Insurance co. didn't change our address!!

Norma_Desmond

To keep it simple, when we moved house 5 YEARS ago we kept our contents insurance with the same company (Britannic) and just informed them of our new address - they sent a letter at the time to confirm. All well and good and I didn't think any more of it; the correct monthly direct debits were going out.
Then just this morning I have a letter (Must have been forwarded by the buyer of our old property!) from Britannic saying that they would cancel our policy as 'recent correspondence to you has been marked by the post office as 'gone away'.
Of course what's been happening is that our address wasn't changed, we are still paying premiums for our old house, and we have been uninsured here for 5 years!
All the woman from Britannic has said when I phoned was that 'It was a mess and we would have been covered in the event of a claim'!
That's not the point - at the very least shouldn't we be entitled to a refund of our premiums (hundreds of pounds) and an apology?
My next step is the Ombudsman - just wanted your views really, and I'm sorry if this is garbled - I'm just so mad! :mad:

dacouch

As far as you were concerned you were covered by your policy, if you had needed to claim you would have expected Britanic to pay any valid claim. No doubt it may have been slightly delayed while they sort out the issue of the change of address.

The ombudsman will not be interested in this matter.

Obviously you can write to the CEO (Details of how to complain will be in the policy normally near the back). He will no doubt give you an apology and if you are lucky a small exgratia payment but I doubt it as you have not physically lost any money apart from the time and stamp sending the letter.

I assume they have changed the policy to your new address now, the chances are if it was a more expensive property to insure they will waive the difference in premium for the last few years. If it is a cheaper premium they should back date any credits for the last few years

Sorry its not the answer you want

geri1965_2

Did you never wonder why you didn't get the renewal notices?

Norma_Desmond

geri1965 wrote: »

Did you never wonder why you didn't get the renewal notices?

Well, no - once we had the confirmation letter we thought no more of it in the stress of moving house - I suppose then the onus is on us poor customers to check what these idiots are doing - I'll be more careful now.

dunstonh

at the very least shouldn't we be entitled to a refund of our premiums (hundreds of pounds) and an apology?

Why should they refund your premiums? You were covered and would have been paid out.

An apology yes, maybe a small goodwill gesture but a refund no.

My next step is the Ombudsman - just wanted your views really, and I'm sorry if this is garbled - I'm just so mad! :mad:

18-24 months later the FOS will tell you that mistakes happen and the insurer has confirmed you would have been paid out in the event of a claim and as you had no insurance elsewhere there is no reason for them to refund any premiums. Maybe a £25 goodwill gesture to cover the inconvenience to you.

The FOS isnt there for this sort of thing. it just creates delays for people with genuine issues and creates costs for the firm in question which they then pass on to other consumers.

Push the insurer for a goodwill gesture to cover your time and phonecalls but going to the FOS is a waste of time and money.