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My car insurance quote has doubled after a crash that wasn’t my responsibility, even though my broker said once the claim was settled my no claims discount would be reinstated

In January, a car overtook me while I was turning right. My car was not damaged but the other party, who lost only door trimming, claimed £1,000 for repairs and £1,300 for car hire, which made me wonder how “accidental” the crash was. The claim is being handled by Premier, the company that my broker, Budget, insured me with. The other side is denying blame and the insurance companies had still not agreed by July, when my policy came up for renewal.

The new quote from Budget more than doubled to £717. Premier told me that, once the claim was settled, the no claims discount (NCD) would be reinstated, so I accepted the high premium. But Budget is saying the premium is protected and I should have queried the figure in July because nothing can be done about it now.

SA, Oxford

Budget and Premier left you confused. Premier said that it would reinstate your NCD when the claim was settled if you were found not guilty, and that you would receive a refund. You assumed that the sharp rise in premium reflected the lost NCD.

But Budget said Premier would not even know that you had an NCD, let alone that it was protected against making claims. Premier should not have commented if it doesn’t know the details of customers’ policies.

Budget has confirmed that you are not due a refund. The £717 includes your 60% NCD and, without it, you would be paying an extraordinary £1,793, which is, says Budget, the best rate available from its panel of insurers. It later admitted that the unresolved claim probably had increased your premium, and offered to recalculate if you were found blameless, but didn’t expect the figures to differ much. It agreed that its call handler should have spoken to you more slowly when you asked, and has sent you £50 compensation.

Premier then told you that the other side had been found at fault last March, well before the renewal date. Budget says this outcome has only now been agreed. It recalculated the premium, which fell £20 to £697. I urged you to check other insurers’ prices, and Saga quoted £270. You cancelled the Budget policy with eight months left to run. It refunded only £163, because you still had to pay 70% of the annual cost, legal insurance and a £35 cancellation fee.

I thought this unfair in view of its high premium and lack of interest in your problem, so it is now charging you just for the months you were insured, which, with extras, is £293. It refunded a further £161. I asked for a breakdown and was told there had been an error (unexplained) in the £163 calculation, which was why more was returned. It has clawed back the £50 gesture but will send £190 to make amends. This brings the total refund to £404 but, ignoring £27 for legal protection, you’ve paid £266 for four months’ cover.