Car Insurance - Challenging Insurer on Policy Value Reduction

harry060906

Hi,
I am looking for some help and advice. 
We took out a policy in late July 2024 that had myself and my 18 year old son on it, total value was £1,800 per annum. On the 2nd of September we received a letter dated August 26th saying the policy value had reduced by £1005 so almost £800 per year premium. The direct debit payments showed now that they would go down from £169 to just £69 from 1st of October. 
Trying to be responsible, we called the insurer and double and treble checked that this was indeed correct and that no reduction in policy cover had come into effect. The representative confirmed it was all normal and the notification and values we indeed correct. 

Thinking all was OK we left it. early November, when checking the bank, we noticed that both Octobers and NOvembers payments had gone out at £169 and not the newly reduced £69 value. 
Fast forward after 3 calls to Churchill and 3 commitments of call backs after they investigate with confirmed dates they would call, I have called today to escalated to a manger, the manager has confirmed the issue was a technical error on their system and we should not have been sent the letter, despite me stating all of the above and advising that we have received no correspondence to inform us that it was an error so as far as we are concerned the policy is now £800. they are apologetic about the error but they won;t be able to adjust the payments and that the underwriters have confirmed it needs to stay where it is. 

I have raised this now as a formal complaint and escalation but wanting to validate, where do I stand as the example I provided to them, if I had 'forgotten' to list when taking out my policy that I had been in 5 car accidents and I had 9 points on my license and then needed to make a claim would I be able to use the excuse 'Sorry it was a technical error' would I still get paid out, of course the manager advised no most likely not. 

I feel like as they have made the change regardless of error, I have confirmed with them it is not an error and I have not been advised otherwise until 3 months later and 4 phone calls myself, I feel somewhat they should be honouring this and be liable for the mistake.

Can someone advise please?

thank you

cw8825

you cant force them to honor the mistake  but you could be due some go away compensation for the issue. realistically you have not been inconvenienced or caused any financial distress

the policy is the same as what you had initially agreed to, you hadn't been missold

If they offer any go away compensation take it and run, otherwise chalk it up as one of those things

Mark_d

They incorrectly advised you that the cost of your policy had dropped - but your monthly payments were unchanged, you cover was unchanged.  Errors occur...and in this case there was no consequence to the error.  So just move on.

DullGreyGuy

You're being charged what you originally agreed to. You can possibly get some token compensation for the inconvenience but not much more and certainly not reduction in premiums to the error