Home insurance - Insurance Documents Not received

Based on resolver’s experience to date, it is an inconvenience when insurance documents don’t arrive as you will need them to assure that you are covered as you wish to be. Furthermore, it is wise to have possession of your documents to avoid stress in the event of a need to claim. Contact your insurer to ensure they have your correct address. If your policy is an online one, check your email inbox as you may have to print out your documents at home – you should have received an email with a link or attachment. Also have a look in your ‘spam’ box as some filters will place a genuine email into this category.

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.

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 must be under 6 months old to be escalated to the Ombudsman.

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