Not upheld: Unknown / needs review complaint against Ripe Insurance Services Limited

Decision detail

Summary

Mr W purchased a Golf Care insurance policy online in August 2022 and renewed it in 2023. In October 2023, his golf equipment was stolen while left unattended in front of a shop, and his claim was declined due to an unattended equipment exclusion in the policy. Mr W complained that he had been misold the policy as the cover was substantially different from what was promoted. The ombudsman found that the exclusion was clearly worded in plain English in both the insurance booklet and IPID, and that Mr W had confirmed he read these documents at purchase and renewal. Therefore, the complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that the unattended equipment exclusion was clearly worded in plain English, not legalistic or overly complicated, and appeared in both the insurance booklet and IPID. Mr W was required to confirm he had read these documents at purchase and renewal. The ombudsman concluded that while it may be etiquette to leave golf bags in front of shops, this practice is not covered by the policy, and Mr W would have been aware of this having accepted the terms. Therefore, Mr W was not misled about the cover provided.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website