Home insurance - Information incorrect: policy

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Based on resolver’s experience to date, it would be unusual to receive the wrong policy type unless you have inputted the wrong details into an online application or had them misheard during a telephone conversation. If you have received an incorrect policy you should contact your insurer immediately as you may be underinsured for your home. Also you might be paying too much for an insurance policy you don’t need or want. You may be able to cancel the policy if it is within the 14-day cooling-off period offered with insurance although you could incur a cancellation fee so check with your insurer. Don’t ignore the incorrect policy as you could find that you are not covered in the event of a claim.

If you think the charges you face for amending your policy are unfairly high - or if you have had to make a change because of what you think is a mistake on the insurer’s part - you can complain to the company directly. Ask for an address for customer services, and write giving clear details of your case - such as what happened, when, and why you think you have been unfairly charged. resolver recommends that you submit your concern in writing and resolver can assist you in submitting, recording and reminding you when and who to escalate to. In the event that the wrong policy problem is severe (e.g. expensive to resolve) and your insurer is unable to assist you in resolving it then it may be worth asking the Ombudsman to look into your case and mediate between you and your insurer. resolver recommends that you submit your concern in writing and resolver can assist you in submitting, recording and reminding you when and who to escalate to.

Resolver can help you resolve this issue quickly, free of charge and without the hassle. We can also help you with the next step of writing your complaint. Click on the link below to create your email.

If you can't resolve your issue within 8 weeks of making your complaint (or if you've received a 'deadlock letter' or final decision from the company), you can escalate your case to the Ombudsman.

Your complaint has to be less than 9 months old to be escalated to the Ombudsman.

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