void insurance disclosure

Dangermac

fiscalfreckles wrote: »

My elderly father got muddled when switching insurers for his home cover lately and did not disclose a prior claim (genuine mistake, he thought it had happened more than 5 years ago.)
The company has since found out & voided the policy. They say that he has to declare this when taking out new insurance.
He has asked me to help him, so that he doesn't mess up again, does anyone know how much of an obstacle this is going to be in getting cover? I'm worried everyone will reject him, or would they just charge more?
I am talking to the original company to see if they will agree to simply cancel the policy instead of voiding (& effectively blacklisting my Dad!) but they haven't been very sympathetic so far.
The other thing I wonderd is, could we apply in Mum's name or are the records held with respect to the property?
Not trying to fiddle anything, just trying to help them out!

From what I have read, I think that there is a decent chance that the decision can be overturned.

The FOS draw a real distinction betwen intentional/reckless non disclosures and innocent non-disclosures.

The failure to disclosre a broken window 4.5 years ago (when thinking that it was over 5 years ago) is as innocent as it gets.

Please fight this one. These is a good chance that you will win.

If you need any help, please send me a PM

DM

dunstonh

This sounds more like innocent non-disclosure and it should now be raised as a formal complaint. It is the sort of thing that you would expect the FOS to give as an example of innocent non-disclosure.

fiscalfreckles

Thanks everyone, we have tried as it was a genuine mistake by a confused old man, but the company have been quite dismissive & don't seem to believe us.

Will keep on trying, but the lack of cover is an immediate concern for my parents, so I don't want to go through a lengthy dispute - just need to find an alternative provider as soon as possible, with minimum fuss & extra expense. I've got a broker looking into it.

dunstonh

we have tried as it was a genuine mistake by a confused old man, but the company have been quite dismissive & don't seem to believe us.

How have you tried?
Did you make a formal complaint or just vented to the call centre staff member?

If you didnt get an acknowledgement of your complaint in writing and a written response as to why they were rejecting your complaint and were not supplied information about the FOS if you wished to pursue the complaint further then you have not made a complaint.

You need to make a formal complaint. The outcome of the complaint is key. If the customer relations team decide that it was inadvertent non-disclosure then will likely remove the voiding of the policy. Given the immediacy of the issue, you may well find that the complaints team look at it quicker than the usual few weeks it would take.

fiscalfreckles

dunstonh wrote: »

How have you tried?
Did you make a formal complaint or just vented to the call centre staff member?

If you didnt get an acknowledgement of your complaint in writing and a written response as to why they were rejecting your complaint and were not supplied information about the FOS if you wished to pursue the complaint further then you have not made a complaint.

You need to make a formal complaint. The outcome of the complaint is key. If the customer relations team decide that it was inadvertent non-disclosure then will likely remove the voiding of the policy. Given the immediacy of the issue, you may well find that the complaints team look at it quicker than the usual few weeks it would take.

There's no need to be so patronising.

We have complained by both speaking to the call staff, and by being passed to their complaints department. I am fully aware of the complaints procedure, but that was not my question.

The insurance company has agreed that it was inadvertent non-disclosure, but refuse to remove the voiding. I was asking them to do that on the spot, so we could quickly move on. Unfortunately they do not see the immediacy of the issue as you expect.

Of course, we can dispute this (and I will) however I meanwhile have two old people, worried that they have no insurance & that they won't be able to get any. They are not prepared to wait until the outcome of a dispute to re-insure their home.

I was trying to establish what difficulties we would encounter with an alternative provider, and any tips to best minimise a costly increase. The information I have been given is helpful and I now have a broker now dealing with it.

Thanks for your comments.

dunstonh

There's no need to be so patronising.

It was not patronising. However, if you are going to be like that then good luck and I am out of this thread.

TSx

fiscalfreckles wrote: »

There's no need to be so patronising.

We have complained by both speaking to the call staff, and by being passed to their complaints department. I am fully aware of the complaints procedure, but that was not my question.

The insurance company has agreed that it was inadvertent non-disclosure, but refuse to remove the voiding. I was asking them to do that on the spot, so we could quickly move on. Unfortunately they do not see the immediacy of the issue as you expect.

Of course, we can dispute this (and I will) however I meanwhile have two old people, worried that they have no insurance & that they won't be able to get any. They are not prepared to wait until the outcome of a dispute to re-insure their home.

I was trying to establish what difficulties we would encounter with an alternative provider, and any tips to best minimise a costly increase. The information I have been given is helpful and I now have a broker now dealing with it.

Thanks for your comments.

I think that's unfair - dunstonh was just providing some perspective on the complaints process which a lot of people don't fully understand. I can't see a single hint of him being patronising. There is no way to force a company to go quicker than the 8 weeks the FOS allow them to resolve a complaint (and if it does go to the FOS, you'll be waiting many months for a decision).

When your parents make their complaint, make sure they claim for any additional costs incurred, and additional costs for their inconvenience as well.

Have the company recorded this as a formal complaint?

fiscalfreckles

Apologies dunstonh, I appreciate the comments but really did not need advice about the complaint, that is all under control and several others have posted links to the FSO information. I took the implication to be that I wasn't dealing with that correctly; I am satisfied that I am. (just getting a bit tetchy, obviously!)

I was asking about getting alternative cover for someone with a voiding against their name, as that is what I now have to do. As TSx points out there wil be a long wait for a resolution, and meanwhile my parents have no cover. They want to purchase it elsewhere. They are elderly and quite upset - I have only just convinced my poor Dad that he will not have to go to court or prison!

It is all rather unfortunate and I think the company is being unreasonable. However, rest assured that the formal complaints procedure is being followed.

Quentin

fiscalfreckles wrote: »

.....meanwhile my parents have no cover. They want to purchase it elsewhere......

They should get it now! No need to be anxious. (There are insurers who will take on clients with a cancelled policy on their record).

(As previously suggested, try a local broker if you cannot DIY).

Then if they win their appeal, they can get their extra expense back off the previous insurer.

magpiecottage

fiscalfreckles wrote: »

They are elderly and quite upset - I have only just convinced my poor Dad that he will not have to go to court or prison!

That is what FOS calls "significant distress". I have seen £200 awarded for less.

It is all rather unfortunate and I think the company is being unreasonable. However, rest assured that the formal complaints procedure is being followed.

Who is doing this, you or your parents? It can be you but make sure you get a "letter of authority" from your parents.

The firm has 8 weeks from when they received the complaint which would be when the policyholder first called or they first received a written complaint (with the letter of authority if applicable).

They need to get the response into the post by then, not to the complainant so you need to allow a couple of days for the post.

If they do not respond by then, or it is not satisfactory, the complaint needs to go to FOS. You will need to download the form and complete it (include the bit that says you are appointed to represent your parents) print it, get them to sign it and snailmail it to FOS (the address is on the form).