Need help with my house insurance

athensgeorgia

My house insurance was due for renewal on 6th August and having shopped around through the comparison sites I couldn't beat my renewal.

So I left everything to go through with my current insurer through Autonet. I had already cancelled last years direct debit cause i'm abit obsessed with knowing where i'm upto. When my confirmed renewal came through it said they'd take the payments by DD so I thought they'd either set-up another with last years details or contact me to set up another when they noticed the other was cancelled. They tried to take the payment on the 8th August but cause I'd cancelled it it didn't go through so got charged a £20 admin fee. Which fair enough its my fault I went to my bank to reinstate the DD and sort of had a bit of moan about the situation. The lady on the info desk said Natwest are doing a guaranteed price beat and would i like an appointment. Anyway cut a long story slightly shorter I had the appointment accepted the quote and went through setting up the cover and cancelled my old insurance over the phone, This was on the 20th so my final day of the 14 days.

After I'd cancelled Autonet rang me up within 5 minutes to say I needed to send my documents back to them. Which I did after leaving the Natwest i went straight to the Post Office and did it. On Monday I'd had a message left on my home answerphone asking me to send a dated covering letter to confirm we were within the 14 days. I was in work from 6am-6pm on Tuesday and couldn't contact them because there opening hours are 9-5. So when i eventually phoned they said they need the letter because its a joint policy they need it signed from Dh and me.

My next job was to call Natwest to claim my cancellation fee back which they said they'd pay. While I was on the phone they asked for my old policy. Told them it had already been sent off but they insisted they needed it. I got in contact with Autonet again who said they couldn't send the documents back not even a copy but could email a price breakdown. I received the email which included their broker premium which made my renewal look a higher price than it was, and Natwest said they probably wouldn't be able to accept just that anyway.

I'm sort of at a standstill while I find out for definite if the Natwest will accept the email and I don't know what to do next. Do i insist to Autonet on having a copy back or cancel the insurance with Natwest and start all over again? I'm just so stuck.

The people on Natwests customer info think I should complain to the ombudsman about Autonets 'postsales service' but I don't want to cause them so much trouble just over a bit of paperwork.

Any advice is much appreciated. I'll be happy to give anymore info if needed after such a long post don't think there is anymore though.