Home insurance legal cover - period issue

smoothound54

Dear forum, I have just (sept'25) received a civil claim against me for the sale of a house in Feb' 2023. At that time of the sale, I had legal expenses cover through my home insurance from Jul'22-Jul'23). To complicate matters, the claim handlers for the insurers changed in June 2023.

I contacted the present claims handlers for the insurers, who directed me to the previous claims handlers covering the period my policy was active.

The previous claims handlers, firstly told me I should contact the present handlers (ie ping-pong between the two). But when I phoned them to challenge this, they told me that they would contact my insurers to confirm, but it is almost certain that the claim would be refused because the claim must be received whilst the policy is active to be valid - and not after the policy ends. 

To repeat, the claim was only just received (Sept 2025), I knew nothing about it until then. The claim relates to the sale of a property in early 2023, when I had legal expenses cover for that property. But the claims handlers covering that period are saying

1) the claim should be handled by the present claims handlers (who tell me otherwise); ....

2) that if they do handle it, a refusal is likely because the claim (and hence my request for expenses cover) did not materialise until after the policy expired - They said they would double check with the insurer. Even though the event on which the claim is based, happened during the policy cover period (2023)....

So, anyone experienced anything like this? am I covered? if they reject the claim based solely on a not being actioned until now; and, not on a matter related to policy applicability itself, I am minded to approach the Financial Ombudsman.... advice? thanks folks

MyRealNameToo

smoothound54 said:

Dear forum, I have just (sept'25) received a civil claim against me for the sale of a house in Feb' 2023. At that time of the sale, I had legal expenses cover through my home insurance from Jul'22-Jul'23). To complicate matters, the claim handlers for the insurers changed in June 2023.

I contacted the present claims handlers for the insurers, who directed me to the previous claims handlers covering the period my policy was active.

The previous claims handlers, firstly told me I should contact the present handlers (ie ping-pong between the two). But when I phoned them to challenge this, they told me that they would contact my insurers to confirm, but it is almost certain that the claim would be refused because the claim must be received whilst the policy is active to be valid - and not after the policy ends. 

To repeat, the claim was only just received (Sept 2025), I knew nothing about it until then. The claim relates to the sale of a property in early 2023, when I had legal expenses cover for that property. But the claims handlers covering that period are saying

1) the claim should be handled by the present claims handlers (who tell me otherwise); ....

2) that if they do handle it, a refusal is likely because the claim (and hence my request for expenses cover) did not materialise until after the policy expired - They said they would double check with the insurer. Even though the event on which the claim is based, happened during the policy cover period (2023)....

So, anyone experienced anything like this? am I covered? if they reject the claim based solely on a not being actioned until now; and, not on a matter related to policy applicability itself, I am minded to approach the Financial Ombudsman.... advice? thanks folks

Have you stayed with the same insurer the whole time or is the change of handlers related to a change in insurer? 

Have you read your policy book from the time of the incident? It is possible for insurance to be written on a "claims made" basis, and for things like Professional Indemnity its common for it to be done so, but the vast majority are on a date of loss basis so its always the insurer at the date of loss. 

Ultimately you will probably need input from the actual underwriter of the policy as who they've outsourced to is a relatively minor point and no one but them will be privy to the contents of the relevant contracts as to if work moved between the two or not etc. 

smoothound54

MyRealNameToo said:

smoothound54 said:

Dear forum, I have just (sept'25) received a civil claim against me for the sale of a house in Feb' 2023. At that time of the sale, I had legal expenses cover through my home insurance from Jul'22-Jul'23). To complicate matters, the claim handlers for the insurers changed in June 2023.

I contacted the present claims handlers for the insurers, who directed me to the previous claims handlers covering the period my policy was active.

The previous claims handlers, firstly told me I should contact the present handlers (ie ping-pong between the two). But when I phoned them to challenge this, they told me that they would contact my insurers to confirm, but it is almost certain that the claim would be refused because the claim must be received whilst the policy is active to be valid - and not after the policy ends. 

To repeat, the claim was only just received (Sept 2025), I knew nothing about it until then. The claim relates to the sale of a property in early 2023, when I had legal expenses cover for that property. But the claims handlers covering that period are saying

1) the claim should be handled by the present claims handlers (who tell me otherwise); ....

2) that if they do handle it, a refusal is likely because the claim (and hence my request for expenses cover) did not materialise until after the policy expired - They said they would double check with the insurer. Even though the event on which the claim is based, happened during the policy cover period (2023)....

So, anyone experienced anything like this? am I covered? if they reject the claim based solely on a not being actioned until now; and, not on a matter related to policy applicability itself, I am minded to approach the Financial Ombudsman.... advice? thanks folks

Have you stayed with the same insurer the whole time or is the change of handlers related to a change in insurer? 

Have you read your policy book from the time of the incident? It is possible for insurance to be written on a "claims made" basis, and for things like Professional Indemnity its common for it to be done so, but the vast majority are on a date of loss basis so its always the insurer at the date of loss. 

Ultimately you will probably need input from the actual underwriter of the policy as who they've outsourced to is a relatively minor point and no one but them will be privy to the contents of the relevant contracts as to if work moved between the two or not etc. 

The change of handlers is just a change by the insurers. I have used different insurers since - and so I cant get access to my policy docs, as my login is not longer valid. ...  I will ask the insurer to provide the policy doc tho  - thanks - should have sorted that immediately.