Home insurance - Insurance Documents Not received
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Some insurers may charge you for re-sending your documents – even if it appears they have gone missing in the post. If this is the case you should write a formal letter to your insurer's customer services department setting out why you do not believe that the loss of documents is your fault, and requesting that they send you another set for free. If 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.
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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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