0:00:02 > 0:00:04I've been fighting your consumer battles for years,
0:00:04 > 0:00:07but it seems some companies are still not getting the message.
0:00:07 > 0:00:10It seems to be the biggest companies not looking after their customers.
0:00:10 > 0:00:13Day in, day out, thousands of you are still being taken for a ride.
0:00:13 > 0:00:19And it's always the same old things - shoddy products, bad customer service and the dreaded small print.
0:00:19 > 0:00:23The customer service level is the most important thing to some people.
0:00:23 > 0:00:26Some firms are driving you barmy, causing you sleepless nights
0:00:26 > 0:00:29and can make you feel like you're the ones to blame.
0:00:29 > 0:00:35But don't despair, because I'll take them on, to make sure you don't get done.
0:00:38 > 0:00:42Home insurance - an essential way to make sure you and your family
0:00:42 > 0:00:46are protected financially if a disaster should strike.
0:00:46 > 0:00:52But just because you have a policy and an insurance company is taking your money each month,
0:00:52 > 0:00:56it doesn't necessarily mean you're covered.
0:00:56 > 0:00:59'And sadly that's exactly what happened to Tina Hunwick,
0:00:59 > 0:01:02'and in the most devastating way.
0:01:02 > 0:01:06'In 2012, her family home was gutted by fire
0:01:06 > 0:01:11'and when she tried to make a claim for the damage, her insurers refused it.
0:01:11 > 0:01:16'It all began in the early hours of a March morning.'
0:01:16 > 0:01:21I was woken about ten past five in the morning, a smell of burning..
0:01:21 > 0:01:25Erm, and the bedroom alight, bright orange,...
0:01:25 > 0:01:29'I just screamed out to everybody, run down the stairs.'
0:01:29 > 0:01:33'With everyone safely out of the house, now engulfed in flames,
0:01:33 > 0:01:37'the fire brigade was called and the blaze was quickly brought under control.
0:01:37 > 0:01:40'But for Tina, it was still heartbreaking.'
0:01:40 > 0:01:46You just think your whole life has just gone up in smoke and flames.
0:01:46 > 0:01:51'Tina and her family may have sadly lost most of their personal possessions,
0:01:51 > 0:01:54'but she thought she could slowly rebuild her life
0:01:54 > 0:01:57'with a quick call to her insurance company, Paymentshield.
0:01:57 > 0:02:02'However, they told her that, even though she had paid her premiums,
0:02:02 > 0:02:07'she wasn't covered, because she had had a previous policy voided.
0:02:07 > 0:02:08'Nightmare!'
0:02:10 > 0:02:15Having a fire in your own home is probably one of the scariest things that could ever happen.
0:02:15 > 0:02:18Trust me, I know. It happened to me 20-odd years ago.
0:02:18 > 0:02:24But to find out your insurance company won't pay out? Tell you what, comes a close second.
0:02:24 > 0:02:30'I've come to see Tina at the temporary property she's had to rent ever since the disaster.
0:02:30 > 0:02:33'From my experience, there's no smoke without fire.
0:02:33 > 0:02:37'I want to get to the bottom of what happened and see if I can help.'
0:02:37 > 0:02:40- Pleased to meet you. Horrible weather!- Awful. Come in.
0:02:40 > 0:02:42I hope you've got the heating on.
0:02:42 > 0:02:47- If I said your life's in a pickle, that's an understatement. - Definitely.
0:02:47 > 0:02:52- So, back to basics. Did you have buildings AND contents insurance? - Yeah.
0:02:52 > 0:02:54Any reason why they're not paying out?
0:02:54 > 0:03:00They said I never admitted to a previous voided insurance, which I did.
0:03:02 > 0:03:04'Tina's problems go back to a previous policy,
0:03:04 > 0:03:07'also through Paymentshield insurance company,
0:03:07 > 0:03:10'and underwritten by Royal and Sun Alliance.
0:03:10 > 0:03:16'When Tina took out this policy, she had accidentally forgotten to disclose a previous claim,
0:03:16 > 0:03:21'and when this came to light, Royal and Sun Alliance told Tina they were cancelling her policy
0:03:21 > 0:03:24'and wouldn't reinsure her.'
0:03:24 > 0:03:31Because I hadn't disclosed two previous claims from my previous insurance company.
0:03:31 > 0:03:34I hadn't disclosed because I'd completely forgot about it,
0:03:34 > 0:03:38so I said, "Fair enough, I'm in the wrong."
0:03:38 > 0:03:41'Being the responsible and caring parent she is,
0:03:41 > 0:03:45'Tina wanted to make sure the family home stayed protected from disaster,
0:03:45 > 0:03:51'and secure for herself and her three children, as it holds many happy memories.'
0:03:51 > 0:03:53We moved in about 16 years ago,
0:03:53 > 0:03:57so for Summer and Heaven, it's the only home they've ever known.
0:03:57 > 0:03:59In fact, Heaven was actually born at home.
0:03:59 > 0:04:04'So with her home insurance now void, Tina desperately needed cover
0:04:04 > 0:04:08'and called an insurance broker, Lifestyle Protect,
0:04:08 > 0:04:11'to see if they could find her a new policy.'
0:04:11 > 0:04:15When I phoned the broker, the first thing I said to them is,
0:04:15 > 0:04:21"I need new house insurance. I've just had my policy voided by an insurance company."
0:04:21 > 0:04:26'Within a couple of days, the broker found Tina a new home insurance policy,
0:04:26 > 0:04:30'also with Paymentshield - the same company she was insured with before.
0:04:30 > 0:04:36'What Tina hadn't spotted was that her new policy was underwritten by Royal and Sun Alliance,
0:04:36 > 0:04:40'the same company who had said they would never insure her again.
0:04:40 > 0:04:45'Unaware, Tina just felt relieved that everything was covered.'
0:04:45 > 0:04:48I would live in that house till the day I die,
0:04:48 > 0:04:52and Heaven being born in the house makes it extra special.
0:04:52 > 0:04:54So I just want to live there for ever.
0:04:54 > 0:05:00- Did you not realise you were with the same company that had previously voided you?- No.
0:05:00 > 0:05:04- You just paid the broker, took the documents, didn't read them.- Yeah.
0:05:04 > 0:05:09- How do you feel about that? - You just think, brokers, big companies like that...
0:05:09 > 0:05:14They've got databases, they KNOW who they've got insurance with,
0:05:14 > 0:05:17if they have voidance, if they paid out a claim...
0:05:17 > 0:05:22They KNOW all that information. I told her that information.
0:05:22 > 0:05:26So that insurance company probably wouldn't insure me.
0:05:26 > 0:05:32She said, "There's plenty of other companies that will insure you." I didn't give it a thought.
0:05:32 > 0:05:37- When you took out the insurance, did you go into a broker? Or on the phone?- I done it on the phone.
0:05:37 > 0:05:42So, presumably, they asked you a whole load of questions, you said yes, no, or maybe...
0:05:42 > 0:05:46- Have you asked for a copy of that call?- I have.- Did you get one?- No.
0:05:46 > 0:05:49- They didn't send a transcript? - They can't find it.
0:05:49 > 0:05:51How much do they reckon it'll cost to put right?
0:05:51 > 0:05:55Um, between 50,000 and 100,000.
0:05:55 > 0:05:57Right. Fortune, isn't it?
0:05:58 > 0:06:02So they've said, "We're not going to pay for that."
0:06:02 > 0:06:05- What about your accommodation? Are they paying for that?- No.
0:06:05 > 0:06:08- So you're paying rent... - And a mortgage.- Ouch.
0:06:08 > 0:06:14- How much is that a month? - Between 1,600 and 2,000.
0:06:14 > 0:06:16- That must be a hell of a struggle. - Mm.
0:06:16 > 0:06:20What have you done, since the insurance company said no,
0:06:20 > 0:06:24to try and get this situation sorted out?
0:06:24 > 0:06:29I've wrote to four of their top people, one being their chief executive.
0:06:29 > 0:06:33I've spoken to a solicitor. I've wrote formal letters of complaint,
0:06:33 > 0:06:36to try and follow their procedure.
0:06:36 > 0:06:40And then I contacted the Financial Ombudsman Service.
0:06:41 > 0:06:43'And her case continues to be investigated.
0:06:43 > 0:06:49'But Tina isn't feeling that optimistic and has turned to me in desperation.'
0:06:49 > 0:06:53- Can you afford to fix the house without the insurance? - Definitely not.
0:06:53 > 0:06:56If I can't sort this out, what will you end up doing?
0:06:58 > 0:06:59No idea.
0:07:01 > 0:07:03Crikey.
0:07:05 > 0:07:07I don't know what to say.
0:07:07 > 0:07:11- Could life be any worse at the moment?- Not really, no.
0:07:13 > 0:07:18Tina's situation couldn't be any worse. Her family's living in rented accommodation,
0:07:18 > 0:07:21her house burnt down, insurance company aren't paying out.
0:07:21 > 0:07:24She's tried everything to sort it out and she's failed.
0:07:24 > 0:07:27Talk about pressure on me!
0:07:27 > 0:07:30'I've got a feeling I've got my work cut out,
0:07:30 > 0:07:35'as I've got three companies to talk to on this fact-finding mission.
0:07:36 > 0:07:43'There's Lifestyle Protect, the broker Tina asked to find her a new buildings and contents policy.
0:07:43 > 0:07:49'Paymentshield is the insurance company who is the middle man between broker Lifestyle Protect
0:07:49 > 0:07:53'and the underwriter of the insurance policy, Royal and Sun Alliance.
0:07:53 > 0:08:00'My challenge is to get to the bottom of who of those is at fault.
0:08:00 > 0:08:02'I'm going to start with the broker, Lifestyle Protect,
0:08:02 > 0:08:07'because that's the company Tina asked to find her a new insurance policy,
0:08:07 > 0:08:11'after explaining that her last policy had been voided.
0:08:11 > 0:08:14'Tina has been trying to get a copy of that initial call,
0:08:14 > 0:08:18'but so far, no success, so I'll see if I can get any further.
0:08:18 > 0:08:23'But before I make contact, I want to get my head around who they are.
0:08:23 > 0:08:26'From my research into Lifestyle Protect,
0:08:26 > 0:08:31'I found out it's a trade name of another company - All Debt Solutions Ltd.
0:08:31 > 0:08:35'They handle PPI reclaims, money management and debt collection.
0:08:35 > 0:08:39'It's time to get hold of someone at Lifestyle Protect.
0:08:39 > 0:08:42'They told Tina they have no recording of her call.
0:08:42 > 0:08:44'But do they even record calls?'
0:08:44 > 0:08:47- RECORDING:- 'Please hold. Your call is important to us.
0:08:47 > 0:08:52- 'Please note that all calls are recorded for monitoring and training purposes.'- Bingo!
0:08:52 > 0:08:55'That's odd. They say all calls ARE recorded,
0:08:55 > 0:08:59'but they told Tina they don't have a copy of her phone call.'
0:08:59 > 0:09:05'..option one for customer services. This will enable us to access your account efficiently.
0:09:05 > 0:09:11- 'Our group currently process up to 3,500 claims per week...' - Gordon Bennett!
0:09:11 > 0:09:17'At this rate, I'll never get through to anyone to even ask the question!'
0:09:17 > 0:09:19Two minutes this has been going on.
0:09:19 > 0:09:21- RINGING TONE - About time!
0:09:21 > 0:09:23RINGING TONE
0:09:23 > 0:09:26'Great. Sounds like I'm finally going to get to talk to someone.'
0:09:26 > 0:09:28Three minutes!
0:09:29 > 0:09:33- RECORDING:- 'Thank you for calling. All our operators are handling calls.
0:09:33 > 0:09:38'Please leave a message with your reference number, name and telephone number,
0:09:38 > 0:09:41'with a brief description of your enquiry,
0:09:41 > 0:09:45'and we will endeavour to return the call within 24-48 working hours.'
0:09:45 > 0:09:49- RECORDING:- 'Please leave your message after the tone.'
0:09:49 > 0:09:53Hello. My name is Dominic Littlewood, calling for the BBC.
0:09:53 > 0:09:56'I leave a message requesting that someone calls me back.'
0:09:56 > 0:09:57Thanks very much. Bye-bye.
0:09:57 > 0:10:01Four minutes 20 seconds to leave a voicemail.
0:10:01 > 0:10:05This is a big company. They should have people answering the phone.
0:10:05 > 0:10:09I don't like the way this is going already. I'm very rarely wrong.
0:10:09 > 0:10:13I thought I was wrong once, but I made a mistake.
0:10:20 > 0:10:22'I'm keen to talk to Lifestyle Protect,
0:10:22 > 0:10:25'the brokers who organised Tina's insurance.
0:10:25 > 0:10:29'I've yet to speak to anybody but I've had an email reply.
0:10:29 > 0:10:34'So I'm going to try to talk to the person named in that email.'
0:10:34 > 0:10:37- RECORDING: - 'Please note that in-depth...'
0:10:37 > 0:10:42This is exactly the same. Load of palaver for three minutes
0:10:42 > 0:10:45before they say, "All lines are busy, please leave a message."
0:10:45 > 0:10:48That's not how companies should run.
0:10:48 > 0:10:50'So I hit redial and try again.'
0:10:50 > 0:10:54Good morning. I'm having problems with your phone system.
0:10:54 > 0:10:59Keeps going to a voicemail message. Could you give me a direct dial number for him, please?
0:10:59 > 0:11:03'She says all she has is the number she put me through to.'
0:11:03 > 0:11:07I've got that number and you always end up leaving a message.
0:11:07 > 0:11:09Do you have an email address?
0:11:09 > 0:11:12'There is a generic email for the company,
0:11:12 > 0:11:16'but she doesn't have any direct dial extensions on reception.'
0:11:16 > 0:11:19Do you have a supervisor, manager, or anybody in charge there?
0:11:19 > 0:11:23'She says she'll put me through to someone's mobile.'
0:11:23 > 0:11:25Who would that be?
0:11:25 > 0:11:30'There are several numbers to try, but she won't give them to me as they are personal mobiles.'
0:11:30 > 0:11:32Who are you trying first?
0:11:32 > 0:11:35'Again, she withholds the name.'
0:11:36 > 0:11:39You can't get through to the manager, person in charge.
0:11:39 > 0:11:45You can't get an email address. She'll try people's mobiles - won't give me their name or number.
0:11:45 > 0:11:49'Finally, she says she has spoken to the Operations Manager
0:11:49 > 0:11:52'and I have to send an email or letter to the directors.'
0:11:52 > 0:11:58Why is everybody being so secretive and unhelpful? I just need to tell somebody about a programme.
0:11:58 > 0:12:02'She just repeats that I need to send an email.'
0:12:02 > 0:12:04It would be prudent for one of your directors to chat with me.
0:12:04 > 0:12:06I only need to ask him a few questions.
0:12:06 > 0:12:13'It's proving difficult to speak to anybody, but a few days later, I finally get some answers.
0:12:13 > 0:12:16'A firm, who handles Lifestyle Protect's complaints, emails me
0:12:16 > 0:12:20'to tell me Lifestyle Protect do not have a recording of Tina's call,
0:12:20 > 0:12:26'as they only record outbound calls and Tina's was inbound.
0:12:26 > 0:12:29'A shame, but at least we know and we can move on.'
0:12:29 > 0:12:35Every day, insurance companies are paying out £9 million to homeowners in claims.
0:12:35 > 0:12:37However, there is a flip side.
0:12:37 > 0:12:42Thousands of people are left high and dry when insurance companies refuse to pay out.
0:12:42 > 0:12:49'In 2011, the Financial Ombudsman dealt with well over 25,000 insurance complaints.
0:12:49 > 0:12:52'About a quarter of those were surrounding non-disclosure.
0:12:52 > 0:12:55'But what exactly is non-disclosure
0:12:55 > 0:12:58'and how can we consumers ensure
0:12:58 > 0:13:02'we tell the broker or insurance company all they need to know,
0:13:02 > 0:13:03'so we don't get caught out?
0:13:03 > 0:13:10'One man who knows a thing or two about this is David Cresswell, from the Financial Ombudsman Service.'
0:13:10 > 0:13:15Non-disclosure means you haven't told the insurance company something
0:13:15 > 0:13:18that THEY think is very important indeed.
0:13:18 > 0:13:22It's often very difficult for consumers to know
0:13:22 > 0:13:25what it is that the insurance might need to know.
0:13:25 > 0:13:30That's why we say it's the responsibility of the insurance company
0:13:30 > 0:13:34to ask questions and to ask really clear questions.
0:13:34 > 0:13:38Then it's your responsibility, as the consumer,
0:13:38 > 0:13:41to try your hardest to answer those questions as honestly as you can.
0:13:41 > 0:13:47'OK, but what if you make an honest mistake and simply forget to mention a previous claim,
0:13:47 > 0:13:50'as Tina did with the Royal and Sun Alliance,
0:13:50 > 0:13:53'and the insurance company void your policy?'
0:13:53 > 0:13:58If an insurance company tells you it's going to void your policy,
0:13:58 > 0:14:04and you think this is completely unfair, because you believe you were as honest as you could be,
0:14:04 > 0:14:07you can formally complain to the company.
0:14:07 > 0:14:13If that doesn't solve the problem, that's exactly the kind of situation the Ombudsman is here to help.
0:14:13 > 0:14:16'So what's the best way of protecting yourself?'
0:14:16 > 0:14:22Whether you deal directly with the insurance company or go through someone else,
0:14:22 > 0:14:25it's still important to keep copies
0:14:25 > 0:14:28of anything you gave to the insurance company,
0:14:28 > 0:14:31or gave FOR the insurance company.
0:14:31 > 0:14:33Keep hold of that and have a record of it.
0:14:36 > 0:14:41'I may well have shed a bit of light on the complicated and confusing world of insurance,
0:14:41 > 0:14:45'but for Tina, she's going home to calculate the true cost
0:14:45 > 0:14:47'of getting her life back together,
0:14:47 > 0:14:49'if she ever can.'
0:14:49 > 0:14:53I've come today because I need to go round each room,
0:14:53 > 0:14:57and make a list of all the things lost and damaged in the fire,
0:14:57 > 0:14:59that obviously need replacing.
0:14:59 > 0:15:05'Knowing what you've got in your home will ensure you get the right amount of contents insurance
0:15:05 > 0:15:08'and help you if you ever need to make a claim.
0:15:08 > 0:15:13'Write a list by walking round your home, listing everything you own.
0:15:13 > 0:15:15'Remember to include all rooms,
0:15:15 > 0:15:20'and don't forget the cupboard under the stairs, or loft or garage,
0:15:20 > 0:15:22'which could store valuable content.'
0:15:22 > 0:15:26This room obviously was the children's room.
0:15:26 > 0:15:28You can just see the damage in the roof.
0:15:28 > 0:15:35Obviously, the whole ceiling's come down because this is where the water tank had burst.
0:15:35 > 0:15:37Their bedroom was in a total mess.
0:15:37 > 0:15:40Then all the insulation just ruined everything.
0:15:40 > 0:15:44It affected the girls greatly. Summer gets upset a lot.
0:15:44 > 0:15:46Heaven lashes out a lot.
0:15:46 > 0:15:51Lately, they've both been lashing out and getting upset.
0:15:51 > 0:15:54It's just devastating, all of it. Just turns your stomach.
0:15:56 > 0:15:57Nasty.
0:16:00 > 0:16:05'Sadly, Tina's inventory won't be much help unless we get a result on this case.
0:16:05 > 0:16:09'My next call is to Tina's insurance company, Paymentshield.
0:16:09 > 0:16:14'Given their underwriters Royal and Sun Alliance had previously cancelled one of Tina's policies,
0:16:14 > 0:16:19'I want to know how Paymentshield ended up reinsuring her.'
0:16:19 > 0:16:22'Hello. It's Claire from the PR team for Paymentshield.'
0:16:22 > 0:16:23Hello, Claire.
0:16:23 > 0:16:27I believe Lifestyle Money, according to Tina Hunwick,
0:16:27 > 0:16:33was informed at the start of the phone call about the information you say was omitted -
0:16:33 > 0:16:35that there was a policy voided.
0:16:35 > 0:16:38She claims it was one of the first things she said.
0:16:38 > 0:16:41- 'OK.'- We would like a copy of that phone conversation.
0:16:41 > 0:16:46Their voicemail system does indicate that all calls are kept and recorded
0:16:46 > 0:16:48Now, we have requested that,
0:16:48 > 0:16:54but Lifestyle Money aren't even speaking to us on the phone past the reception.
0:16:54 > 0:16:57We can't get to speak to any of the directors,
0:16:57 > 0:17:01we get an automated response to emails, promising to resolve things.
0:17:01 > 0:17:03Unfortunately, they're letting us down.
0:17:03 > 0:17:07If you wouldn't mind, could you request a copy of that conversation,
0:17:07 > 0:17:11- because if Tina's... - 'I can certainly try for you.'- OK.
0:17:11 > 0:17:13Claire, there's an another issue.
0:17:13 > 0:17:20- Tina says her previous policy that was voided was with your company. - 'That's right.'
0:17:20 > 0:17:24If it was voided, how on earth could you reinsure her?
0:17:26 > 0:17:32'Um, my understanding is that it wasn't until the point that the claim was made,
0:17:32 > 0:17:37'that it was then brought to their attention that she had had a previous policy.'
0:17:37 > 0:17:40As far as she knew, she was insured with you guys for seven months
0:17:40 > 0:17:43before the house burnt down.
0:17:43 > 0:17:46Surely to God you guys should have realised that,
0:17:46 > 0:17:49prior to seven months passing and a fire happening.
0:17:49 > 0:17:53You had voided her previous policy, yet you reinsured her.
0:17:53 > 0:17:57'It was brought to our attention at the point the claim had been made,
0:17:57 > 0:18:03'which is when it was brought to our attention she had had a previous policy.'
0:18:03 > 0:18:08So why didn't your system flag up the fact that this was somebody you didn't want to insure?
0:18:08 > 0:18:13'I can't comment in terms of how the system actually works.'
0:18:13 > 0:18:16'I'm not going to make any headway here.
0:18:16 > 0:18:20'I'm still struggling to get any of the facts in Tina's case.'
0:18:20 > 0:18:23'As I say, I'm going to get more information for you.'
0:18:23 > 0:18:27- Thanks very much. - 'Thank you. Take care. Bye-bye.'
0:18:27 > 0:18:30I've got a feeling, when it goes back to Paymentshield, they'll say,
0:18:30 > 0:18:32"He's got a damn good point.
0:18:32 > 0:18:36"Why was she insured for months when she shouldn't have been?"
0:18:36 > 0:18:39Their system has let them down
0:18:39 > 0:18:43and that might be the kink in their armour I need to get this sorted.
0:18:43 > 0:18:47'Lifestyle Protect say they don't have a recording of Tina's call,
0:18:47 > 0:18:53'and Paymentshield, the insurers, say they only discovered the problem when Tina made a claim.
0:18:53 > 0:18:57'I've also emailed Royal and Sun Alliance to see what they had to say
0:18:57 > 0:19:00'and I've now received this email with a joint statement,
0:19:00 > 0:19:02'from Royal and Sun Alliance and Paymentshield.
0:19:02 > 0:19:05'They say...'
0:19:28 > 0:19:30'The thing that really frustrates me
0:19:30 > 0:19:35'is that, in the modern world of interconnected computer systems,
0:19:35 > 0:19:37'Tina's situation shouldn't happen.
0:19:37 > 0:19:41'Surely there is a way of cross-checking insurance histories,
0:19:41 > 0:19:44'so a company doesn't cover someone they've previously refused.
0:19:44 > 0:19:50'One system that could help is the Claims Underwriting Exchange, or CUE, for short.
0:19:50 > 0:19:53'It's a database of everyone's previous claims.
0:19:53 > 0:19:57'I'm meeting Malcolm Tarling, from the Association of British Insurers,
0:19:57 > 0:20:00'to find out about CUE, and how it's used.'
0:20:00 > 0:20:06I know you're familiar with the problems that the lady I'm trying to help has had.
0:20:06 > 0:20:11Some areas need addressing, and one is the CUE system. Can you explain how it works?
0:20:11 > 0:20:14CUE stands for Claims and Underwriting Exchange.
0:20:14 > 0:20:17It's a central database storing information about
0:20:17 > 0:20:20the previous claims history of policy holders.
0:20:20 > 0:20:23Insurance companies can access this
0:20:23 > 0:20:28to verify the information given on proposal forms, when somebody takes out insurance.
0:20:28 > 0:20:33'Sounds perfect. If insurers checked you against that database when they took you on,
0:20:33 > 0:20:36'surely non-disclosure would be a thing of the past.
0:20:36 > 0:20:38'Trouble is, they don't always.'
0:20:38 > 0:20:44The question is, why do insurance companies only look at CUE once a claim goes in?
0:20:44 > 0:20:48Why not use it as soon as somebody tries to take out a policy,
0:20:48 > 0:20:50therefore eradicating any chance of a mistake?
0:20:50 > 0:20:57As I say, increasingly, companies are using CUE when a person takes out an insurance policy.
0:20:57 > 0:21:02Insurers recognise it's important not just to disclose all information
0:21:02 > 0:21:07but people need to be given help and understand what it is they need to disclose.
0:21:07 > 0:21:11'Wouldn't it make sense, then, if the CUE system was legally required,
0:21:11 > 0:21:14'to help both the insurer AND the consumer?'
0:21:14 > 0:21:19Would you agree, if companies were duty-bound to check the CUE system,
0:21:19 > 0:21:21it would probably alleviate these problems?
0:21:21 > 0:21:24The CUE system would really struggle to cope with the demand.
0:21:24 > 0:21:28When the Insurance Consumer Act comes into place,
0:21:28 > 0:21:34it will lay down very specific requirements on the questions that insurers can ask,
0:21:34 > 0:21:39and there'll be none of the "please disclose anything else you think is relevant" catch-all questions.
0:21:39 > 0:21:44The onus is very much on insurance companies to make sure they ask the right questions.
0:21:44 > 0:21:49'So there is a system that could stop cases like Tina's ever occurring.
0:21:49 > 0:21:54'Hopefully, more insurers will be checking CUE when policies are taken out,
0:21:54 > 0:21:59'to ensure there is nothing that will affect any future claims.
0:22:01 > 0:22:05'But back to Tina, and just as it feels we're running out of options, there is a sudden development.
0:22:05 > 0:22:10'The Financial Ombudsman have published their findings -
0:22:10 > 0:22:12'that Royal and Sun Alliance are at fault
0:22:12 > 0:22:16'for reinsuring Tina after voiding her previous policy.
0:22:16 > 0:22:20'It's fantastic news. Royal and Sun Alliance have already contacted Tina.
0:22:20 > 0:22:23'I'll find out more when I see her,
0:22:23 > 0:22:30'but I'll make one last call to Royal and Sun Alliance to see if they can explain what went wrong.'
0:22:30 > 0:22:33The thing I want to find out is where you're at at the moment
0:22:33 > 0:22:36with this investigation and this claim.
0:22:36 > 0:22:42'I end up speaking to a lady in Media Relations who says she'll need to double-check.'
0:22:42 > 0:22:47At what point did you first believe that Tina withheld information on her claim?
0:22:47 > 0:22:51'Again, the lady says she'll have to find out as she doesn't know.'
0:22:51 > 0:22:54Is there any of these questions you can answer?
0:22:54 > 0:22:59'Unbelievable! I don't think the word "yes" is in this woman's vocabulary.'
0:22:59 > 0:23:02So we're talking a couple of days,
0:23:02 > 0:23:05ideally before Thursday, if all goes well, yeah?
0:23:05 > 0:23:09'I'm clearly not going to get any definite answers today
0:23:09 > 0:23:12'and I'm more concerned with meeting Tina
0:23:12 > 0:23:16'to find out what Royal and Sun Alliance have told her.'
0:23:16 > 0:23:18How you doing? You all right? Crikey.
0:23:18 > 0:23:21OK, so here we are. Bit of a mess, isn't it?
0:23:21 > 0:23:24'This is the first time I've seen her burnt-out house.'
0:23:24 > 0:23:30- This is where the fire started, Dom, as you can see.- Shocking to look at.
0:23:30 > 0:23:33- Makes you feel sick. - That's obviously where it started.
0:23:33 > 0:23:35- Could you see flames?- Oh, yeah.
0:23:35 > 0:23:41Soon as I opened that front room door, the smoke... was just bellowing in.
0:23:41 > 0:23:43Listen, I've been on the phone to the insurance company.
0:23:43 > 0:23:50There's a couple of issues. I don't know if you're aware, but a lot of people fall into this trap.
0:23:50 > 0:23:56You know the reason they won't pay out is because you didn't disclose that your policy was voided.
0:23:56 > 0:24:00- And you dispute that.- Yeah. - I've been disputing it as well.
0:24:00 > 0:24:02Here's the crucial factor.
0:24:02 > 0:24:07The fact that you took out insurance with the same company that had previously voided you,
0:24:07 > 0:24:10and that company didn't pick up on it,
0:24:10 > 0:24:14means, technically, the fault is theirs, not yours.
0:24:14 > 0:24:19Obviously, the insurers have been dealing with me, as have the brokers and everybody else.
0:24:19 > 0:24:22I know they've contacted you and they've told you the news.
0:24:22 > 0:24:26- Yeah.- So you tell me. I want to hear it from you. You're smiling!
0:24:26 > 0:24:30They're going to pay out! We're coming home!
0:24:30 > 0:24:33I'm getting my house done!
0:24:33 > 0:24:37There's a light in the tunnel and it's approaching very fast.
0:24:37 > 0:24:39- Never ever thought it would be happening.- Yeah.
0:24:39 > 0:24:45- Nine months. It's been the longest nine months of my life.- Yeah.
0:24:45 > 0:24:51The girls have got a home to come back to, instead of that house, temporary accommodation.
0:24:51 > 0:24:53We're all coming home.
0:24:53 > 0:24:56In addition, the insurance company are also going to pay you
0:24:56 > 0:25:01all the rent you've paid out of your own hard earnings for the last few months,
0:25:01 > 0:25:04which is in the thousands.
0:25:04 > 0:25:06They'll give you your removal costs
0:25:06 > 0:25:12and put you up in the house you're in now for the next six months, all rent paid.
0:25:12 > 0:25:17So you can stop worrying about the money. You're slightly more relieved.
0:25:17 > 0:25:19- The pressure is easing.- Yeah.
0:25:19 > 0:25:26'Royal and Sun Alliance has also offered Tina either a year's free insurance or £550 in cash.
0:25:26 > 0:25:28'It's a fantastic result all round.
0:25:28 > 0:25:32'It's the Financial Ombudsman's ruling that has made the difference,
0:25:32 > 0:25:36'but I like to think some added pressure from me helped it along.'
0:25:36 > 0:25:41- I'll love you and leave you.- Thank you.- Give my love to the girls.
0:25:41 > 0:25:43- Thank you. Will do.- Cheerio!- Bye!
0:25:44 > 0:25:48'We spoke to the firm that deals with Lifestyle Protect's compliance,
0:25:48 > 0:25:51'and they said...'
0:26:02 > 0:26:06'Paymentshield had nothing to add to their earlier statement,
0:26:06 > 0:26:09'but Royal and Sun Alliance said...'
0:26:24 > 0:26:29I think it's absolutely amazing that Dom's done what he's done and helped me and my family.
0:26:29 > 0:26:34That extra help, putting pressure on the insurance...
0:26:34 > 0:26:39I just dread to think what the outcome would've been.
0:26:39 > 0:26:42'For us all to come home, it's fantastic news.'
0:26:45 > 0:26:49I tell you what. That is one very lucky and very relieved lady.
0:26:49 > 0:26:52But there is a lesson there for all of us, me included.
0:26:52 > 0:26:54When you're doing insurance,
0:26:54 > 0:26:58make sure you disclose absolutely everything.