Not upheld: Home insurance claim disputes complaint against National Farmers Union Mutual Insurance Society Limited

Decision detail

Summary

Mr and Mrs L claimed on their travel insurance policy for cancellation and received £10,000 (£5,000 per person), which was the maximum under the policy terms. They complained they were unaware of the per-person limit and claimed an adviser had reassured them they were fully covered. NFU's policy documents, including letters sent in 2022-2023 and the policy schedule, clearly stated the £5,000 per person limit. The ombudsman found the policy terms were clear and unambiguous, NFU had communicated the limit multiple times, and Mr L had not disclosed the trip cost to the adviser. The complaint was not upheld as it was Mr and Mrs L's responsibility to check the policy limits.

The Ombudsman's reasoning

The ombudsman found that the policy terms were clear and unambiguous in stating the £5,000 per person cancellation limit. NFU had communicated this limit to Mr L multiple times in writing. Although Mr L called to ask about cover, he did not disclose the trip cost, so the adviser could not have been expected to advise differently. The sale was non-advised, and the information provided was clear, fair and not misleading. The ombudsman concluded it was Mr and Mrs L's responsibility to check the policy limits.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website