£929.33 cancellation credit unexplained while my father faced a £1,082.70 default notice
I am writing as my father’s authorised representative because he cannot manage this dispute himself. I personally handled the emails, calls and complaints. The figures below come from dated documents.
A payment was taken on 1 July 2026. On 14 July, I emailed Got You Covered, the broker, explaining that the vehicle had been sold and requesting immediate cancellation and confirmation that no further payments would be taken. We were not seeking repayment of the first month; we simply wanted the policy and future billing stopped.
When no substantive reply came, I chased the request through four Got You Covered addresses and provided enough information to identify the customer and policy. Automated payment and arrears communications continued, but nobody explained that Got You Covered regarded a telephone call as mandatory.
While cancellation remained unresolved, Abound, the premium-finance lender, issued my father a statutory default notice dated 8 August. It stated that £1,082.70 was outstanding, £144.27 was in arrears and £144.27 had to be paid by 25 August. It warned of termination, full settlement, insurance cancellation and possible future difficulty obtaining insurance.
On 14 August, after Got You Covered was finally reached by telephone, its representative said cancellation could not be completed unless done by phone. Nobody had responded to the written requests to tell us that. The policy was therefore cancelled one month after the first clear written request.
Eridge’s cancellation schedule is now the central insurance-side document. It records:
Reason: Cancellation
Issued: 14 August 2026 at 12:21
Effective from: 14 August 2026 at 23:59
Effective to: 14 August 2026 at 23:59
Premium: £-829.76
Insurance Premium Tax: £-99.57
Total: £-929.33
The negative entries add exactly to £929.33 and appear to represent a return-premium calculation. Yet the schedule does not say who received this credit, whether it was actually remitted, when it was sent, how it was calculated, what deductions were retained or whether Abound has applied it.
For accuracy, Eridge did not issue Abound’s default notice, and the schedule does not prove the £929.33 has been transferred. My point is that Eridge produced the key cancellation accounting, apparently effective only from 14 August, while the customer remains without a transparent explanation of the refund route or the month-long gap.
The figures show why this matters. Applying £929.33 arithmetically to Abound’s stated £1,082.70 balance leaves a provisional £153.37—only £9.10 above the stated arrears of £144.27. This is not an admission that £153.37 or any other amount is due. The final position must account for the first payment, any early-settlement interest rebate, every fee or deduction, and the additional refund or compensation that may have arisen had cancellation been handled on 14 July.
My criticism of Eridge is specific. Its document records a substantial negative premium transaction but does not explain the identical “effective from” and “effective to” timestamps, the calculation, the destination of the credit, or what information was sent to the broker and lender. A customer should not have to referee an insurance administrator, broker and finance company involved in one arrangement while a statutory default process continues.
I have formally asked Eridge to provide the complete calculation, trace the £929.33, identify when it first received the cancellation instruction, calculate the position as at 14 July and coordinate with Got You Covered and Abound so my father does not bear losses caused by delay.
In my opinion, the lack of joined-up accountability shown by this timeline is unacceptable and warrants one star. I will update this review fairly if Eridge supplies a substantive explanation, completes the reconciliation and helps correct the consequences.