Policy cancelled without being informed.

Good Day

I took out a home insurance policy with Outsurance around May/June 2024. However, due to delays in the registration process, I had to postpone the cover start date multiple times. At one point, I received a refund of my premium, and we later opted to defer to a new cover start date.

On December 12, 2024, I called to reschedule the cover start date from January 1, 2025, to March 1, 2025. During this call, an agent also provided a non-binding quotation for my vehicle insurance. As the quote was too expensive, I did not proceed with the policy. However, I am unsure whether, in the process of cancelling the vehicle quote, my home insurance policy was also mistakenly cancelled. My understanding was that any issue would be resolved, and the policy would be reinstated. The call recording should clarify this.

I was shocked to learn, when I called on March 20, 2025, to request proof of cover for a session with my attorneys, that the policy had been cancelled by Outsurance due to a prior claim. When I spoke with Lena on March 24, 2025, she was very helpful and informed me that the cancellation was due to a prior policy cancellation by 1st for Women. It appears this information only came to light during an investigation, yet I had already disclosed the 2019 incident at the time of my application.

I am now in a difficult position as my attorneys are awaiting proof of cover. I would like my policy to be reinstated as soon as possible. Please let me know how we can resolve this matter urgently.

Looking forward to your response.