This is a situation that I find myself in currently, albeit much abbreviated:
The insurance for our car was due to be renewed. Having not heard from the company, we logged into the on-line portal and saw "No action required, your policy will be renewed on XX/XX/XXXX". Assuming the company's own portal would be correct, we let it roll over (as we did the year before, without issue).
Then, we got pulled over by the police for no insurance, so we re-checked the portal and it stated the same, No action required. We phoned up customer services and they (unhelpfully) said, "We sent you an e-mail [Which we never received] and we won't issue a Letter of Indemnity because we sent that [single] e-mail" We checked our inbox, we got all the monthly news updates, but no e-mail about renewal.
So, now we're stuck with a producer that we cannot produce because their portal claimed we had to do nothing.
My question is this: If an insurance company are not planning on renewing your policy because they "require more information", yet their own portal claims the opposite, how liable are they?
All other renewals we had with them, we got no correspondence until a week after the renewal date (when we received the digital and hard-copy certificate). We assumed it would be the same this year also.
No payments have been missed, the last one being taken on the first of the month (3 days before the renewal date). They claim this is for the final month of the period covered by the old policy.
They are refusing the Letter of Indemnity as they deem a single e-mail - without any attempted follow up by phone or mail - is sufficient to state intent (contrary to the portal) of not renewing. Also note that we proved this e-mail was never received by microsoft customer servers who kindly restored all deleted messages to ensure it wasn't a client error).
UK law provides that drivers must be insured (see selected answer).
Please let me know if any other information is required.