Broker didn't renew our policy, now need to claim

Dangermac

rjl194 wrote: »

Our house and contents insurance was up for renewal on 21Sept. We receieved a letter from the broker dated the beginning of Sept advising us that if we wished continue our existing policy we didn't need to do anything as we paid by direct debit. So I did nothing.

We now need to make a claim. Yesterday I called the insurance company to make the claim and found out that our policy was not renewed on 21 Sept so we're not insured (house or contents). So I called the broker and was assured that they would sort it (that was 1pm). I called the insurance company back at 4:30 yesterday and they still said I had no insurance so whilst I was on the phone they rang my broker and came back to me and said that because the broker had only updated the renewal a few hours earlier their system was not up to date and to ring back today when the computer system had updated overnight.

I forgot this morning and only called back at 5:45 to be told that their system is still showing that our policy lapsed on 21st September and that we're still not insured. I obviously can't get hold of the broker before tomorrow morning now which I will do as soon as I get home from the school run.

But what do I do? We're not insured at all at the moment. We need to claim for whilst we've not been insured. We obviously thought that we were insured though because the broker has issued policy documents and we followed the instructions to do nothing. We've checked the bank statements and we didn't pay insurance in September (which we should have noticed before yesterday I suppose) or October (which we couldn't have noticed before yesterday because the statement only arrived yesterday).

Who should we be chasing for this claim? We're assuming that the insurance company won't take it from the 21st September but from whenever the broker sorts this out. That means this claim is in an uninsured period. Can we demand the broker pays out? What a bloody mess. I won't be using these people again.

Also, should I go finding insurance now, tonight? I'm very worried that we're not insured.

Has the problem been sorted out for you?

DM