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Scam Watch: have you received a confusing insurance call?

A member felt duped after renewing their appliance cover. Have you received a confusing insurance call from an unexpected company?

A member was called by someone they thought was from Domestic & General (D&G) to renew their washer-dryer breakdown cover.

When the documents arrived, they saw they’d been speaking to a different business, Domestic Assure guard.

The member felt tricked, so called the company to cancel the policy and obtain a refund. But how did they get their details?

‘No data breach’

We’ve found many bad reviews for Domestic Assure Guard. Some allege it poses as D&G or claims to be linked with it. Domestic Assure Guard told us:

“It’s regrettable that the member was left unclear that Assure Guard is a different company to D&G. During every interaction, we ensure the company name and address is provided to avoid such confusion”

It didn’t answer our question on where it obtains customers’ phone numbers. D&G assured us it hasn’t suffered a data breach but told us it has heard from multiple customers regarding ‘other companies… passing off as D&G’.

It has identified specific companies involved (but didn’t name them), reported the issue to regulators and law enforcement and launched legal action. It says:

“We’ve been [explaining to customers] that we’re in no way associated with Domestic Assure Guard or any other third-party warranty companies, and that we do not provide them with customer information”

Have you ever received an insurance call from a company you didn’t expect? If you took out a policy as a result, did you go on to cancel it?

If you believe scammers have been in touch with you, tell us about it by emailing scamwatch@which.co.uk and, if you think you’ve been a victim of a scam, make sure you report it and visit our Consumer Rights advice for scams.

Comments
Member

I used to get regular calls to renew my mobile phone contract even though I had gone sim only several years before.

The caller would sound like they were from o2. Questioning them, they would say they were calling on behalf of o2 and further questioning they would say who they really were.

They offered a free latest model phone and unless you questioned them would have easily found yourself in a contract with a new provider. I asked the model of one of the phones and it was probably the cheapest available.

Member

I assume that if I receive a call about anything involving money there is a fair chance of it being a scam. I will not discuss anything financial unless I have looked up the number and made the call.

Member

Very true, and genuine companies tend to be more efficient by not wasting money on manpower to make phone calls to existing customers. Genuine companies are more likely to contact their existing customers by e-mail or letter.

Member

I wish someone would tell Vodafone. Each year when renewing my contract I have to insist that they do not call me.

Member

My sympathy, Wavechange; I share your pain. They are a telecom company; it goes with the territory.

Member

Wavechange, that was the thing I enjoyed most when I was using giffgaff. I never had to speak to anyone at giffgaff on the phone. Even if you want to, you can’t. I moved to Three because of giffgaff’s expensive incremental charges, expensive roaming and lack of wifi calling, and the first thing I noticed with Three was the hassle of having to speak to an Indian call centre every time I wanted to change something.

Member

I want to have a choice in how I communicate with a company or other organisation, NFH. If I need to complain then a phone call is generally a quick and effective method, in my experience. It’s not just Vodafone that cancels your opt-out of marketing if you renew a contract. I used to use an insurance company that did the same.

If a company needs to contact you then perhaps the safest option is for them to send an email asking you to look up their number, call and quote a reference given in the email.

Member
Brent says:
3 November 2018

I received a call claiming I already had washing machine insurance with this company and they were phoning to renew it.
I DON’T have insurance on my washing machine and this was a scam sales call.

Member

Might be worth checking any connection between these companies and whether one of them is offering the “service” described, otherwise they may be unfairly caught up in this problem. The web lists a reference to Domestic Assure Guard, Brighton, but I get no further
“IFLM LIMITED
Company number 10091988

Level 3 207 Regent Street, London, United Kingdom, W1B 3HH
Incorporated on
30 March 2016
Previous company names
Name Period
IFL MARKETING LIMITED 30 Mar 2016 – 02 Nov 2017

and
OUR OFFICE
Assure Guard, 207 Regent Street, London, W1B 3HH
WHAT WE DO
Here at Assure Guard we offer expert assistance for all domestic matters.
OUR PLEDGE
Our mission is to provide top quality customer service and speedy fault resolution. We understand how vital it is to have your home running smoothly. So getting things fixed as quickly and conveniently as possible is our number one priority.

“Who we Are
We work we a select group of companies that all have the same high standards of customer service.
We are aware of some confusion in the market place surrounding companies either being connected directly with, or several companies offering similar services some with a similar name. Here at Assure Guard we would urge any customers to contact us by phone, email or via our contact page to clarify any issues or confusion that they may face.
Our mission is complete transparency with all of our business partners and customers, so we welcome any opportunity to help clarify any confusion surrounding these areas.

https://www.assureguard.co.uk/prices/

Some reviews of Assureguard can be found here, but just one side of the story.
https://uk.trustpilot.com/review/assureguard.co.uk

Member

207 Regent Street, London, United Kingdom, W1B 3HH

Put that address into beta.companieshouse.gov.uk and you get 54,621 results all on the 3rd floor…. a building with a maximum width of 3 double entrance doors.

So yet another brass plate/virtual office and more tax dodgers.

AssureGuard phone number gets unfavourable mentions here:
https://who-called.co.uk/Number/02036379963

Member

The rather wobbly writing style of Assure Guard’s “Who we Are” statement sounds warning bells for me. It’s extremely vague and obscure about what they actually do. As a company name it has a phony ring to it even though the firm presumably thinks it projects reassurance and protection.

Member
Phil says:
3 November 2018

Unconnected but got a letter (yes a letter) today purporting to be from a Wai Shu, manager at CTBC Bank Hong Kong, regarding $11 million belonging to a distant relative, now deceased. You can imagine the rest.

This scam has apparently been going on in various guises since 2012.

Member
Ron H says:
10 November 2018

One important thing that “Domestic Assure Guard” would appear to rely on is how similar their intitials “D A G” would sound, over the phone, to “D & G”.
Am I being cynical, or might the name have been chosen with this intention?

Member

Spot on, Ron.

Almost certainly devised to deceive.