Uninsured due to policy being cancelled without knowledge

Silver_Puma

Got a friend who has been in an accident with her car. When she rang her insurance broker to find out about how to make a claim, to her horror they told her that she was not insured with them as they had cancelled her policy. Something to do with them allegedly not receiving copies of documentation she swears she sent them. They also claimed to have written to her prior to cancelling policy, though she never received any letter. They have been taking monthly premiums from her bank but the last one was returned as the policy was cancelled, which she did not notice. Her specified method of contact with the broker was by mobile (which they acknowledge) yet she knows she has never received any call, text or voice message from them.

Fortunately there was no other car involved in the accident, but what rights does my friend have in this situation ? Has she any recourse to make a claim at all?