Travel insurance - Policy documentation: policy incorrect

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. 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. As a last resort you can complain about unfair fees to the Ombudsman, who will act as a mediator 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.
You should know

• If you’re making a complaint about making an insurance claim rather than a mis-sold policy, check your documents to see who the “underwriter” is. You’ll need to make a complaint to that organisation.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your supplier, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 6 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.

 

 

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