Insurance company being difficult at end of policy

Resident · 7 Jan 2018 at 01:32

So I'm having issues with my old insurance due to a forced house move.

I was due to move around the 20th of the month and my insurance expires on the 13th.
Now during the recent high winds damage occurred to the roof which caused it to collapse inward and onto gas boiler & a fire broke out. Everyone made it out safely, most of the house was packed in sealed boxes on ground floor and I have insurance for everything else.

Now the house is uninhabitable and the estate agents have gotten me into the new property early (I just have to live with some of the non-urgent repairs for a week or two).
As my old insurance wanted an extra 400 quid to insure my car I disabled the auto renewal and set it to cancel at the end.

Now they are refusing to send my NCB proof as they claim I did not tell them about my move (I called 2 days after the fire) but will post it to my previous address.
The old house is not accessible as its been barricaded shut with steel panels on the windows/doors so post will not be delivered.

Is there anyone I can complain to as they refuse to listen to reason?

focus130 · 7 Jan 2018 at 02:39

Can't you get a redirect from the post office for your mail?

https://www.royalmail.com/start-your-redirection-p2?PSID=Google_PPC&cid=RD_0118_SM_71700000019016862

dale1uk · 7 Jan 2018 at 08:39

Do you not have an email with a renewal quote? It should say on there what NCB you have and most insurers will accept that as proof.

Resident · 7 Jan 2018 at 08:48

focus130 said:
Can't you get a redirect from the post office for your mail?

https://www.royalmail.com/start-your-redirection-p2?PSID=Google_PPC&cid=RD_0118_SM_71700000019016862

I have done now, thanks for that. Still don't think that I should have to pay 34 quid just because someone in a large company cannot take a pen and write an address on an envelope

Resident · 7 Jan 2018 at 08:52

dale1uk said:
Do you not have an email with a renewal quote? It should say on there what NCB you have and most insurers will accept that as proof.

Other than the price the rest is hidden behind an online account wall, which was disabled by them when I cancelled.

They also refuse to email me it citing data protection rules yet emailed me the full policy at the start....

Haggisman · 7 Jan 2018 at 09:27

Best bet is to follow the official complaints procedure, escalate until you speak to someone who actually has some mental capacity/authority, if no luck then go to the ombudsman.

Also name & shame

Resident · 7 Jan 2018 at 09:46

I've asked for an escalation this morning and been told that it's been referred to a mysterious "back-office" so they can manually post one to me.

Now if it's owt like the "back-office" of the company I work for I'll still be chasing it when I have to hang up my keys in 30+ years...

Oh and Tesco Bank is the insurance company. They were the cheapest by 300 quid last year which is why I went with them. Had a new baby and Xmas to finish paying for.

Learnt my lesson

jpaul · 7 Jan 2018 at 14:17

I don't understand - If you are changing address before end of contract and not cancelling prematurely, would need to update policy address ?
which is usually some fee, and they send you revised policy; otherwise it is a risk, if you are demonstrably not at that address.
when you spoke to them about the move did they say it didn't matter ?

(on moving I had to complain that churchill would not provide the cost of the premium change unless I was within a week of moving - so could not evaluate alternatives)

Resident · 7 Jan 2018 at 15:27

jpaul said:
I don't understand - If you are changing address before end of contract and not cancelling prematurely, would need to update policy address ?
which is usually some fee, and they send you revised policy; otherwise it is a risk, if you are demonstrably not at that address.
when you spoke to them about the move did they say it didn't matter ?

(on moving I had to complain that churchill would not provide the cost of the premium change unless I was within a week of moving - so could not evaluate alternatives)

I'd expected to pay a fee (listed one is 10 quid) for an address change however as I'd already requested to allow the policy to lapse at the end under their rules it restricted the remainder of the policy from changes.
The first advisor told me it wouldn't be a problem anyway as at the time I was classed as in temporary emergency accommodation therefore still "usually at the address"
Had it not been for the unforeseen property damage making it uninhabitable I would have been in the house for 8 days after the policy expired and no issues receiving the documents.