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Key Features of Policy Dispute

Hello

Has anyone any experience with complaints regarding disputing details of a policy not listed in the key features section of the insurance letter.

My watch was stolen on holiday which cost more than the maximum £300 single article limit paid out by my insurer. The single article limit was not listed in the key features section.

Since lodging my complaint and appeal with the Financial Ombudsman Service my insurer has now listed this single article limit in their key features page of this years new travel insurance correspondence.

I understand I should have read the small print, but does the insurer have a responsibility to highlight these key features to their customers?

Any help or advice will be greatly appreciated with thanks.

j

Comments

  • rs65
    rs65 Posts: 5,682 Forumite
    Ninth Anniversary 1,000 Posts Name Dropper Combo Breaker
    John2015 wrote: »
    Has anyone any experience with complaints regarding disputing details of a policy not listed in the key features section of the insurance letter.

    .........

    I understand I should have read the small print, but does the insurer have a responsibility to highlight these key features to their customers?

    What do you mean by 'the insurance letter'?

    If you are meaning renewal of an annual policy, I would expect it to highlight changes effective from renewal.
  • dunstonh
    dunstonh Posts: 117,929 Forumite
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    edited 16 September 2015 at 9:19AM
    Key features is for showing key details. Not all details. The policy document covers all. Otherwise it would stop being called key details document and instead be called an all details document.

    Complaints often driver amendments to documentation. However, it is not an admission of liability. Plus, you can never really guess an outcome from the FOS as they can be a little erratic at times.
    I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
  • If you have the Key Features you were provided when you bought the policy, send a copy to FOS.
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