Can my health insurer change the price of instalments after we've agreed a figure?

Q: I have been with my health insurer for several years. When my renewal was due, I contacted the insurer and negotiated a price I was happy with, so I agreed to renew. I pay by monthly instalments, and the first payment has already been taken. Shortly afterwards, the insurer called to say it had made a mistake and wanted to charge me an extra €150. Can it change the price after we agreed it?

A: An unexpected increase of €150 after a renewal price is agreed is understandably frustrating.

The first piece of advice is that price adjustments or policy changes should be detailed in a renewal letter before a policy recommences. An insurer cannot change the price of your premium once agreed, as contracts are renewed on a 12-month basis, as has occurred in your case.

Whether the additional charge is valid will depend on what was agreed and the new terms of your policy. Check your renewal notice, policy schedule and any emails or other documents confirming the negotiated premium. If these show that your policy was renewed at a lower price, ask the insurer for a written explanation of the €150 increase, why it is being applied, and the basis for adding the extra charge after a contract has been renewed.

It is also worth asking for a copy of the recording or transcript of your phone call where initial price was agreed, if one is available. This could help establish the price you were offered, whether you accepted it and whether the insurer confirmed that the renewal was complete.

Health insurers are regulated by the Central Bank of Ireland and must follow the Consumer Protection Code 2025. This requires regulated financial service providers to give consumers clear information, act fairly and deal with complaints properly.

If you are unhappy with the proposed increase, make a formal complaint to the insurer in writing. Set out what happened, include copies of the relevant documents and explain what outcome you want – for example, for the insurer to honour the agreed price. You can continue paying the agreed instalments while making it clear that you dispute the additional €150. Avoid cancelling your payments without speaking to the insurer, as this could affect your cover.

The insurer must investigate your complaint and give you a final response. If you remain unhappy after receiving it, you can take your complaint to the Financial Services and Pensions Ombudsman (FSPO). The FSPO is an independent, free service that examines unresolved complaints between consumers and financial service providers.