FOS , SOUTH QUAY PLAZA 183 MARSH WALL LONDON E14 9SR, if you receive a final letter of refused claim from CIS. Then contact FOS, who can send application form to begin review, or you can complete online.Lets hope your paint saga does not come to this.

I am having a Car claim issue with CIS, they refused our claim on a technacality and it was passed over to CUNNINGHAM AND LINDSEY, who asked the most stupid questions over and over. It has been passed back to CIS to reveiw, needless to say it was again rejected. We have sent everything to FSO london. These insurers are quick to take your premiums but try and find any loophole they can. Our claim began March 2007. After2 requests to the broker , they have told me they will check their calls and it will take upto 2 months, they have a backlog, I WONDER WHY? or 40 working days.

Sorry dont mean to sound a bit dim, but what do you mean NO IT CANT? . thankyou.

Finally after two requests to broker M&S, we received a call back, saying from their pc notes. They have My husband as policy holder and son as named driver, I said that is correct, but what about the keeper question, the agent said, well it doesnt say , it assumes that the policy holder is the reg keeper, i said but anyone can be a keeper?, that is correct he said, but if you want us to locate the call relating to change over details it will take the department at least two months. So that is happening. So I asked, would CIS go from that pc page for the details? yes he said. In that case why did CIS and yourelves state to me in a letter that Mrs (ME) was the keeper. I dont know he said. It just shows on our pc record that (MR) my husband is p/holder and son is a named driver. So I cannot do no more untill they reply with exact details, they will see if I clearly stated that someone else other than my husband was the keeper? or to see if I was asked the appropriate qustion and done in error? Will keep you informed.

Received a letter today from CIS stating that the reveiw is over and that it is NOT CHANGING THEIR DECISION, We have been sent all documentation and letters to FSO sOUTH QUAY lONDON, to see if they can advise us further, I would like to know what is the diference between, FSO and the FSA. My husband no claim bonus on this policy is zero. As we have another policy for another vehicle and use the top allowance awarded on that. So in answer to your query, there are no claims bonus deducted on this policy / claim. We have always added named drivers to our policies, as it benefits us having the availability of a car at all times.We can only put this documentation to FSO , we do not have to play ignorance or hide anything, If it is the case that they neede to see v5 in the same name as policy holder, we could have sent that away ourselves and then they would not have refused claim, but it was just simply never thought of to that as, i changed the policy midway, but never sent away the v5, as oour son resides with us and the vehicle was kept at the same address, it was an oversight really, no more than that, and feel that we are being harshly treated, There are no other legalities involved, and a lawyer has said to pursue it as a settlement should be reached, if not in full partial, on tech issue . We will have to await FOS, and then perhaps try via solicitor.

whilst we are waiting to hear from CIS on our claim. I have searched the iternet for online insurance companies to read what they mean and what assumtions are made. They vary, using CONFUSED . COM, they ask seperatly, WHO IS KEEPER, WHO IS OWNER, therefore you can assume they are two different questions and possibly answers.They then do searches for you on the answers you provided. Then when you go to say NORWICH UNION, there question is WHO IS REGISTERED OWNER, no mention of keeper? it is no wonder why i have had this problem. Out of curiosity I queried Norwich union and asked them to clarify, REGISTERED OWNER, THEY SAY IT MEANS THE NAME ON THE V5 AT DVLA..They did not want to know who paid for the vehicle or where I got it from or who financed it. so good luck to anyone who thinks ,honestly they have insurance. As for STUTHTHESAINT reply, thankyou for your opinion, I have written letters here from both my broker M&S and CIS clearly stating Your policy has been cancelled and claim refused due to POLICY HOLDER NOT KEEPER. And that is . If as you stated it is because our sons has financed it , then that should have been made quite clear in all the correspondence from them, they cannot and I will fight them on this now use that as a further excuse against us. I have taken their correspondence as written. M&s have not sent me transcript or tape recording , how long do you give them, it has been 2 weeks. I requested this by post, and have heard nothing, apart from request for us to send policy document back to them. We have not done so. This has been going on now from march 17th 2007, nearly 3 months. We will use a solicitor if needed. M&S just issue same old letter , we are not liable old crap, really. So, will keep you informed.As for fronting, and they dont like it, make it illegal, which it isnt, just morally whether you do it or not. All our policies have been my husbands, always added the children even, when they were learner drivers, we have never come across this prob untill we HAD a CLAIM.

The issue raised on my husbands fully comp policy WAS REG KEEPER NOT POLICY HOLDER. The broker had on the policy notes that I was the reg keeper (MRS). Infact our son is REG KEEPER. So when we sent all the documents in for a total loss of car claim due to RTA, they refused our claim, saying we had failed to give material fact. Since then we have requested CIS to reveiw this judgement, after advice from legal team that this is a technical issue and would not have effected or caused fraud. So we are waiting for another 4 weeks, then will take it up with the FSO if they don not offer a agreement. This policy was changed by me mid term, and I was the previous reg keeper on that car, but I removed myself from the policy details and changed the car details, this is where the confusion lies in the way as I dont remember what was asked at the change over by broker it was a year ago?There does seem to be utter confusion on what OWNER and KEEPER refer to as they are two different things, but the broker simply asks owner/ keeper all in one question. I hope this clarifys my situation, but please ask if you want to know anything else, the forum site has given me some very helpful advice.

Chasing up CIS , they are still waiting for report/ findings from the underwriters, who are waiting in turn for the broker M&S. Gave me a NOT HOPEFUL outcome although the tone of voice from the chap at CIS was hesitiant and tried to go around and make excuse for anything I chose to ask him or bring to his attention. I told him that I had requested M&S to send transcript or paperwork to do with the day that I changed the details on our policy and that I had heard nothing, he was not bothered, I said that we had received a letter from CIS to ask us to snd back the insurance certifcate but had also had request from M&S to do the same, what should we do, he said perhaps you should send it to M&S as they issued it, I rang M&S and they said send it to CIS as they the insurers? makes me wonder if they really understand the job they are doing.So we have it here. The Cis chap wasnt familiar with our case although he has been the same chap dealing with it ,I has to explain to him that this is an old policy that was changed midway, and not a new policy taken out for that vehicle and perhaps this can go someway to help explain the problem / error of reg keeper. He said i should have been asked the following when changing details"is the vehicle registered with the licensing authority in you name" to which I supposedly said yes ?. I told him that I was not asked that phase and in that sentence. I was asked owner/ keeper. He said oh well you still said yes. But I said to him, that is not correct as OWNER and KEEPER are two different things arnt they?, he hummed and did not really have any answer but just babbled on. So I think that if they still refuse our claim we will have to get a solicitor involved.

For my husband only to insure , it was £200, pa. With adding our son , it is just under 1000. We have always had our son on our policy of ours since he was a learner at 17yr pased first time at 18yr. Our son is now 21yr, and only ever claimed for a window, infact it has been my husband who had a claim in feb for own fault, no other party involved.Anyway, I was as you have noted on the last policy, but changed the details to the new car, I am still down as reg keeper, I have asked the broker to send me a transcript of that time , they have requested that we return ins policy, and they will repay the premiums back,however we received a letter from CIS and they will review the report. We have kept up the monthly direct debit as requested to keep policy live, and we did receive legal assistance , they have said that this more a tech issue, than material fact. And maybe a compromise could be reached where any extra premium ( a result from our son being a named driver and not a policy holder) be deducted from the claim. We have been astounded at how many of you have replied and with some variations, opinions. We do think that owner/ keeper question when applying for a policy, should be clarified. As some one said OWNER, KEEPER and reg keeper are all different, How are we to know?. We do have an interest in the upkeep, we pay the policy premium and a sum towards the monthly finance in return for almost full use of the vehicle. Neither ourselves or our son could manage the whole total as individuals, this was a joint decision, although we were never asked to be guarantor on finance, it is our sons name. But the Insurers are not disputing that area, they just queried and refused claim on policy holder not being reg keeper.We will update you all soon.

How are we to know what the difference is, when there does seem to be difference of opinions in all these threads! What does the insurance want you to answer too, keeper or reg keeper, what is the difference?

The insurers have not queried or refused claim due to the finance in our sons name, as we assumed like another thread, that it is the finance co,untill the agreed payment is made and then our son becomes owner. Anyway, it has been soley refused on (MR) my husband not being , registered keeper, as on the brokers file it states that (Mrs) myself, is keeper. What we are trying to ascertain, if as A legal team have stated that this is just technical and should be pursued as, the driver who used the car last is fully entitled to, as named driver on our fully comp cover. And we have always has named drivers on my husband policy as HE IS THE MAIN DRIVER and the others use occassionly, so why would anyone pay for their own policy when this is the case? I rang broker M&S and have not had any call back,although when I rang them again, a note was on file that on our behalf a call has been made to CIS. Today received a letter direct from CIS saying Sorry for your inconvenience and that you felt you had to complain as your policy was rejected and made void. We will reveiw the report from our assessors Cunningham & Lindsey and make enquiries. Should an agreeable solution not be found , you will then be able to refer to FSO. I sent copies of letters received and complaint in writing direct to M&S as suggested by the legal team ( free) entitlement to do so as they are our brokers. So will keep you posted,it could be weeks, thankyou all for an insight to a complicated issue.

Update for you all. Contacted legal advice team, this is included in with our policy entitlement, after giving the facts, and reading the response letter out too the lawyer, which we received this week. The legal team have suggested that I contact the brokers M&S as the fact that CIS have refused our claim, keeper not policy holder, is a technical issue as the keeper our son actually resides at the same address and, V5 is a location of where vehicle is kept and a legal requirement by DVLA.And any changes that are listed in policy as far as they are know would be details of drivers on policy..So I am more hopeful now. The lawyer advises that once we have spoken to M&s to follow it up in writing and allow them to proceed on our behalf, negotiating with CIS. Obviously specifically stating that we have been a regular customer with 1 claim , no premiums or any thing other than the keeper issue in dispute.

the car in question is on finance that our son has via capital financial , they automatically put the keeper v5 in his name., I contacted M&s to change car details, as I was also coming off the last policy and at no time did an agent say, keeper has to be policy holder, otherwise I could have simply sent the v5 away to be change the name only. I do think that it should have been bought to my attention. As like my husband and I assumed, that as long as the car and named driver had up to date policy, that was it. If they are voiding claim due to the info stating (mrs) was keeper and then we return the V5 in our sons name,I can see how this would not match poilcy holder, but where does it clarify that insurance is void if they did not match. An agent should have clarified this owing to the fact I being removed off the old policy, and feel totally let down, that a simple change could avoided all this, and yet it was not bought to our attention, and with having a claim already gone through some months back you assume that the insurance you have is adequate. after all you. even with my husband as main policy holder, I can assure everyone who has made a reply to me, that the insurance for him alone was £200. per year if that , but with our son on it went to over 1000, so i wouldnt say we duped or intended to misrepresnt the company, we are clearly shocked at their response after 2 months?, no corresspondence in between .We were not to concerned at the time scale as we believe that the police do have allow 2 months to verify the car still unrecovered. As it stands we are without transport and owe finance £10.000 due to a keeper error. I approached fso, they say I must put in writing a complaint to CIS or m&s direct allow 8 weeks for their response, then revert back to fso if not sorted.. So waiting now for M&S as they are who we always approach first whenever we need assistance.I will update so that other members may avoid upset unlike we have, through not enough knowledge, and not simply to get away with anything.