Dear Sally,

My husband and I both caught Covid in February and tragically my husband died. While I was sorting out our finances afterwards I asked my husband’s insurer to cancel his motor policy and refund me the unused portion.

It asked me to write a letter confirming that I was the sole beneficiary of his estate, which I did.

Then it requested that I visit my nearest branch of the insurance broker AbbeyAutoline, which had arranged the policy, but no one there knew anything about it. I have been given the runaround for nine months.

MB, County Armagh

Sally says:

What a horrible time you have had and I am so sorry to hear about the sad loss of your husband. I was happy to take up your case, which was causing you additional stress that you simply did not need.

There was a bit of confusion at first because you thought the insurer involved was Axa but after a bit of investigation the company found out that it was actually another firm, Ageas.

On my behalf it helpfully made contact with AbbeyAutoline, which in turn got in touch with me to say it was able to resolve your complaint.

You were owed £60 on the cancelled policy but the broker sent you £120, including £60 to apologise for the inconvenience you had faced.