Insure With Ease - refusing to give us Schedule of Cover prior to buying!

Emanef

[FONT=&quot]Hi all, I'm after advice.

We're looking to take out a years travel insurance for a couple with Travel with Ease. On the website they have a wording of policy and key facts document, but both refer to a 'schedule of cover'. The schedule of cover is not available on their website, just a 'summary of benefits'.

We have had problems with travel insurance before, so we've emailed Travel With Ease to ask for the schedule of cover. Their first reply was that "a schedule of cover is generated upon purchase". We replied stating that we wanted to know what it contains before we take out a policy because the website does not include all the details and the docs on there refer to this 'schedule of cover' - reasonable enough, we believe.

They replied saying that a schedule of cover is something issued to those insured which displays the name of those insured and personal details, and that the details we were requesting was on the website.

We replied saying, thanks, but the information is not on there, such as what is the maximum value of personal possessions, what is the maximum single item value that can be claimed on personal belongings and what is the total cost of valuables claimable and the maximum per item, as none of those are mentioned.

The reply we received was "that depends on the level of cover the quote you have generated is."

We replied saying we're looking for info on the gold and platinum.

They replied with;
"Platinum Cover: Up to £2500, single article / valuable limit: £500
Gold Cover: Up to £2000, single article / valuable limit: £250

We hope this helps."


We replied (yet again) to say thank you, but that still does not clarify all the details, and we cannot see any reason why we cannot be told what the cover we'll be taking out will include as, for example, we could not establish if an Ipad2 (£480) would be covered and, if so, would that max out the valuables limit.



The final reply we've had is "as disclosed earlier, entering your requirement on the Insure With Ease website will present you with the cover options, the Ipad2 would be covered subject to £35 excess and that we cannot send you anything other than what you have already read, and the schedule of benefits is displayed on the website."


No, are we expecting too much to be able to see the document that the insurance policy repeatedly refers to before we take out insurance with them?! Is that normal for insurance companies to be so evasive in providing the legal docs that make up part of the agreements?! I have emailed back giving one more chance before I write to the financial ombudsman, but I thought it worth posting on here for advice as well.



I'm gobsmacked that an insurance company not only fails to include the important documentation on its website (especially when their terms are always so complex and tightly written up) for all its prospective customers to see, but then refuses to provide them when asked!


Am I right to complain to the FSA? I strongly believe they should include all the documents freely on their website, and in a place they can easily be found.

Thanks for reading[/FONT]

rs65

A schedule usually contains the details personal to you and wouldn't be produced until a policy is taken out. I think they are right.

If you don't like their approach, just use another insurer.

Emanef

But then how do we know what the cover's small print includes/excludes?

The problem we have is that the documents on the web site keep stating as in the schedule of cover. I can't see how anyone can be expected to presume what they are and all the documents relating to the policy should be available.

In the past I have requested it and been given it, and I can't see why Insure With Ease are being cloak and dagger about it.

rs65

The small print is in the policy. The schedule will show the limits relative to the level of cover you have chosen plus your name, address, period of cover, geographic limits etc.

Can you give an example of what concerns you when you say "documents on the web site keep stating as in the schedule of cover".

dunstonh

But then how do we know what the cover's small print includes/excludes?

You are mixing up schedule with policy document.

A schedule of cover is personalised with the options you chose and any exclusions that apply . You want a policy document.

Emanef

OK, so as an example, on the quotation page it says £1500 limit for personal possession. A little question mark help thing then says
"Provides cover for the accidental loss, damage or theft of your baggage and personal effects, up to the amount specified. Terms and conditions apply - see the policy wording."



On the key facts doc it says (under E & F for personal possession & money) that the policy has an inner limit for each single item and has a limit for valuables as defined overall. It then says “your attention is drawn to the following important features of your policy;
Schedule of cover per insured person – E & F
Sections E – personal possessions, what is covered
Sections E – personal possessions, what is not covered

On the policy wording doc it says;
Personal possessions - baggage, clothing, personal effects including VALUABLES and gifts purchased outside the UK, subject to the limits and Exclusions details under section E.

Under section E it the relevant parts are then;
What is covered-
We will indemnify you for ;
The lost of, theft or damage to personal belongs belonging to you up to the amount stated in the Schedule
For loss or theft or damage to sports equipment belonging to you up to the amount stated in the Schedule.
What is not covered – Specific Exclusions Applying to section E
What is not covered;
5 – prescription glasses or sunglasses are limited to the amount shown in the Schedule of Cover.

And that’s pretty much it. There’s clearly limits within the ‘total limits’, and they confirmed one in their email, but I don’t think it’s unreasonable to be able to see exactly what all the limits are before someone takes out a policy.... do you not agree?!

dunstonh

And that’s pretty much it. There’s clearly limits within the ‘total limits’, and they confirmed one in their email, but I don’t think it’s unreasonable to be able to see exactly what all the limits are before someone takes out a policy.... do you not agree?!

Those limits are given as part of quote process. Depending on the options your choose and any option levels of cover you select.

Emanef

They only have gold silver and platinum. The platinum valuables limit is £500, £250 for the gold, but there's nothing on that site that says that. I only know the £500 limit because that's the one thing they confirmed in the email. That's the small print I'm looking for. I've been through the quote process. You don't get any of that info up to the point of putting your credit card through.

dunstonh

Have you actually requested a quote and looked at the information the quote generates?

Emanef

Yes I have. It says familiarise yourself with the policy documents then asks for your credit card.

https://www.insurewithease.com/public/quote/0

Emanef

Well after mentioning writing to the FSA they were able to provide me with details of all the details of the cover for all three policies, despite saying they were unable to before. There's absolutely no reason why this information should not be easily available on their website.