Hi Huckster,

Thanks for the reply.

I will raise a complaint. First I am just trying to get something from them in writing informing me of / clarifying the situation. All the information I have is from verbal telephone calls, no hard facts! They are reluctant to commit anything into writing and don't acknowledge any conversations.

They say that they don't have email, although I have an email address for one of the agents in the brokers which I send information to. But the broker branch manager says if anything is sent via email it's invalid and they won't action it. She gave ma a fax number which turned out to be a phone number for a car park. I found the correct fax number and have now informed them that we prefer to communicate in writing via email or letter and have stopped taking their calls. Their senior complaints handler has now emailed me trying to set up a telephone call between me and the branch manager. I've declined and asked them to contact me in writing.

I just want to come out of this without having any issue getting insurance in future and need to get them to acknowledge that the problem is with them.

Raise this as a complaint with both the broker and Insurance underwriting company. The brokers have been aware of this drain issue since 2008 and they have altered the declaration information regarding the structural movement question. It is unfair to suddenly penalise you by withdrawing the subsidence cover or to offer an alternative at twice the price if you have the subsidence cover. The risk now is no different to the risk they took on in 2008.

If either the broker or the underwriters are unable to resolve your complaint within 8 weeks, you can ask the FOS to look into this.

In regard to the drain problem, it depends on what the survey and structural engineers reports said about this. This is not an unusual problem for Insurers to come across and if the repair was fairly minor (not underpinning), many Insurers will accept the risk at standard rates. BUT it depends on the survey reports and the Insurers underwriters normally want to see the reports first.

In 2008 we used a broker to arrange our home buildings & insurance policy.

Our home in the 1990's had a cracked drain which resulted in a small crack in the front bay below the window sill. The drain was repaired before we bought the property in 2005 but the crack was never repaired. It was spotted by our mortgage company surveyor who requested a full structural survey which we had carried out. The structural surveyor confirmed there was no further movement and that the drain had been fully repaired, and that the crack should have a permanent helifix repair. All carried out before exchange of contracts on our purchase. There was no problem from the mortgage company.

We insured the property for the first year with our mortgage company. Then for the following 2 years with another insurer. In 2008 we used a broker and have used them ever since. The policy was always handled by the same branch manager . We disclosed the reapir from the start. The policy was always incorrect when initially sent to us - the field asking if there is any sign of movement always said no. We always contact the manager to get him to amend it because of the repair. Eventually, after a few phone calls chasing, the correct amended policy was sent out to us. No problem.

The manager of the branch moved on last year just after our last renewal (august 2011). Again the policy wording was incorrect. Since August we have been chasing to get an updated correctly worded policy. We have been told nothing officially in writing by either the broker or the underwriter. It seems the underwriter was never aware of the repair. Apparently as they both the broker and underwriter have egg on their faces, they are willing to continue with the cover with the exclusion of the subsidence cover. The broker has also offered another policy at double the cost which they have offered to pay.

I have tried to get an insurance quote myself from my mortgage company, they won't quote until i have everything in writing from the broker/underwriter. They also say that they are not obliged to take us either.

Although we can take the policy that is offered at the brokers cost now and get full cover, I am really worried that we will have problems getting insurance in the future because of the non disclosure of the broker. This is just get out jail free offer for them, but I will be left insurance problems in future. They will not confirm anything in writing either.

Sorry it's such a long post.

Has anyone any advice please?