Unauthorized Excess Added to Policy Without Consent – Holistic Risk Services

I recently identified a serious issue with my policy administered by Holistic Risk Services.

While updating my policy after adding a new vehicle and removing a traded-in vehicle, I discovered that an additional excess—calculated as a percentage of the total claim—had been added to my policy without my knowledge or consent.

This was never communicated to me, and I did not sign or agree to any such change.

What is particularly concerning is that when I raised this with my assigned broker, they also confirmed that they were not aware of this additional excess being app****.

At no stage was I:

Notified of any changes to my excess structure

Provided with updated policy documents for approval

Asked to consent to any amendments

This is a material change to the policy and could have had serious financial implications had I needed to claim.

I have requested:

A full explanation of how and when this excess was introduced

Proof of my consent or any signed documentation

Immediate correction of my policy to reflect the original agreed terms

To date, no satisfactory explanation has been provided.

This raises serious concerns about transparency and governance in how policies are managed.

If this matter is not resolved urgently, I will escalate it to the Ombudsman for Short-Term Insurance for further investigation.

I expect this issue to be addressed with urgency and full transparency.