I have had travel insurance with Norwich Union/Aviva since 2005.Aviva are now telling me that I have only been insured with them since 2009.My bank statements show DD payments from March 2010 even though Aviva state categorically 2009.It would appear that we need to know the name that would be used to identify the necessary DD withdrawals prior to 2010 and back to 2005.It has been suggested abbreviations such as N.U.G.I,Norwich Union General,G.U.They all seem practical but do not register with the bank.This has all transpired since annual increases and a desire to change from annual to single trip.I was informed that I had never declared pre-medical and consequently would not have been covered.This has never been the case as far as we as a family were concerned.The Norwich/Aviva transition apparently was in 2009.Any help would be greatly appreciated.We just need to know that we are right.

What happens with large Insurers like Aviva, is that they go through system updates over the years, with older records archived. This means that sometimes the data held on their computer screeens can be wrong. They would have to check archived data or other records databases to obtain the missing information.

You could send them a Data Protection Subject Access Request, but this would cost you £10 as the admin fee they would be due and you still might not get the information. It might reveal whether you have declared any pre existing medical conditions previously.

Unless there is a financial benefit in getting to the correct information, I think it is probably not worth it. Aviva are not the best Insurers to have cover with and I would suggest that you look elsewhere for the cover.

Many thanks for your prompt and informative reply.We know for fact that we were insured by NU in 2005 and also that pre-med was declared.Suffered a heart attack 2004 and our daughter had just moved to the USA due to her husbands job.It was essential that I covered every eventuality. Medically and statistically I was not a high risk. Now 11yrs on and I am probably fitter than I ever was but getting insurance now is a nightmare.Aviva have stated that they would refund but I cannot find the necessary information at this stage.The bank have suggested with a large degree of patience,I will find it due to banking online and having access to all my statements.I am getting quotes from other insurers now but the business with Aviva is a principal thing and I would like to beat them but realistically I doubt it.Once again many thanks.I really do like this forum.I've even donated.

Many thanks for your prompt and informative reply.We know for fact that we were insured by NU in 2005 and also that pre-med was declared.Suffered a heart attack 2004 and our daughter had just moved to the USA due to her husbands job.It was essential that I covered every eventuality. Medically and statistically I was not a high risk. Now 11yrs on and I am probably fitter than I ever was but getting insurance now is a nightmare.Aviva have stated that they would refund but I cannot find the necessary information at this stage.The bank have suggested with a large degree of patience,I will find it due to banking online and having access to all my statements.I am getting quotes from other insurers now but the business with Aviva is a principal thing and I would like to beat them but realistically I doubt it.Once again many thanks.I really do like this forum.I've even donated.

I have heard a few stories from people who have worked for them and I would stay clear. This is not the first IT related issue of the type you mention, that I have heard about. But saying that Aviva are not unique in having problems. You could make a formal complaint, asking them to look into their archived records for the policy, asking specific questions. You do not have to do the Data Protection request.

It is worth phoning around companies who are bit more specialist with Travel Insurance. PJ Hayman are one such company and they have a Free Spirit scheme. They are used by brokers around the country, but you can contact them directly. Staysure Travel Insurance may be worth calling, as I have heard of people getting good quotes from them.

I have had travel insurance with Norwich Union/Aviva since 2005.Aviva are now telling me that I have only been insured with them since 2009.My bank statements show DD payments from March 2010 even though Aviva state categorically 2009.It would appear that we need to know the name that would be used to identify the necessary DD withdrawals prior to 2010 and back to 2005.It has been suggested abbreviations such as N.U.G.I,Norwich Union General,G.U.They all seem practical but do not register with the bank.This has all transpired since annual increases and a desire to change from annual to single trip.I was informed that I had never declared pre-medical and consequently would not have been covered.This has never been the case as far as we as a family were concerned.The Norwich/Aviva transition apparently was in 2009.Any help would be greatly appreciated.We just need to know that we are right.

Hi Citrobic,

I'm sorry there seems to be a difference in opinion with your policy start dates and I can understand why it's important to get this clarified. If you could possibly send me an email to [email protected] with your:

- Full Name

- Date of birth

- Post code

- Policy reference number

- CAG Username (so I can link your email with this post)

I will then liaise with our Travel experts and try and get this resolved for you. Please accept my sincerest apologies for your experience so far and I hope we can get this sorted for you asap.

Thanks,

Nicki

Aviva Online Team

Once again many thanks.I feel more at ease and will certainly contact the companies you have mentioned.When you know you are right,it is very difficult to let go.I will persevere and keep checking my bank statements back to 2005.Clearly something is missing and I hope to find the answer.When the money is taken out of your bank every year and the premiums increase every year you tend to feel secure.When you are told that you should read the small print every year to check that you are covered only to find out you are not and over a certain period never have been you do get a bit upset.I have renewal notices that clearly state "providing there have been no changes" your policy will be automatically renewed on the due date.Never had a reason to challenge until this year when for some reason,it's nearly double.So I say to the wife "not paying that we'll go single trip instead of annual.Oh boy that was the proverbial can of worms.

Once again many thanks.I feel more at ease and will certainly contact the companies you have mentioned.When you know you are right,it is very difficult to let go.I will persevere and keep checking my bank statements back to 2005.Clearly something is missing and I hope to find the answer.When the money is taken out of your bank every year and the premiums increase every year you tend to feel secure.When you are told that you should read the small print every year to check that you are covered only to find out you are not and over a certain period never have been you do get a bit upset.I have renewal notices that clearly state "providing there have been no changes" your policy will be automatically renewed on the due date.Never had a reason to challenge until this year when for some reason,it's nearly double.So I say to the wife "not paying that we'll go single trip instead of annual.Oh boy that was the proverbial can of worms.

At each renewal you should be sent information for you to check, which confirms the basis on which the policy is operating.

The crucial renewal document to have checked was the one where Aviva transferred your policy data across to another system. It is no uncommon in the Insurance industry for some of the data to be incorrect after data transfer and the tick box regarding previously declared medical conditions has gone missing or changed. The only way you will find out what has happened is for Aviva to go through all of the available records back to the inception of the policy.

This years premium has probably gone up a lot, as you have hit a certain age, where the underwriters statistically see you as a greater risk.

Once again a mine of information.There has been since 2005 2 address changes and from single trip to annual.I now realise that yes we should check the wording but I have foolishly relied on the"providing there have been no changes" paragraph.On a lighter note,makes you think to check your windscreen cover etc. Once again many thanks for your advice and guidance.I probably will keep searching for the necessary information just for personal satisfaction.Aviva-well I just do not trust them and never would again even though we originally took the policy out with Norwich Union in 2005.It really is a rip off ie. last year age 70 this year 71-heyup lets double his premiums.Unclebulgaria67 you are a godsend.Thank You

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Once again a mine of information.There has been since 2005 2 address changes and from single trip to annual.I now realise that yes we should check the wording but I have foolishly relied on the"providing there have been no changes" paragraph.On a lighter note,makes you think to check your windscreen cover etc. Once again many thanks for your advice and guidance.I probably will keep searching for the necessary information just for personal satisfaction.Aviva-well I just do not trust them and never would again even though we originally took the policy out with Norwich Union in 2005.It really is a rip off ie. last year age 70 this year 71-heyup lets double his premiums.Unclebulgaria67 you are a godsend.Thank You

The other point which I forgot to make is that if you have been paying a premium not including the previously declared medical issues, then you would have been paying smaller premiums. Had Aviva correctly applied the relevant amount to include the medical condition, you would have been paying a lot more, given your increasing age. There is also the possibility that Aviva would have withdrawn the cover for the medical condition and declined to provide a policy at one of the renewals.

Had you fallen ill abroad without the cover you thought you had, you could have been faced with a very difficult position. You and your family could have been faced with massive hospital bills, as well as costs of getting back to the UK, while Aviva were trying to sort out the problem with your policy.

It really is a minefield.People have to be very careful and check their policies.Even though my health is excellent.I am now wary of even travelling.The costs are prohibitive.On the point of premiums I would say yes we have been paying for pre-med cover in the past.In conclusion,yes lessons to be learned.

It really is a minefield.People have to be very careful and check their policies.Even though my health is excellent.I am now wary of even travelling.The costs are prohibitive.On the point of premiums I would say yes we have been paying for pre-med cover in the past.In conclusion,yes lessons to be learned.

If the latest renewal does not include pre-meds, if there is no indication the Insurers have removed cover for them, then I suspect that you have not been covered in previous years. The renewal premiums increase is just because of your age and nothing to do with the meds you previously disclosed.

People do need to check the information on their policies to make sure it is accurate. You don't want to be arguing about it with Insurers while in a hospital bed abroad.

If you are going to be travelling to Europe and have an EHIC card, then it is worth looking at EHIC Plus Travel Insurance. This is basically a top up cover to the standard EHIC card, which you should obtain. It is worth having a look at, if you want to go on trips to Europe.

Are you sure Aviva will refund the premiums that far back as it would be unusual for an Insurer to refund a travel premium due to an undeclared medical condition as there would still have been parts of the policy you could have claimed under. In addition Insurers generally refund for a maximum of six years.