Schedule of Insurance Rights - Gadgets

perjubs

Hi,
I currently have three policies with Protect Your Bubble, I tried to download two of the Schedules of Insurance from their website yesterday and the page that it links to says it cant be found, so I thought it was just a website error and that they could email them to me so I asked them to. They told me that they are unable to email them to me or show them to me in anyway because I have three policies under the same contact details, of course I do, Im the same person living in the same place! Anyway, I argued it a little and said I found it odd that their systems would be so strangely configured that upon taking out a second policy I gave up my rights to view the schedule of any policy. They told me again that this was just how the systems were.

I'm no expert on insurance, but Im pretty confident that as this is a legally binding document I have a right to have a copy and that their systems are preventing me from getting one so they are in breach of the contract some how. Can anyone back this up or tell me otherwise with some credible source so that I can fight this with them?

The reason I am wanting these documents is because I am certain they have charged me more excess than I originally agreed to, the reason I chose them is because they were much cheaper than my previous insurance company and now the excess they are charging is more than twice what the original one was, I would never have moved if that was the case. I did manage to download them when I first signed up, but that was to the laptop I am now claiming on! Typical! But it does show that they were able to be viewed at some point.

Sandtree

https://www.fca.org.uk/firms/fair-treatment-customers

• Outcome 3: Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.

I am not convinced there is a "law" that says a contract has to be reproducible on demand, in most instances I would suspect that both parties are expected to keep their own copies safe however I do think that refusing to provide you with a duplicate copy of the schedule would be a breach of Outcome 3 of the FCA (one of the two insurance regulators) requirements for insurers to treat customers fairly.

The fact that they have an IT issue such that you cannot self serve online is fine, there is no obligation for them to have a website at all, but in the absence of a self service mechanism they should be able to provide you a copy of it in some way. 

I would suggest registering a complaint with them, if you are unhappy with their final response to the complaint (or 8 weeks pass and no final response is received) you can then escalate it to the Financial Ombudsman Service to adjudicate.