Natwest Renters Insurance Auto-Renewal

jc2188

After going through my bank statements, I have discovered that I have been paying for Natwest Renters Insurance for the last 4 years despite the fact that I moved out of the property covered by the insurance after 6 months. The policy was originally taken out from 11/6/2018 until 10/6/2019 and my tenancy ended on 22/09/2018 (I still have a copy of the tenancy agreement). Since then I have been living abroad, which is probably why it slipped through the cracks. The annual payments are £176, and I made the latest payment on the 22nd June 2021.

The policy document contains an auto-renewal section which basically says that they will auto-renew the contract unless otherwise told. I must have forgotten to cancel it and update my address, as clearly the contract has been auto-renewed. As I have not been living at the address in question, I have not received any mail to suggest that I have an ongoing policy and I also have not received any telephone or email contact, despite the fact that I have an online account and they know my email address. In my opinion, this is pretty shady on their part.

Is it possible to claim any of this money back? I’m thinking it should be possible to get a refund on the latest payment (since I’m essentially cancelling for insurance going forward). However, since the insurance would not have been valid (since I was not living at the address), I’m wondering if I might be able to get more of the money back (for the renewals in 2019 and 2020)?

Any advice on the best way to approach this would be appreciated. Thanks!

powerful_Rogue

jc2188 said:

After going through my bank statements, I have discovered that I have been paying for Natwest Renters Insurance for the last 4 years despite the fact that I moved out of the property covered by the insurance after 6 months. The policy was originally taken out from 11/6/2018 until 10/6/2019 and my tenancy ended on 22/09/2018 (I still have a copy of the tenancy agreement). Since then I have been living abroad, which is probably why it slipped through the cracks. The annual payments are £176, and I made the latest payment on the 22nd June 2021.

The policy document contains an auto-renewal section which basically says that they will auto-renew the contract unless otherwise told. I must have forgotten to cancel it and update my address, as clearly the contract has been auto-renewed. As I have not been living at the address in question, I have not received any mail to suggest that I have an ongoing policy and I also have not received any telephone or email contact, despite the fact that I have an online account and they know my email address. In my opinion, this is pretty shady on their part.

Is it possible to claim any of this money back? I’m thinking it should be possible to get a refund on the latest payment (since I’m essentially cancelling for insurance going forward). However, since the insurance would not have been valid (since I was not living at the address), I’m wondering if I might be able to get more of the money back (for the renewals in 2019 and 2020)?

Any advice on the best way to approach this would be appreciated. Thanks!

What do the T&C's state. Very unlikely you'll be able to claim anything back, but no harm in asking.

jc2188

powerful_Rogue said:

What do the T&C's state. Very unlikely you'll be able to claim anything back, but no harm in asking.

I'm not allowed to post links, so I can't link to the policy document, but here are some relevant sections: 

"Automatic renewal When your policy is due for renewal, we may offer to renew it for you automatically using the payment details you have already given, unless we or you have advised otherwise. We will write to you at least 21 days before your policy ends to confirm your renewal premium and policy terms, and before taking any payment. If you do not want to renew your policy, you must call us before your renewal date to let us know. It is not possible to offer automatic renewal with all payment methods, so please check your renewal invite for further details. If we are unable to offer renewal terms, we will write to you at your last known address to let you know."

This makes it pretty clear that it was my fault.

"You may cancel your policy at any time by contacting us on 0345 301 5286 or sending us notice in writing. If you cancel at renewal If you cancel before the new period of insurance is due to start, we will return any premium paid in full. If you cancel within 14 days of the start of the new period of insurance or within 14 days of receiving your renewal documents (whichever is the later), we will return any premium paid in full."

This suggests I should be able to get a refund for the coming year.

I guess the best thing to do is to ring up and try to talk them into being nice?

powerful_Rogue

jc2188 said:

powerful_Rogue said:

What do the T&C's state. Very unlikely you'll be able to claim anything back, but no harm in asking.

I'm not allowed to post links, so I can't link to the policy document, but here are some relevant sections: 

"Automatic renewal When your policy is due for renewal, we may offer to renew it for you automatically using the payment details you have already given, unless we or you have advised otherwise. We will write to you at least 21 days before your policy ends to confirm your renewal premium and policy terms, and before taking any payment. If you do not want to renew your policy, you must call us before your renewal date to let us know. It is not possible to offer automatic renewal with all payment methods, so please check your renewal invite for further details. If we are unable to offer renewal terms, we will write to you at your last known address to let you know."

This makes it pretty clear that it was my fault.

"You may cancel your policy at any time by contacting us on 0345 301 5286 or sending us notice in writing. If you cancel at renewal If you cancel before the new period of insurance is due to start, we will return any premium paid in full. If you cancel within 14 days of the start of the new period of insurance or within 14 days of receiving your renewal documents (whichever is the later), we will return any premium paid in full."

This suggests I should be able to get a refund for the coming year.

I guess the best thing to do is to ring up and try to talk them into being nice?

In fairness, as you admit, it's your fault you didn't cancel. Phone up and see what they say.

jc2188

powerful_Rogue said:

In fairness, as you admit, it's your fault you didn't cancel. Phone up and see what they say.

Yeah, I accept that. What does frustrate me is that they could have given me updates via email or text, especially after forcing me to go through the painful process of setting up an online account with them. Of course, it's not possible to update your details online or do anything other than view policy documents. Had I received an email or text about it, I would have been able to catch my mistake.

powerful_Rogue

jc2188 said:

powerful_Rogue said:

In fairness, as you admit, it's your fault you didn't cancel. Phone up and see what they say.

Yeah, I accept that. What does frustrate me is that they could have given me updates via email or text, especially after forcing me to go through the painful process of setting up an online account with them. Of course, it's not possible to update your details online or do anything other than view policy documents. Had I received an email or text about it, I would have been able to catch my mistake.

Depends what's in the T&C's. Some people complain because they get emails that go to spam, some complain they get letters when they have moved.

Sandtree

Insurers will continue using the mechanism of communication agreed at the beginning and if that was post the letters would have been going to the old address. Unfortunately many people, particularly in rentals, just throw post away thats addressed to previous tenants and therefore the insurer has no reason not to think you are still there (remember Natwest is just a brand on the front, its most likely Direct Line Group thats the insurer who is no longer part of the RBS/Natwest Group).

Do you currently have insurance where you are living now?

If you are reasonable and explain that you've moved and forgot to tell them, particularly if you can demonstrate you took out insurance elsewhere to cover the new place then many insurers will be sympathetic and may go a bit beyond the terms of the policy for refunds... I don't think you'll get the 3.5 years back but you may get more than the remaining term of this policy.