Insurance cancelled without clear reason?
Discussion
Hi, long time lurker on PH but finally signed up as in desperate need of advice. I'm actually posting this on behalf of a relative and would appreciate any help;, as they're understandably upset.
He was insured with the same company for 4 years but last month decided to switch to another insurer as the renewal quote on one of the comparison sites was cheaper. I won't name the insurer for obvious reasons but they are on Which's recommended providers guide (and are middle of the road on that). He paid the annual premium up front, received the insurance documents with a request to send off proof of no claims, which he duly did. Today he received a call whilst at work to tell him that his policy will be cancelled next week as they had been trying to contact him to clarify a query about his policy details. According to the insurer they have been trying to ring him to discuss the matter for the past few days, however, as he works in the medical profession he is sometimes unable to answer calls, especially from blocked numbers (which is what his recent calls shows). They also state they sent a letter dated 26th Feb warning that if they are not contacted within 7 days , the policy would be cancelled but he only received this yesterday (I was with him when he opened it). When my relative pressed them on what their query was, apparently he had tried to obtain a quote with them last year when he lived in London (subsequently moved to Gloucester last September) but I don't see why that would be a problem? I can only presume that they were worried about some fraudulent activity due to a different address being used. Anyway, despite speaking to the assistant underwriter at the company, they refused to reinstate his policy and that there was nothing more they can do.
He is planning to call the insurance ombudsman tomorrow having already written an email complaint to the insurer and ombudsman. The problem is now he has had the policy cancelled he will have to disclose this everytime he applies (the previous insurer he was with until last month have already declined to provide cover again given his latest policy has been cancelled). Is there anything else he can do?
Due to being my 1st post, I am unable to post this to Speed, Plod and The Law section but would appreciate it if a mod could kindly move it.
He was insured with the same company for 4 years but last month decided to switch to another insurer as the renewal quote on one of the comparison sites was cheaper. I won't name the insurer for obvious reasons but they are on Which's recommended providers guide (and are middle of the road on that). He paid the annual premium up front, received the insurance documents with a request to send off proof of no claims, which he duly did. Today he received a call whilst at work to tell him that his policy will be cancelled next week as they had been trying to contact him to clarify a query about his policy details. According to the insurer they have been trying to ring him to discuss the matter for the past few days, however, as he works in the medical profession he is sometimes unable to answer calls, especially from blocked numbers (which is what his recent calls shows). They also state they sent a letter dated 26th Feb warning that if they are not contacted within 7 days , the policy would be cancelled but he only received this yesterday (I was with him when he opened it). When my relative pressed them on what their query was, apparently he had tried to obtain a quote with them last year when he lived in London (subsequently moved to Gloucester last September) but I don't see why that would be a problem? I can only presume that they were worried about some fraudulent activity due to a different address being used. Anyway, despite speaking to the assistant underwriter at the company, they refused to reinstate his policy and that there was nothing more they can do.
He is planning to call the insurance ombudsman tomorrow having already written an email complaint to the insurer and ombudsman. The problem is now he has had the policy cancelled he will have to disclose this everytime he applies (the previous insurer he was with until last month have already declined to provide cover again given his latest policy has been cancelled). Is there anything else he can do?
Due to being my 1st post, I am unable to post this to Speed, Plod and The Law section but would appreciate it if a mod could kindly move it.
Edited by ha03274 on Friday 6th March 20:41
Edited by ha03274 on Friday 6th March 20:42
Edited by ha03274 on Friday 6th March 20:43
Edited by ha03274 on Friday 6th March 20:44
Edited by ha03274 on Saturday 7th March 09:56
Edited by ha03274 on Saturday 7th March 13:01
ha03274 said:
Today he received a call whilst at work to tell him that his policy will be cancelled next week as they had been trying to contact him to clarify a query about his policy details.
ha03274 said:
Anyway, despite speaking to the assistant underwriter at the company, they refused to reinstate his policy and that there was nothing more they can do.
So it has been cancelled or it hasn't yet? What did they say when he phoned them immediately after he got the letter telling him they were planning to cancel next week?Ask a Guy called loonr1 on here... He can be pretty sharp but if you get past his attitude will eventually help you, usually.
Insurance onbudsman is actually the financial ombudsman.
Here is what I'd do. Write/email the CEO demanding a resolution or a deadlock letter. Then if you feel aggrieved go to the insurance ombudsman. Now here is my experience of how this will play out - someone from the "executive relations" team will call you and grovel, eventually they will do what you want. You will also get the price of a decent meal for two as compensation. But that's just my experience...
Insurance onbudsman is actually the financial ombudsman.
Here is what I'd do. Write/email the CEO demanding a resolution or a deadlock letter. Then if you feel aggrieved go to the insurance ombudsman. Now here is my experience of how this will play out - someone from the "executive relations" team will call you and grovel, eventually they will do what you want. You will also get the price of a decent meal for two as compensation. But that's just my experience...
More likely the quote he asked for when he lived in London differed in some key regard to the new quote e.g. previous claims, points, etc and that's flagged it up as the new quote being fraudulent.
I find it very hard to believe they wouldn't tell him exactly why they were cancelling the policy.
I find it very hard to believe they wouldn't tell him exactly why they were cancelling the policy.
Thanks for all the replies and yes I was expecting an "it didn't happen" comment 
The only thing they said to him was that as he was uncontactable they had no choice but to cancel the policy?
Viperz888 said:
So it has been cancelled or it hasn't yet? What did they say when he phoned them immediately after he got the letter telling him they were planning to cancel next week?
The policy will be cancelled on the 16th at midnight. Despite the letter being dated 26th Feb, he only received it on Thursday and opened it after he got back later from work when the insurance company was shut. They called him yesterday lunchtime informing him that policy will be cancelled (he wasn't able to call them first thing as he starts work early when they're not open and didn't have a break until this point).photosnob said:
Ask a Guy called loonr1 on here... He can be pretty sharp but if you get past his attitude will eventually help you, usually.
Insurance onbudsman is actually the financial ombudsman.
Here is what I'd do. Write/email the CEO demanding a resolution or a deadlock letter. Then if you feel aggrieved go to the insurance ombudsman. Now here is my experience of how this will play out - someone from the "executive relations" team will call you and grovel, eventually they will do what you want. You will also get the price of a decent meal for two as compensation. But that's just my experience...
He's emailed customer relations as per the complaints procedure outlined on their website and spoken to the financial ombudsman this morning just to find out where he stands. According to them, the insurance company have not done anything illegal but they agreed it seemed heavy handed. They're hopeful that the insurance company will reconsider the cancellation or provide something to prove that the cancellation was not his fault, which he can use when applying for insurance with a new provider. Interestingly the financial ombudsman told him that the cancellation would only be on his records for 5 years anyway but in my experience most insurers ask "have you EVER had a policy cancelled or been declined"?Insurance onbudsman is actually the financial ombudsman.
Here is what I'd do. Write/email the CEO demanding a resolution or a deadlock letter. Then if you feel aggrieved go to the insurance ombudsman. Now here is my experience of how this will play out - someone from the "executive relations" team will call you and grovel, eventually they will do what you want. You will also get the price of a decent meal for two as compensation. But that's just my experience...
charltjr said:
More likely the quote he asked for when he lived in London differed in some key regard to the new quote e.g. previous claims, points, etc and that's flagged it up as the new quote being fraudulent.
I find it very hard to believe they wouldn't tell him exactly why they were cancelling the policy.
He has checked all the details on the policy and they are correct. He has had no claims or points in the past. He does recall going on the comparison site in the early part of last year and getting a quote from the same insurer using his old address/postcode.I find it very hard to believe they wouldn't tell him exactly why they were cancelling the policy.
The only thing they said to him was that as he was uncontactable they had no choice but to cancel the policy?
Edited by ha03274 on Saturday 7th March 12:54
Edited by ha03274 on Saturday 7th March 12:55
Lots of people move and have probably done a quote for the same company at different addresses and dont believe the insurance would be cancelled now,they would not have issued you with a policy in the first place.
The insurance company need to be asked specificly why they are cancelling the insurance and guess they will give you a valid reason.Have they asked for other information apart from proof of NCD like copies of driving Licence etc
The insurance company need to be asked specificly why they are cancelling the insurance and guess they will give you a valid reason.Have they asked for other information apart from proof of NCD like copies of driving Licence etc
btcc123 said:
Lots of people move and have probably done a quote for the same company at different addresses and dont believe the insurance would be cancelled now,they would not have issued you with a policy in the first place.
The insurance company need to be asked specificly why they are cancelling the insurance and guess they will give you a valid reason.Have they asked for other information apart from proof of NCD like copies of driving Licence etc
Nope just NCD, which was sent promptly to them. Like I said the only reason given was that he was uncontactable and it was inferred that they wanted to clarify the difference in address from last year when he got a quote from them?The insurance company need to be asked specificly why they are cancelling the insurance and guess they will give you a valid reason.Have they asked for other information apart from proof of NCD like copies of driving Licence etc
Edited by ha03274 on Saturday 7th March 13:03
Edited by ha03274 on Saturday 7th March 13:17
ha03274 said:
The policy will be cancelled on the 16th at midnight.
Take the initiative and cancel it yourself from the 15th. That way, when future insurers ask you if you've ever had a policy cancelled, you can truthfully say no, because it was you that cancelled it! They were going to cancel, but never got a chance, and insurers don't ask if you were ever about to have a policy cancelled!
t happens all the time. That doesn't make him wrong, mind.ha03274 said:
...lots...
Approach the Financial Ombudsman Service and request that the insurers immediately send a copy of their complaint procedure.If they have written a letter which arrives after their own deadline then they don't have a hope of winning. The FOS will tell them what to do (assuming that all is as written, obviously) and they will do it.
surveyor said:
Can't offer much help I'm afraid other than to say Loon will be along and will say that this did not happen.
And on that basis my involvement will start and end here. Other than
"Spoke to the assistant underwriter" Really. Did this happen in 1965?
"Sent him a letter" which of course he won't have received because as we all know PHers never get any post. Ever.
This could happen, but the story is particularly weak and very reminiscent of the words used to describe the same scenario happening a few times previously with new or longstanding but low post count members.
Show us the letter. There are no name and shame issues it's the insurers letter so they can't object either.
Oh and cancellations happen a lot but usually with good reason but that doesn't mean a bad one can't happen. Usually they're down to the policyholder ignoring key correspondence
Edited by LoonR1 on Saturday 7th March 15:51
Edited by LoonR1 on Saturday 7th March 16:17
LoonR1 said:
And on that basis my involvement will start and end here.
Other than
"Spoke to the assistant underwriter" Really. Did this happen in 1965?
"Sent him a letter" which of course he won't have received because as we all know PHers never get any post. Ever.
This could happen, but the story is particularly weak and very reminiscent of the words used to describe the same scenario happening a few times previously with new or longstanding but low post count members.
Show us the letter. There are no name and shame issues it's the insurers letter so they can't object either.
Oh and cancellations happen a lot burnish ally with good reason but that doesn't mean a bad one can't happen. Usually they're down to the policyholder ignoring key correspondence
Assistant underwriter was the title that person my relative spoke to over the phone gave and I don't recall writing that he did not receive a letter anywhere only that it did not arrive until 1 day before the insurance company's deadline to contact them? Other than
"Spoke to the assistant underwriter" Really. Did this happen in 1965?
"Sent him a letter" which of course he won't have received because as we all know PHers never get any post. Ever.
This could happen, but the story is particularly weak and very reminiscent of the words used to describe the same scenario happening a few times previously with new or longstanding but low post count members.
Show us the letter. There are no name and shame issues it's the insurers letter so they can't object either.
Oh and cancellations happen a lot burnish ally with good reason but that doesn't mean a bad one can't happen. Usually they're down to the policyholder ignoring key correspondence
Edited by LoonR1 on Saturday 7th March 15:51
I will try to upload a redacted letter over the weekend once I get it from my relative but it really does just state that they want him to contact them within 7 days otherwise the policy will be cancelled.
Edited by ha03274 on Saturday 7th March 16:17
LoonR1 said:
surveyor said:
Can't offer much help I'm afraid other than to say Loon will be along and will say that this did not happen.
And on that basis my involvement will start and end here. Other than
"Spoke to the assistant underwriter" Really. Did this happen in 1965?
"Sent him a letter" which of course he won't have received because as we all know PHers never get any post. Ever.
This could happen, but the story is particularly weak and very reminiscent of the words used to describe the same scenario happening a few times previously with new or longstanding but low post count members.
Show us the letter. There are no name and shame issues it's the insurers letter so they can't object either.
Oh and cancellations happen a lot burnish ally with good reason but that doesn't mean a bad one can't happen. Usually they're down to the policyholder ignoring key correspondence
I love how the insurance industry can ask a question such as ' has an insurance been cancelled in the past.' or such words. No dates no other details for such a pertinent question to policies, that can mean you won't be sites. I think this is an unfair contract and I hope one day it is tested in court.
Op my insurance forgot to send me a later but they admitted it and sorted the problem out. Have you spoken again to insurance company, a manager as the drones on the phone probably following script.
Op my insurance forgot to send me a later but they admitted it and sorted the problem out. Have you spoken again to insurance company, a manager as the drones on the phone probably following script.
The Spruce goose said:
I love how the insurance industry can ask a question such as 'has an insurance been cancelled in the past.' or such words. No dates no other details for such a pertinent question to policies, that can mean you won't be sites. I think this is an unfair contract and I hope one day it is tested in court.
Op my insurance forgot to send me a later but they admitted it and sorted the problem out. Have you spoken again to insurance company, a manager as the drones on the phone probably following script.
What makes you think that?Op my insurance forgot to send me a later but they admitted it and sorted the problem out. Have you spoken again to insurance company, a manager as the drones on the phone probably following script.
The question leads to other questions such as
"Why was it cancelled"
"When was it cancelled"
and so forth
Also I'm not sure what people think the FOS will do, they can't force the insurer to accept the risk, if they're not happy with the information and they can show reasonable attempts to contact the insured they have every right to cancel, they've even given him ample opportunity to find alternative cover.
The only thing the FOS maybe able to do is waive the cancellation fee (if one has been applied) but if the insurer can prove that certain conditions haven't been kept by the insured then they're entitled to retain those fees.
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