Undisclosed claim?

yozzer7551

I renewed my Home insurance 21/10/2024 from Sainsburys to Oneprotect.
Today I got a letter stating that I had not disclosed a claim from 1/12/2019. To get in touch with Oneprotect I had to go to their website and go to "live chat". I did this and told them that my wife and I had no recollection of any claim since we moved into the property in 2013. They now want me to prove I did not claim or did not get in touch with my insurance at that time whether I claimed or not. If I can not prove this, then they will charge me an extra £177 inclusive of £42.50 administration fee.
How can I prove anything when I do not renew with the same insurer. I can't remember who I was insured with in 2019?
Help needed.

chrisw

No recollection of any claim is different to didn't have a claim. Surely you must know, I can clearly remember claims I made 30 years ago. 

If you did or might have claimed, I would either pay the difference or cancel the insurance and take out a new policy with the claim declared. It might cost you a cancellation fee but having them cancel the policy would be a whole world of insurance pain for the rest of your life.

user1977

Presumably you can contact the relevant insurer and ask them for their records for your period of cover? As above, telling the current insurer that you have "no recollection" of a claim from 2019 doesn't sound very convincing.

DullGreyGuy

Time to hit the bank statements/credit card bills to find who you were insured with, or raid the emails if you're a hoarder like most of us. 

You can do a SAR request to CUE to find what data they hold but it won't be quick enough to support this discussion.

Annemos

The CUE also records "incidents".  So if you called up about anything that happened, it might have ended up on the CUE. And as long as the record on the CUE is accurate, the Ombudsman often upholds the entry being on there. 

I wonder if it is worth asking them.  If you pay the extra now. Then find on a CUE request that there has been an error. Will they be prepared to revert to the original cost quote, if you can get confirmation from that Old Insurer that they did indeed make a mistake?  

CUE request takes a full Month. 

Here is the request link. 

https://www.mib.org.uk/managing-insurance-data/mib-managed-services/cue/


Here is an example of an FOS case on the CUE. There are many similar cases. 

https://www.financial-ombudsman.org.uk/decision/DRN-1819195.pdf