Insurer's Notes

AbsentCircleOffset

Elderly parent's car insurer recently asked for additional premium payment due to previous claim being resolved. We don't feel that the claim process and conclusion have been properly communicated to parent, but this may be due to communications being online/via emails which may have been lost (to the spam filter or otherwise). 

Would it be reasonable for the insured to ask the insurer for a dump of the insurer's notes/communications between insurer and insured for the period of the claim? Would we expect to be charged for this request?

dunstonh

Would it be reasonable for the insured to ask the insurer for a dump of the insurer's notes/communications between insurer and insured for the period of the claim? Would we expect to be charged for this request?

That request is allowable at no cost under the data protection act.

We don't feel that the claim process and conclusion have been properly communicated to parent,

Realistically, from the point the insurer is made aware of a claim, it is out of the hands of the insured.   ie. the details provided on the claim form along with provision of evidence is really where it ends in most cases.

So, what would you be looking to achieve from the subject access request?

DullGreyGuy

AbsentCircleOffset said:

Elderly parent's car insurer recently asked for additional premium payment due to previous claim being resolved. We don't feel that the claim process and conclusion have been properly communicated to parent, but this may be due to communications being online/via emails which may have been lost (to the spam filter or otherwise). 

Would it be reasonable for the insured to ask the insurer for a dump of the insurer's notes/communications between insurer and insured for the period of the claim? Would we expect to be charged for this request?

If you look at your insurer/brokers website there will be a section on Privacy and in there directly or via the Privacy Notice there will be the information on how to make a Data Subject Access Request (DSAR or SAR). As noted above, this is a statutory right for which they cannot make a charge.

For example all of the Direct Line Group brands use this form https://dlgportal.icasework.com/resource?id=85065784&db=dlg and most other insurers/brokers will have something similar.

Note that many insurers use outsourcers who may or may not use the insurers own systems. In some cases the insurer will only hold basic information themselves and for full details a similar DSAR would need to be done with the outsourcer/TPA