Consumer rights explained: How do I know an insurer is genuine if they call me and ask for my address and date of birth?

Q: It’s almost time for me to renew my house insurance. The quote I received from an existing provider was 10pc higher than the premium I paid last year, so I set about getting quotes from other providers. I filled in my personal and contact details on one provider’s website, which then informed me that an agent would call me directly. About a day later, I received a call from an unknown number from someone who said they worked with that insurance company. However, he said I would have to provide my home address, date of birth and phone number before he could provide me with a quote.

With scams so rife, I’ve often heard that you should never provide personal details to a stranger who calls you. I politely told the agent that as he had called me, I couldn’t give me the personal information he was seeking. He said he couldn’t give me a quote without me confirming those details, got a little hot-tempered, and hung up on me.

I regularly get calls from scammers pretending to be from my bank. Was the insurance company within its rights to request personal details I’d already provided them with to an unknown caller before providing me with a quote?

Alison, Carlow

Your caution was completely understandable, Alison. These days, consumers are constantly warned not to give personal information to unexpected callers, especially as scammers can make calls appear to come from legitimate numbers.

Because you had requested a quote online, it’s quite possible the insurance company was simply trying to confirm your identity before discussing your application. Asking for details such as your address or date of birth is a fairly standard part of the process. However, a genuine bank or insurance company should never ask for one-time passcodes, PINs, online banking passwords or security codes over the phone.

It’s important to remember that security works both ways. While companies may need to confirm who you are, you are equally entitled to check who is calling before sharing any personal information.

If you are ever unsure, the safest thing to do is end the call and contact the company yourself using their official phone number listed on their website. That way, you know exactly who you are speaking to. While the reaction you received from the caller was poor customer service, it does not necessarily mean the call was fraudulent. As a general rule, trust your instincts. Scammers often try to create panic or pressure you into acting quickly. If someone tells you that you must act immediately to secure an offer or avoid a problem, treat it as a warning sign. A legitimate company should give you time to think, ask questions and call back if needed.

It’s good to hear that you are shopping around for home insurance. Switching provider can save you money or get you better quality cover. This is a good opportunity to revisit the details of your policy while you’re at it. With rebuilding costs rising in recent years, some homeowners have found themselves underinsured. The Society of Chartered Surveyors have a rebuild calculator on their website so you can check how much it would cost to rebuild your house if the worst happened. 

If you decide to switch before your renewal, make sure your new policy is fully active before cancelling your old one so you are not left uninsured. It’s also important to cancel your old policy in writing, stop any direct debit payments if needed, and complete all paperwork with your new insurer. Most insurance policies also come with a 14-day cooling-off period, giving you time to change your mind if needed. Taking these steps can help make sure there are no gaps in your cover. You can find more information on insurance and switching providers on ccpc.ie.