I have an ongoing complaint with an insurance company, and I need to know if I am generally in the right before taking it further to get my money back.
My home insurance policy expired on 31st Jan, and I had decided to switch provider and had set up new cover in plenty of time to begin when that one expired. I paid the annual premium in full. Two weeks or so before the cover was due to begin I got an email from new insurance provider, accusing us of 'omitting' information from our application - the information we supposedly ommited was to do with a claim made by the previous owners of our house, 3 years ago. They stated they needed to 'look into the omission' and may decide to cancel/void our policy, which would affect us getting insurance in the future. I'm still baffled as to how we would even HAVE this information in order to be able to omit it. Anyway, after numerous phone calls they requested a copy of the survey report from when we bought the house, which I sent to them on the 16th of January. I then heard nothing. When the 31st came around and our old policy had lapsed, I started ringing them to find out what their decision was re voiding the policy. They couldn't tell me as were waiting for the underwriters, who take 3-5 days to give a decision. Given that it had been over 2 weeks I wasn't happy with this, and they also informed us that while this was pending our house was uninsured. I told them that in that case I want to cancel the policy, and want the premium back in full. They told me then that they couldn't cancel the policy until the underwriters gave a decision, and when they do get a decision if they decide to continue with the policy I would have to pay for all of the days I'd been insured if I wanted to cancel - even though I wasn't insured while the underwriters decision was pending!!!! I argued that I would not be paying them for the days they have left my property uninsured, and they had left me in a position where I can't take out a different insurance policy.
I've now finally had the decision from the underwriters today that they will insure us, this is almost 4 weeks after sending them the info they wanted. I want to cancel the policy due to the frankly shocking customer service I've had from them (absolutely not interested in the issue whatsoever, numerous promises of call backs to get it sorted that never came, even from managers/complaints team) - AIBU to want all of my money back, considering they've never actually provided us with any insurance cover?
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AIBU?
AIBU to expect my money back in full?
19 replies
billyokey · 12/02/2014 16:32
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