House Insurance Question

[Blue62]

I’m looking for advice on a bizarre situation that I find myself in with my building & contents home insurance policy.

I auto renewed the policy in mid December and received all the documentation within a few days. I had reason to check some details on cover today and signed into my online account, only to see that my policy has lapsed. Thinking it’s a mistake I had an online chat, only to be told that my policy didn’t renew automatically and I’m currently not covered (and haven’t been for almost two months).

They can’t offer an explanation and I can’t sort cover out until tomorrow (I’ll sleep with one eye open), but I’ve had no notification that my auto renewal had failed and since I’ve got a schedule no reason to think there was a problem. I pay the premium via my credit card and it looks like they didn’t t take the money, I hadn’t noticed.

Anyone know where I stand on this? I’m going to contact the ombudsman once I’ve sorted this out, but if anyone who knows the industry can advise I’d be grateful.

[Paul Drawmer]

Blue62 said:

I auto renewed the policy in mid December

What exactly did you do?

In any case, if there isn't any claim arising, is there any problem?

[Sheepshanks]

Blue62 said:

I’m going to contact the ombudsman once I’ve sorted this out,

You have to go through the insurers complaint system first.

[DarkMatter]

I once had a similar "lapsed cover" shock. As I recall it turned out to be either because I'd originally paid with a debit card which expired during the year or because my bank changed the card provider from Visa to Mastercard.

[Murph7355]

Just renew your policy.

Do you have proof you signed up to auto-renew? What do you expect to gain?

If you have proof of auto-renewal and feel it worth spending energy on, call your insurer and complain. But in the pantheon of world problems with insurers, don't be disappointed if this registers at no 486,763!

[Blue62]

Murph7355 said:

Just renew your policy.

Do you have proof you signed up to auto-renew? What do you expect to gain?

If you have proof of auto-renewal and feel it worth spending energy on, call your insurer and complain. But in the pantheon of world problems with insurers, don't be disappointed if this registers at no 486,763!

I received all the policy documentation within days of renewal, which was automatic (I’d shopped around prior to renewal but decided to stay put).

My issue is that I received no notification that my policy hadn’t renewed, quite the opposite in fact in the form of a policy schedule and all other associated documents. For the last two months I’ve been blissfully unaware that my main asset wasn’t insured. I get your point and I’ve calmed down now, but holding a policy schedule seemingly means nothing.

[Sheepshanks]

DarkMatter said:

I once had a similar "lapsed cover" shock. As I recall it turned out to be either because I'd originally paid with a debit card which expired during the year or because my bank changed the card provider from Visa to Mastercard.

I’ve had that with LV, but they renew anyway then drop you a line asking for you to give them a call with new payment details.

[GasEngineer]

Murph7355 said:

Do you have proof you signed up to auto-renew? What do you expect to gain?

Isn't there an issue with retroactive / continuous cover if it had lapsed?

ie the insurer could say that something you are claiming for was present when the current policy started so not covered?

• (Probably got the terminology wrong but hopefully you get the gist.)