Misinformed directly by the insurer the value of my cover

jamessaunders1305

Hi all - i took out a policy from PostOffice in Dec 2016 for the Premium lifetime cover and like many people put in the direct debit details, stored the confirmation email and put the policy documents in the drawer when they arrived through the post. Having not had a dog before when i noticed him limping for a new days popped down the vets and he was subsequently booked in for x-ray and they said he may had elbow dyspraxia and referred him to a specialist.

I called PostOffice to check my policy and was informed it was "£6000 per claim per year with an £80 excess" so proceeded to confirm the appointment for 3-wks time. I thought id put a call in to the PostOffice today to check as it was going to be a 4-weeks from vets to specialist and then i was told my policy is only for "£1000 per claim per year with an £80 excess". I've now checked the paperwork and this is correct and the initial x-rays have totalled £900 so I am very stuck as the surgery is likely to be in the region of £5000.

Has anyone had this sort of thing before? I've been misadvised directly (and PostOffice have investigated the recorded call and seen i was misinformed) but now wont honour what they advisded me on the call? Any advice on what my options are here? Thanks all.
Quick Reply Thanks 0

dunstonh

The key things are

1 - what your policy documents say
2 - what your statement of demands and needs says (if you bought via an individual and not via a leaflet)

If an error on conversation took place after you took it, it would be unfortunate and maybe a small goodwill gesture of £50-£100 may be given (if a recording of the call exists). However, you would not get the cover of £6,000 as you have never had cover of £6000.

FutureGirl

The limits will be what is stated in your policy documents. The fact you didn't read them doesn't mean you don't have to adhere to those limits unfortunately.

As above you may get a good will gesture, but the onus is on you to read your policy documents to ensure the product is right for you.