Duplicate payments to Insurance Company, how can we claim it back?

Luvdup

Duplicate payments to Insurance company, how to claim it back?
Hi All

My brother has just called me to write a letter for him as he has just been into his bank to consolidate his debts. His bank asked him why he was paying 2 payments to an insurance company each month, and he didn't know why. Once he got home and got his paperwork out, he realised that he was paying for 2 insurances covering the same things TWICE each month and had been for the last 18 months without noticing.

The reason this happened was that he re-mortgaged 18 months ago and on the advice from a broker in an Estate Agents he changed his insurance policy (with the same company, but an improved deal on a different policy). Neither the broker nor the insurance company told him he had to cancel his existing policy. (yes, common sense says he should have done this, but you are probably realising reading my post that my little bro is not too clever with money!)

He called the company today and explained what had happened and surely they must have realised he was paying for the same policy twice. They agreed they should have spotted it and apologised, but told him basically it was tough as he should have spotted it himself and he can swing for the money. The letter they sent confirms it is tough and that the letter represents their FINAL response as per the Financial Services Authority. Does this mean we have to go straight to the financial ombudsmen?
(I am thinking that they wouldn't have paid out twice if he claimed would they? so surely they shouldn't be keeping his money?)

What they are doing is morally wrong, but not sure if you can fight for your rights morally??

The amount works out to about £800.

Yes, he is a completely wally for not spotting it, but surely there must be a way to claim this back? I also have my insurance with them, so if this is the way they treat their customers I will cancel my policy too!

What can he do?

Thanks!

(I had posted this on another forum, nad it was suggested I post here - really hope you can offer me advice)