Was this intentional? Lloyds TSB Insurance

togo

I had three policies with Lloyds TSB. (1) My rented out cottage, a LANDLORD policy. (2) My bricks and mortar on my home. (3) My home contents insurance. All due for renewal roughly together Dec/Jan.

I phoned to renew policy (1) and was quoted a fair price for it with extras e.g. spoilt curtains and carpets by tenant and damage to white goods cover including ceramic hob. I agreed and gave new card number over the phone. When the "policy" eventually arrived by post it read as promised over the phone (except that it stated I WAS THE SOLE OCCUPANT !!!). On the reverse of one page it had "the following special conditions apply to your policy..." And went on to negate all the extras I mentioned above. I was annoyed. I took it into my nearest Lloyds TSB branch and got the manager to ring someone to sort out whether I had been "miss sold" the policy. I was told the telephone call would have been recorded so they could check to see if it had been offered as I claimed. I got a letter yesterday saying,

"I have been unable to listen to the call immediately and have been advised that the documents that were sent would have included the appropriate landlord's conditions" (no mention about the mistake with me as sole resident not my tenant). It went on " I have cancelled the policy back to the inception date and will refund the premium you have paid. (as I had requested). It then cheekily added "This is as a gesture of goodwill and I apologise for any inconvenience this has caused you." So, no yes/no answer to my question, Was I miss sold the policy over the phone? This may have been a genuine mistake.

I had asked over the phone at an earlier date to renew (2) the existing bricks and mortar policy and (3) the content policy for my own home and to adjust the details to me as sole occupant since my husband had died. At the time I was not told it would incur a £22 rise. When I received the policy (2) by post I researched on the net and found I could save £40 going with another insurer for the same conditions - so I did.

Trying to cancel was a pain but interestingly enough the policy (3) arrived with a previously unmentioned clause, in the same way that policy (1) had added on the back of a page, "The following special conditions apply to your policy..." of which one line caught my attention, "Windows... accessible from the ground, adjoining roofs, porches or downpipes, require key operated locking devices including key operating multi-point locking systems." So. Am I to understand that nothing would be paid in the event of a theft if I had not had all that fitted? So what was I paying them for? I have cancelled everything to do with Lloyds TSB as I felt them sneaky.

I had over 50 sheets of A4 letters from them previously concerning the fact that my husband had died and specifically phoned on a number of occasions to refresh their memories that he had died, twice that actually generated a letter in reply " Dear Mr ....... thank you for updating us with your information". Not my favourite Insurers. Has anyone else had the feeling there is no communication amongst Lloyds TSB offices/phonelines?