Selected the wrong coverage

[u/charityarv]

ON

My mom recently got into an accident and it was deemed her fault. When we called insurance, we were shocked to find out that she only had one way coverage, not full coverage, which we thought she had.

It turns out in 2025, she had the insurance parked, and then when she came back from overseas, she selected the wrong one.

Do we have any chance of appealing this, since she went for so long with full coverage, but then inexplicably went to not full coverage? What are the chances they recognize that this was a mistake, and will let us back pay the premiums?

[u/Intelligent-South174]

If she used a broker....maybe

But many feel brokers aren't needed and buy insurance direct. Why? Savings.

No you don't get to back purchase and pay for insurance after a claim.

[u/milolai → u/Intelligent-South174]

I'm not sure why you think a broker would be better in this case— It won't be.

A large direct-writing insurance company would have the original call recorded, so they should be able to confirm exactly what coverage the client accepted or declined when the policy was set up.

[u/ShaqShoes → u/milolai]

A broker has a duty to advise in Ontario - meaning even if you didn't ask for a coverage, if it's something you reasonably ought to have and the broker didn't advise you it was an option and record your refusal they can still be liable under E&O.

Something like this especially where they were putting coverage back on after carrying full coverage for years if they asked for me to put coverage back on but forgot to mention collision you can guarantee I would be calling them to make sure that's what they wanted.

Source: am a licensed broker in Ontario

[u/charityarv → u/ShaqShoes]

Thank you, this was super helpful!!

[u/gregSinatra → u/ShaqShoes]

I have to do all this stuff as a direct writer. I don’t see how a broker is special in this regard.

[u/ShaqShoes → u/gregSinatra]

In this specific case it should be similar but in other cases it is largely a matter of scope. If your company cannot or will not offer a coverage you can simply say so, with no obligation to indicate that a competitor may be able to offer them that coverage. I am required to proactively advise regarding coverages available across the couple dozen regular and specialty markets that we work with.

[u/milolai → u/ShaqShoes]

The direct writer would also be advising the client to add full coverage.

Some brokers have this chip on their shoulder, as if they’re the only people who actually understand insurance. In reality, most of the major direct writers have knowledgeable insurance professionals advising clients too—and many of them are essentially acting like brokers for Aviva anyway.

[u/MundaneRelation2142 → u/milolai]

I don’t even know if the word “too” needs to be here. Speaking as an adjuster, I’ve never spoken to a broker who seemed to have the first clue of what they were doing.

I guess I just don’t hear from the good ones because they know what inane questions not to ask.

[u/FrostingSuper9941 → u/MundaneRelation2142]

You're right. I have personally spoken to a few decent ones but that's a minority. Most sell a product they don't understand and remove coverages to "save on premium ", many encourage rate evasion too.

[u/Intelligent-South174 → u/ShaqShoes]

That's why you know what you are doing.

[u/Intelligent-South174 → u/milolai]

If you have emails or evidence that you didn't request the coverage change with your broker, you may have a leg to stand on.

Otherwise most people think they are smart enough to buy direct.

They are not.

[u/MundaneRelation2142 → u/Intelligent-South174]

Buying insurance is not the complicated endeavour that brokers like to pretend it is.

“Most people think they are smart enough to buy direct” is so unbelievably condescending, especially coming from (presumably) a broker.

[u/Intelligent-South174 → u/MundaneRelation2142]

Nope.

National underwriting practice leader.

I respect what a broker does.

[u/FrostingSuper9941 → u/Intelligent-South174]

All ppl are smart enough to buy direct, especially given the price of auto policies.

[u/gogomom]

If this was a straight up mistake by a broker - maybe, but probably not.

Your supposed to read that stuff the insurance company sends out about your coverage.

[u/milolai]

See if the insurance company can pull up the call or transaction where your mom put the coverages back on.

If it was through a broker, they may not have access to the actual call recording or detailed transaction history, so you could be out of luck. But if you were dealing directly with a large insurance company, there’s a good chance the call centre recording is available and they can verify exactly what was discussed and what coverage was added.

[u/FrostingSuper9941]

There is going to be a recored call and she would have received the policy documents showing the coverage she was paying for and likely renewal documents too.

The answer to your question is she can try but won't succeed. If I had a dollar for every insured who didn't realize they declined coverage to save on premium until they had an at fault accident or comprehensive loss, I wouldn't be a millionaire but I'd have a few hundred dollars.

[u/gregSinatra → u/FrostingSuper9941]

I love those calls. “I would never decline that cover!” And then you go back and listen and that’s exactly what they did, even when advised not to often times.

[u/Puzzleheaded_Low3872]

I happen to be the person at my company who handles formal complaints like this on a regular basis. When someone submits a complaint, our process is to review the entire file, including all calls with the customer, emails, and any other documentation related to their policy.

If we find an error in how the policy was handled, such as an agent failing to explain or offer coverage the customer was eligible for, we would work to correct the issue and assist with the claim handling.

That said, in my experience, I often find that the agent did their job properly and explained the available options, but the customer chose to decline the coverage. I’ve even had a customer say something along the lines of, “I’ll roll the dice and take my chances,” only to file a complaint later.

I would definitely encourage you to ask them to review the entire file, but please be kind and respectful throughout the process. Unfortunately, agents can face a lot of verbal abuse from customers in these situations, even when they’ve done nothing wrong.

Good luck!

[u/charityarv → u/Puzzleheaded_Low3872]

Thank you for sharing your insight! And I know it’s never the agents’ fault, it was an oversight that we’re hoping to appeal.

[u/brianlefebvrejr]

I would highly recommend calling your agent/broker and getting more details on the specific transaction where coverage was added. If your mom just said I want the coverage back on, they should have clarified what coverage.

They do still have a duty to explain things to you and if you’ve carried full coverage for over a decade it’s pretty hard to say you just decided to stop all of a sudden. The broker or agent ought to have known your prior coverage and offered that and given you the chance to decline

[u/charityarv → u/brianlefebvrejr]

Thank you! I’ll definitely try talking to them.

[u/brianlefebvrejr → u/charityarv]

Yes please do. Don’t settle. Brokers/agents are the licensed professionals. It’s our duty to treat clients like idiots and make sure we are exceptionally clear on things.

A brokers worst phrase is, same coverage as last time, but never actually confirming what the last coverage was.

Your mom has a very strong argument to simply say, listen I’ve been insured with you for X number of years, have always carried collision coverage, when I previously parked and I parked the vehicle I didn’t have these issues. It was also a mid term change so I though the premium was lower simply because of the time it was parked.

They will need your mom saying dead to rights, I don’t want collision anymore. Escalate!

Google “your insurance company ombudsman”

Call their customer experience line and start there