My home and buildings has been cancelled

deedee66_2

Quick update!

I emailed Integra yesterday asking why they requested the cancellation and they have replied saying that they can confirm that my issue lies with one call the broker !

Onecall told me is was Integra who instructed the cancellation .

Blame game starting !

huckster

One Call, also known as "one Call you will regret making" have a pretty bad record of offering sub par customer services and causing these problems, going by forum posts I have seen over many years.

One Call if they have delegated authority made the decision on behalf of Integra and Integra would know nothing about the cancellation process. Some large brokers buy Insurance wholesale and the brokers do all of the administration  in line with underwriting rules that have been agreed.

One Call fully responsible.

dunstonh

I have had a refund but I’m more angry about the fact that they are saying I didn’t disclose the subsidence when I clearly did . 

You may find that some insurers will not penalise you as much for that cancellation.

A refund of premiums from inception indicates that they would never have covered you from the start.  So, it's not a cancellation but a void.   Still declarable, but for insurers that do things in person and not a yes/no computer tick box outcome, there may be some scope to get the hit down.

However, subsidise/movement is still likely to be the main damage to your premium.

DullGreyGuy

dunstonh said:

I have had a refund but I’m more angry about the fact that they are saying I didn’t disclose the subsidence when I clearly did . 

You may find that some insurers will not penalise you as much for that cancellation.

A refund of premiums from inception indicates that they would never have covered you from the start.  So, it's not a cancellation but a void.   Still declarable, but for insurers that do things in person and not a yes/no computer tick box outcome, there may be some scope to get the hit down.

However, subsidise/movement is still likely to be the main damage to your premium.

If a policy is void then the insurers can keep the premiums (as per CIDRA)... its a back dated cancellation hence the return of premium. 

deedee66_2 said:

Thanks for all your comments and advice . I know if I could get a transcript of the phone conversation from 2020 , they wouldn’t have a leg to stand on ! 

I am so fed up with how companies feel that they can do what they want! 

It is more that companies generally have faith that their staff know what they are doing and wouldnt be making basic mistakes. In my experience there are customers that lie and there are staff that make errors... for fundamental things I'd like to think the customer is more often to blame but have heard with my own ears agents giving stupid advice (telling a customer they could return an 8 year old vac for a full refund because the bags were no longer available in Tescos)

In an ideal world you'd have the call recording and then be able to tell (as per the above example, we honoured the promise of a refund) but in the absence its a judgement call. Thankfully for you the FOS is unimpressed with companies that are unable to provide recordings; doesnt make it a slam dunk but leans things in your direction.

deedee66_2

Once again thanks for all your advice - it really is appreciated .

I have lodged a complaint already against Onecall which they have acknowledged . I will look at the options that you have all suggested too .

I’ll keep you posted !

deedee66_2

I forgot to ask something !

They have refunded me from December 2022 which was my third continuous policy with them  however should I get a backdated refund from 2020?

deedee66_2

Update !

I have managed to speak with a human today at Onecall! 

Wait for it ……. They have admitted that they made several errors and are hugely sorry ! They are going to reimburse the full amount of the premium ( unbelievably took a £35.99 admin fee ) and have given me £150 compensation AND will reimburse the £1500 claim for my drain !

The best part is that the agent explained that it was not a cancellation and therefore there is no record of it on any database anywhere which means future premiums will stay the same .

I am so relieved 😌 

Thanks so much for all the support you’ve shown over the past 48 hours !

Have a great extended weekend break !

Dee x