Home and Contents Insurance Refusing Payout After Theft

DullGreyGuy

[Deleted User] said:

It's definitely worth raising a complaint and if that doesn't work going to the FOS. Costs you nothing.

As Aretnap says, it should have been highlighted. It's the "red hand rule", as in if it's that important it should be highlighted by a red hand pointing to it. From back in the days before they could easily do big fonts and bold text.

They should include a summary of all significant changes with the renewal, unless it's a big rewrite year, its normally a one or two pager flyer/PDF. 

There is inevitably always going to be a question on what is "significant" given that this is a doc sent to all renewing customers and not personalised. It's intentionally not supposed to be all changes as there are often a large number of minor tweaks to improve language. Would starting to exclude e-bikes be significant to their average policyholder? The longer ago the change was made I'd suggest the less significant it was.

dunstonh

It looks like the change happened around 2012.   So, please be wary of relying on modern guidelines and expectations.   Paymentshield typically use the flyer sheet and refers to that in the cover letter telling people to read the flyer about changes.