Partially upheld: failure to disclose insurance policy limitations; poor complaint handling complaint against NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY

Decision detail

Summary

Mr and Mrs R complained that NatWest failed to make them aware of a single article limit on travel insurance included with their Select Platinum packaged account after Mrs R's gold ring (worth more than £300) was lost during an international flight and the insurer paid only £300. The ombudsman found that NatWest had provided clear information about the single article limit in a November 2023 notification letter containing the IPID and policy terms, showing a £300 single item limit within a £1,500 overall baggage limit. Although the account was sold in 2001, the ombudsman concluded Mr and Mrs R would not have acted differently given the time elapsed. The complaint was partially upheld only for poor customer service in handling the complaint, with £200 compensation ordered.

The Ombudsman's reasoning

The ombudsman found that although the account was sold over 20 years ago making it difficult to determine if the single article limit was disclosed, Mr and Mrs R would unlikely have acted differently given the time elapsed. Critically, NatWest provided clear information about the single article limit in the November 2023 notification letter through the IPID and policy terms, which showed a £1,500 overall baggage limit and £300 single item limit - well below the value of the ring. The ombudsman concluded NatWest had provided all important information for Mr and Mrs R to decide if the insurance met their needs. However, NatWest was found at fault for poor customer service in handling the complaint.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website