Wrong address

karen1

I just wondered if anyone has any advice they can offer. My Mum has a learning difficulty, she manages in every day life but I look after her affairs. Today she brought me her house insurance renewal documents, I thought it was expensive so looked right through them only to discover her insurers have been insuring the wrong property!! Her old house. I've rung them and they are saying they would have honoured the insurance as it looks like it was human error. She then proceeded to say that there was nothing on her records that advise of a change of address. I argued back how on earth could we not have informed them when they are writing to her at her new address?!?! I say new address, she's lived there 8 years!! (To be fair to me too, normally we just discuss these sort of things over the phone it's only because it was so expensive have I asked to see the letter.)

Anyway, I now believe Mum has been paying too much on her premiums all these years, her old house was a three bedroomed semi and on a council estate, her new property is a one bedroom flat in a residential area about 10 miles apart. Thry tried suggesting the premium might also have gone up but there's no way I believe that! The insurer's are now investigating but aren't been very helpful in my opinion! Has anyone else ever come across this?

rs65

karen1 wrote: »

Thry tried suggesting the premium might also have gone up but there's no way I believe that!

They may be right. Wait and see the outcome of their investigation.

You could try some dummy quotes on a comparison site to see costs for both addresses. That would give you a feel for what they might say.

ps Everyone believes they are paying too much.

dunstonh

I've rung them and they are saying they would have honoured the insurance as it looks like it was human error. She then proceeded to say that there was nothing on her records that advise of a change of address. I argued back how on earth could we not have informed them when they are writing to her at her new address?!?

it could be a human error at their end or a communication misunderstanding. There are usually two addresses recorded on a policy. The insured address and the correspondence address. It sounds like they changed the latter, not the former.

Has anyone else ever come across this?

Its not uncommon. In most cases, the insurer would honour the policy as long as they would have paid out (i.e. the property was a type they would cover).

In most areas, post codes dont make much difference. For example, most of Norfolk has the same risk rating for contents. In higher risk areas, it could make a difference.

If there is a premium difference, it would be based on their rates. Not those available elsewhere. They are within their rights to ask for any increased amount and have it backdated. However, in reality, most would only ask for this year and maybe the year before. If its cheaper, then a refund of the difference would be offered if its their fault or a smaller goodwill gesture if its not their fault.

agrinnall

As she lives in a flat does she actually need the same sort of home insurance she had when she was in a house? Many flats have buildings insurance covered by the service charge, in which case she would probably only have needed contents insurance for the last 8 years.

takman

Another thing to think about is that if she has been with the same insurance company for the last 8 plus years and she stayed with them when she moved then the she will probably be paying a lot more than she needs too. You should go on a comparison site and make sure see gets the best deal every renewal.