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@Hendrik
Not just insurance people but anything financial, I would say. The 'fun' one that I had some years back was being chased for a defaulted loan by someone else entirely who just happened to share my initial and surname! Different actual name, different address, different everything. Didn't stop them sending threatening letters about bailifs, courts etc. No amount of explaining/complaining over the phone got anywhere - they would always agree and apologise on the phone but then send another threatening letter. It was only when I started writing threatening letters of my own including details of said telephone conversations that they eventually backed down and buggered off.
The thing is, M&S were the complete opposite. When I had my bike stolen, they were practically bending over backwards to give me as much money as they could! It was astonishing. I don't know why they would refuse you but if it is anything you can chase them about or change then it would be worth it. As insurers go, they are awesome.