Claim that never was

Pipthecat

My 79 year old mother received her home insurance renewal and on it it had a claim for £99 in 2022 which she knew nothing about.  After a lot of digging and multiple phone calls to customer service this appears to be an error on the part of the insurance company.

In 2022 mum rang up to see if she was covered under her home contents for a radiator that had stopped working.  She wasn't.  However during the call the insurance company submitted a claim despite her not being covered.  The company then cancelled the claim without any involvement from my mother and incurred a £99 fee from their supplier.  This is now recorded as a claim made by my Mother for £99 with Experian.

My question is, can the insurance company instruct Experian to remove a claim she never made?  They claim they cannot.  They appear to be saying she will just have to lump it and declare it going forward with any new insurer.

la531983

 Credit reference agencies record insurance claims? This is news to me.

400ixl

They might record the outstanding £99 debt though.

dunstonh

In 2022 mum rang up to see if she was covered under her home contents for a radiator that had stopped working.  She wasn't.  However during the call the insurance company submitted a claim despite her not being covered.  The company then cancelled the claim without any involvement from my mother and incurred a £99 fee from their supplier.  This is now recorded as a claim made by my Mother for £99 with Experian.

They are correct to class that as a claim.  In insurance speak a claim can include notified incidents and losses or include things that the insurer ends out of pocket for.

My question is, can the insurance company instruct Experian to remove a claim she never made?  They claim they cannot.  They appear to be saying she will just have to lump it and declare it going forward with any new insurer.

She did notify them of a potential claimable event that resulted in a cost to the insurer.

 Credit reference agencies record insurance claims? This is news to me.

Maybe the check on CUE was done via Experian. e.g. https://www.uk.experian.com/insurance/cue/front/html/cue_index.htm