Household insurance company buy out problems

FrenchMade

Hell all,

My household insurance company was bought out by another in July 2025. My policy was transferred to the purchasing company. That policy expired on 17.02.25 and a policy with the new company has taken over from that date forward.

5 days before the old policy expired I had to make a claim. Apart from the difficulties of trying to make the claim to a new company on a transferred policy, the new company are now asking me to send them a copy of the General Conditions relating to my policy with the company they purchased. It seems very odd that they do not have this information.

Should I send it to them?

I hope there is someone who can advise me out there!

Woodstok2000

Yes, why not send it, its only likely to speed up resolution of your claim.

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/6656200/household-insurance-company-buy-out-problems

Are your dates wrong? Maybe your expired policy should have been 2026?

There have been no transfer of home insurance policies in 2025 for any UK company (as origin or target)

Aviva bought Direct Line Group but DL policies continue to be written by UK Insurance and arent anywhere close to them doing a Part VII to transfer policies from UK Insurance to Aviva.

If we are talking a broker or other intermediary then thats a very different thing.

Generally no, claims departments dont ask for the terms. 8 months however is a very short time in an integration programme. From memory it was 3 years for Direct Line to declare they had completed integration of Churchill, the reality was that there were still some workarounds going on in the background. Even then Churchill Claims staff still had slightly different processes to follow in certain circumstances than DL claims staff.

I'd be surprised if someone goes live before they can do the basics like pull up terms but we dont live in an ideal world and sometimes needs drive sub prime choices.