Why Communication and Support Matter When It Comes to Insurance Renewals
When it comes to insurance, many businesses assume that their insurer is always working in their best interests. Unfortunately, as our client recently experienced, that’s not always the case. What made all the difference wasn’t the insurer—it was having a proactive insurance broker fighting for them.
At Repose, we believe that clear communication, genuine engagement, and true support for our clients can mean the difference between unnecessary costs and fair outcomes.
The Case: A Dispute That Shouldn’t Have Been Theirs to Pay
Our client, a currency exchange company, faced a dispute when a tenant in the flat below their office tried to claim damages from them. The claim itself was unfounded,
Despite our intervention and the fault clearly laying with others, the insurer began creating obstacles—slow responses, refusal to provide renewal terms on time, and even attempting to sneak in an unfair policy endorsement that would leave the client with only 75% theft cover, even though they have an alarm and are on the 4th floor. What were the insurers expecting – Jason Bourne to go rogue and helicopter in? Or Tom Cruise wrecking the gaff after abseiling into the wrong address looking for secrets.but that was only the start of the challenge. See the testimonial about that here.
This wasn’t just frustrating—it was unacceptable.
When Insurers Create Problems Instead of Solving Them
Insurance regulations require providers to release renewal prices at least 30 days before expiry. Yet, many insurers fail to meet this standard. Complaints often fall into a black hole, dismissed by automated processes designed to deflect rather than resolve.
To make matters worse, our client’s insurer tried to justify a premium increase, blaming a supposed claim. But we knew no payments had been made—because we had managed the claim ourselves.
There was no valid reason for the insurer to increase the premium. We had already supported our client in proving that the damage was caused by the negligence of the landlord and the managing agent—not the client. Unfortunately, many managing agents have earned a poor reputation in this area, often delaying or avoiding essential repairs. In this case, the landlord ignored their responsibility and allowed the issue to escalate. From our experience, it’s a common tactic for landlords and managing agents to pass the blame, leaving leaseholders or tenants to pick up the costs. But clients should not be penalised with unfair insurance premiums when negligence clearly lies elsewhere.
Only after we escalated the case to a line manager did the insurer finally back down, admitting there was no justification for raising premiums.
Why Teamwork and Persistence Matter
This case highlights a bigger issue in the industry: a lack of training, accountability, and open communication within insurance companies. Post-COVID, many staff work remotely, often in different countries, yet instead of collaboration, silos and poor decisions prevail.
Meanwhile, clients like ours are left exposed—unless they have someone by their side to challenge unfair practices.
Because we took the time to communicate clearly, escalate issues, and refuse to accept lazy answers, our client avoided an unnecessary premium increase.
The Lesson for Insurance Buyers
Insurance premiums do sometimes rise—but only for valid reasons. If you haven’t been negligent, if you haven’t caused loss, and if you’ve managed risks responsibly, you shouldn’t be penalised.
Unfortunately, insurers don’t always play fair. That’s why having someone who will put themselves in your shoes is critical.
At Repose, we don’t just process renewals. We support our clients, challenge unfair treatment, and make sure insurers are held accountable.
Final Word: Don’t Pay for Someone Else’s Negligence
Our client should never have been asked to carry the cost of poor property management, landlord negligence, or insurer inefficiency. Thanks to our persistence, they didn’t. They were delighted that we were so vigilant.
If you’ve faced:
- Unjustified premium increases
- Unfair policy changes at renewal
- Slow or unhelpful insurers
…then it’s time to have someone in your corner.
👉 Contact us today to ensure you’re getting fair treatment and true support when it comes to your insurance.
