I am having a real headache at the moment with homeinsure.co.uk / Thames bank insurance.
I split up from my ex-wife some time ago, but as we own a property together (wholly on my name) and no one else lives at the property, i still left some of my contents there as it is the safest place for them. This included some photography equipment, cycles etc. Additionally, all the bills etc on the property are on my name as i deal with anything official in relation to the property.
The building is insured via a block management policy.
Back in 2016 i took out a policy with homeinsure.co.uk (Thames bank insurance (HI)), as it happened to be the cheapest via confused.com The policy cost in the region of £185 for contents only.
At the time, i was not advised that the policy would automatically be renewed.
At the point of renewal in 2017, HI sent me an email, which ended up in junk mail with the policy renewal details, additionally if i recall no credit agreement details were sent.
Unfortunately, i missed the window to cancel the policy by a few days. The policy cost had increased, even though no claims had been made. Unfortunately, due to serious health issues i wasn't able to argue the point, so left the policy standing. I am sure I did however request the policy not be renewed again. This policy cost was around £255 (37.8% increase).
Current - The issue
Fast forward to 2018, i no longer use the email address they email on as it is full of junk mail. I only found out the policy had renewed after receiving a credit alert of a new finance agreement, after some investigation i found out it was with creation on behalf of HI. The new policy was around £310. I contacted HI 3 days past the 14 day cooling off period. I spoke to a really arrogant team leader who refused to cancel unless i paid the cancellation fees plus additional charges. I said i would discuss with my ex and call back. Again, i had not agreed to a renewal or a new credit agreement.
I then received an email on 31st December stating my insurance would be cancelled with no reasons given.
I called back again on 07/01/2019 to find out how much the cancellation would actually cost. I was advised this would be £105 (premiums + cancellation fee). I was then dragged into a call with the same supervisor as previous which dragged on for 50 minutes. During the call I mentioned I do not live at the property yet have belongings there and the insurance and every other bill is on my name. The supervisor then mentioned we would not be insured in the event of a claim. I stated she was on the policy documents as well. The supervisor then mentioned my ex would need to be on the deeds. Every time I came to a decision she would try to confuse the matter further - almost just to antagonise me.
Two options where on the table:
Pay £35 and change the policy into my ex's name only.
Pay £105 and cancel the policy.
After consideration, the customer service, HI's annoying staff , we decided to pay the £105 and cancel as a new policy elsewhere would have cost around £80, and at least I would not have to deal with their antagonistic supervisor again.
The supervisor then demanded I pay the balance immediately. To which I refused and wanted a breakdown.
A few days later I receive an email saying I owe them £170. Had we been made aware of this we would not have cancelled and just let the policy run on.
So my questions are:
They quoted me £105 to leave. Was that binding?
I was never advised that I would not be covered if I did not live at the property, and having my ex's name on the policy wouldn’t change anything. Which means I was not actually covered since the inception of the policy. Do I have a right to claim the policy back? - I have requested the call recordings from the inception of the policy. And of the last conversation I had with them - not heard anything back.
How long do they have to provide me with the call recordings - I want them for my complaint to the FCA.
They added a £10 'set up fee', and the cost of £45 for emergency cover in the £170
Any other advise would be appreciated.