I bought landlords insurance 10 years ago for my three bedroom property. I told Homelet it was a house with individual tenants. I tenant referenced each and every tenant with Homelet. In September 2021 I was told my insurance had been reassessed, the property didn't meet the policy requirements and wouldn't be renewed. It was declined because it was a multi lease property, not one lease for the entire property. I explained that all the tenants had been referenced checked by Homelets own referencing department. I explained that Homelet insurance had been specifically told in writing in 2014 that there were more than one AST at the property. Homelets Landlords insurance had continued to take the premiums. By not renewing in September 2021 they were confirming it was in fact the incorrect policy since 2012. They offered to make an adjustment with the underwriters for an amended policy that may or not pay out in the event of a claim i.e an incomplete policy. I rejected their offer and asked for a refund of all missold premiums over 10years circa £6k. They failed to meet their own complaints deadlines three times. My complaint was escalated twice until Head of Complaints confirmed they would refuse to repay the missold premiums. There is no appeal process. No explanation for poor communication between their personal or their customers. No attempt at decent customer service. Homelet, was in my experience, an insurance company who do not communicate between their own tenant reference and landlord insurance departments. I would not buy their services or policies again.
Reviewed on: 5th May 2022
