Not upheld: Travel / life insurance claim disputes complaint against Utility Warehouse Limited

Decision detail

Summary

Mr F complained that Utility Warehouse Limited mis-sold him an income protection policy that started in December 2013 alongside his energy account. The policy provided cover for utility payments in case of injury, illness or unemployment, plus personal accident and hospitalisation cover. Mr F made a claim which was declined, and he cancelled the policy in April 2025, then sought a refund of all premiums paid. The ombudsman found the complaint was not upheld because UW provided clear, fair and non-misleading information through initial notification, monthly bills, annual reviews, and online access to documents, giving Mr F sufficient information to make an informed decision about the policy.

The Ombudsman's reasoning

The ombudsman found that as a non-advised sale, UW was required to provide clear, fair and non-misleading information to enable Mr F to make an informed decision. UW provided comprehensive information including initial notification, monthly bills with premium details, annual reviews, and updates on changes. Mr F had multiple opportunities to review the policy and cancel it, and had access to policy documents online. The information provided was sufficiently clear and fair, and Mr F was able to make an informed choice about whether to take and continue the policy.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website