Strange insurance issue

[Dr Jekyll]

A friend was telling me about a problem she had after buying insurance from one of the price comparison websites. She got an insurance quote taking into account her 9 years no claims bonus. Then after she had started the policy and sent proof of no claims the insurance company demanded more money from her on the basis that they only recognised 4 years maximum no claims.

This sounds utterly bizarre to me, I would expect this to be taken into account at the quotation stage.

Has anyone else heard of anything like this happening?