Electric car subscription service Onto is slow to sort out my insurance claim | consumer affairs

Onto electric car subscription service touted as the future of car ownership but takes advantage of its customers.

My wife had a car accident in early February. Someone tried to pass her on the left, using a ramp, then knocked her down.

Onto took the excess £1000 up front and said we would get a refund if my wife was found not to be at fault.

I was frustrated because when I signed up it was intended to offer an add-on which would reduce the deductible to £350.

However, several weeks before the accident, I was told that I was not eligible because I was already a customer.

He took the money by direct debit in February and said he would look into the situation and let me know. Since then I have followed several times and heard nothing…until now. He says that since he doesn’t have the license plate of the other car involvedhe keeps the £1,000.

It’s not true. We submitted the license plate to its insurance partner, Zurich, in February via its online portal. I also emailed Onto asking him to send the dash cam footage from the car to Zurich.

I have very little recourse left to get my money back and I am canceling our membership. I made my frustration clear, but that does nothing to help.

A M, Oxford

I’ve received several letters regarding issues with car club membership, but this is the first regarding Onto, which aims to make electric cars more accessible. You have clearly been spoiled.

Onto says the claims process is expected to take 12 weeks to resolve and, once resolved, the customer would be refunded the difference between the excess and the repair.

He says: “Unfortunately, in this case, the process took much longer than 12 weeks, leaving the client in a difficult position. We take responsibility for this continued delay and have therefore refunded the customer any excess charges.

Onto is making changes to improve communication with customers and speed up the complaints process: “This should alleviate as much stress as possible for our customers following an incident.”

You are happy to get your money back, but you wonder if others have been mistreated as well.

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