Not upheld: Travel / life insurance claim disputes complaint against WDP Insurance Limited

Decision detail

Summary

Mrs E claimed under her mobile phone insurance policy after accidentally damaging her phone screen. WDP requested payment of an excess and return of the phone for repair, and subsequently charged a non-return fee when Mrs E failed to send the phone. Mrs E complained that she was unaware of these fees and that WDP should refund her premiums because she was still paying for a phone she was no longer using. The ombudsman found that the excess and non-return fee were clearly stated in the policy terms and conditions, that WDP responded fairly to the claim, and that Mrs E had the option to cancel the policy. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that WDP handled the claim in accordance with the policy terms and conditions. The policy clearly stated both the excess payable upon claim and the non-return fee for failure to return the phone. WDP provided the relevant policy wording to Mrs E and directed her to customer services for assistance with data removal. The ombudsman concluded that WDP responded fairly and that Mrs E had the option to cancel the policy if she wished.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website