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This series, Lucy Owen is going to be 'on the case' solving your consumer queries. This week, Lucy helps Sharon Bevan from Maesteg, who had a problem with her Asda car insurance.

Sharon Bevan

Sharon had taken out a car insurance policy with Asda for £348.00. She had shopped around online as her renewal quote with her existing insurer had been high due to adding her daughter to her policy, as she had recently passed her driving test.

Having sent the necessary paperwork to Asda by recorded delivery, including proof of her no claims bonus and licences of all the people on the policy, Sharon confusingly received two letters in reply. One was a new certificate of motor insurance, but the second letter informed her that the insurance had been cancelled because they hadn't received any licences - plus they were charging her a £75 cancellation fee.

After seven weeks, Asda admitted they had received the documentation on time and waived the £75 cancellation fee - but Sharon had had to take out another insurance policy in the meantime, which had cost an extra £180 more than the original Asda policy.

Lucy got on the case and questioned Asda, who said the problems were down to a computer error. They are very sorry and have said they will pay the difference between their policy and the replacement policy Sharon had to take out instead.

If you've got a problem that you need X-Ray's help in solving - get in touch.