Insurance Premiums: When the Increase Isn’t Justified
Insurance premiums do rise from time to time—but there should always be a clear, valid reason. Unfortunately, too often we see insurers increasing costs without explanation, sneaking in new endorsements, or simply refusing to engage with clients.
This is a case study of how we fought back on behalf of one of our clients—a currency exchange company—and stopped them from being unfairly penalised at renewal.
The Background: A Tenant Dispute
The story began when a tenant in the flat below our client tried to claim compensation for damage to their property. After Lisa on our team investigated, she demonstrated that the damage was actually the result of the landlord and managing agent’s negligence, not our client’s.
Many leaseholders will know the frustration: managing agents often delay repairs, avoid responsibility, and push blame onto tenants. In this case, the landlord ignored requests to carry out works, leaving the tenant to pursue our client unfairly.
Lisa guided our client through the process and made sure no liability fell on them. Problem solved—or so we thought.
The Sting in the Tail: Renewal Problems
When renewal came around, the insurer made matters worse:
- Failure to meet regulatory standards – Prices must be released at least 30 days before renewal. That didn’t happen. Complaints about this went nowhere.
- A hidden endorsement – Without telling us, the insurer added a clause reducing theft cover to 75% only, despite the client having an alarm system and being on the 4th floor. Were they expecting Jason Bourne to go rogue and helicopter in—or Tom Cruise wrecking the gaff after abseiling into the wrong address looking for secrets?
- An unjustified premium increase – The insurer claimed there had been a claim, even though no payments had been made. We knew this because we had managed the claim ourselves.
Fighting Back Against Unfair Premium Increases
When we challenged the insurer, their response was dismissive: “The price stands.”
So Lisa escalated the case to the line manager.
After persistent negotiation—not just a few emails, but real conversations—they eventually agreed that there was no valid reason for a price increase.
This saved our client from paying unnecessary extra premiums.
The Real Issue: Poor Communication in Insurance
This situation highlights a deeper industry problem:
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Many insurers operate in silos, where file handlers don’t communicate across departments.
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Post-Covid, some staff feel unable to ask colleagues or managers for help.
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Too often, complaints are brushed aside rather than resolved.
Technology should improve communication, but without proper training and accountability, insurers risk leaving clients frustrated and unfairly treated.
The Outcome: Client Protected, Premiums Fair
Our client was delighted. By challenging the insurer, we:
✅ Prevented an unjust premium increase.
✅ Ensured no liability for someone else’s negligence.
✅ Restored cover to its proper level.
This case shows why it pays to have a broker who communicates, questions, and fights for their clients.
WRAP UP
Premiums should only increase when there is a valid reason. If you have not been negligent, you should not be penalised.
TOP TIP
Always check renewals carefully—look out for sneaky endorsements. Having a broker who engages and negotiates on your behalf can save you thousands.
👉 Have your insurance premiums gone up unfairly?
Contact us today for advice, fair service, and someone in your corner when insurers don’t play fair.
