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“Left without cover”

written by McCollumdt62 on 25/10/2016

We have insured our holiday rental through Towergate for serveral years, after they took over our previous broker.
We have always received reminders when our renewal is due, and been satisfied with the serrvice they have offered. This year, we suddenly got a text at 4pm on friday telling us our cover had expired. We phoned the main number on the website, and were told they had no record of our policy. Eventually we tracked down someone who found our details, and was really helpful, apologising that for some reason the usual reminders had not been sent out. He phoned the insurers, and told us he had had immediate cover put in place, and would forward details on.
We heard nothing by the end of the next week, with several emails getting no reply, and again had difficulty reaching anyone who could identify our details on the system, despite phoning several numbers given on the website. I said I thought it was the Manchester office I had gone through - they had no number for that office 'that's a new office, I don't know why you would have gone through them'! Eventually I remembered the name of the man I had spoken to, and got a direct number for him - he assured me we were covered. Another delay followed with no documents arriving - he emailed these to me and said he would phone at 11am the next day to arrange payments. He never did.
We have since gone to a local broker who arranged better cover at a greatly reduced premium - and is right on hand should any problems arise.
What a stressful few days - can't believe their main computer system does not give a access to policy details! After 10 days with no cover, we were then left wondering whether or not the cover had been arranged.