What is the difference between a broker and an insurer if something goes wrong?

The insurer is responsible for paying valid claims under the policy, but the broker may be liable if they were negligent or gave incorrect advice about what was covered. If the exclusion is clearly set out in the policy, the insurer may be entitled to decline. However, a broker owes duties to exercise reasonable care and skill in advising you and in placing the right cover for your needs, and might be responsible if it failed to arrange the cover you asked for or misled you. Financial advice providers must also hold licences under the Financial Markets Conduct Act 2013, and insurers and brokers must be members of a dispute resolution scheme. Ask for the advice you received in writing, gather emails and the broker's file, and make a complaint to both.