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I once had a woman call up screaming that she had not been able to claim for a burglary at her house because the insurance she had was still covering her previous address.
At first I was really worried thinking that she had called and changed the address and the person dealing with it hadn’t done it right and we were going to be liable for covering her and arranging compensation. However when I asked her when she had called to arrange the change of address she informed me that I was thick and asked why she should have had to call to do this ‘we should have known she had moved when the name changed on the deeds and moved the cover to her new house’
I had to explain that we didn’t actually have access to the deeds of every house in Great Britain and she needed to actually inform us of a change of address (or any change for that matter).
She had moved 5 years prior and so had effectively been covering a home she hadn’t owned for half a decade.
She had renewed the policy 4 times since the move and we had sent documents to her email showing the address being covered each time but she hadn’t picked it up.
She was disgusted that we hadn’t changed her address and that she hadn’t been insured correctly for 5 years and cancelled her policy.
And in case anyone is wondering we didn’t cover the burglary. Obviously
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