My partner had insurance with them for his old car. During that time, he never made any claims nor was he at fault for any accidents. In 2016 my partner phoned them to inform them that he was trading in his old car for a new one, and he wanted to discuss quotes. In that conversation, he made it clear that he did not want cover for the old car. Why insure a vehicle you no longer own? He told them that he would phone them back if he wanted to insure the new car with them. Later on, he decided to insure the new car with a different organisation. Fast forward a year later. My partner received a letter from them about his 'current' insurance on the car that he had traded in. He'd paid insurance for a year for the old car that he no longer owned. He promptly phoned them to receive compensation, and they said it would be dealt with as soon as they had forwarded the matter to their accounting department. Nothing was done. After having phoned them 4-5 times, they finally told him that they would not be giving him his money back as he did not explicitly say that he wanted to cancel the policy on the car that he traded in. He asked to hear a recording of the call that he made in 2016. After hearing this recording, he has decided to call the ombudsman for advice, as he personally feels that his intention to cancel the policy was made clear by the fact that 1: He was trading in the car and 2: He declined the offer to continue the cover on the car. Ultimately, it simply isn't fair to pay insurance for a car that you have sold/traded in. We are now left with two options: Make a formal complaint or go to the smalls claims court if all else fails. My best advice: Do not take insurance with them. It is clearly evident that they do not care about their customers. All they care about is money, and they will go through whatever tiny loopholes they can to avoid giving you a single penny.