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David Pallett

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Review of the Lancaster Insurance, Car Insurance:

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Changing the Goal Posts after payment and in the event of a claim

I have a dispute with Lancaster Insurance Services over a windscreen replacement on an insured vehicle It is based on a windscreen replacement My point of dispute are based on a) the proposal documents having no limitation on windscreen cover b) the telephone agent assuring me specifically that it is fully covered c) after a dispute I checked the next years renewal documents which I already had AND made a call to enquire about renewal and windscreen cover and was told again it was fully covered and the proposal documents show no limitations So a limit hidden away and not highlighted as being different to the proposal overrides the original proposal, a telephone agents answer and even a second telephone agents answer regarding a renewal on this specific point AFTER an initial claim has been refused make no difference with a second set of renewal documents that also show no limitations The policy was taken out on 8-Jul-2020 When taken out I specifically asked the telephone agent about windscreen replacement and repair and was told it was fully covered. My liability would be £75 which was a glass excess. Upon a claim made on 1-Jul-21 I am told there is a limit of £500 for windscreen replacement. The vehicle is a period Bentley Arnage so obviously its not fully covered The proposal show no limit and that is what my premium is paid against. The subsequently returned documents do have a limit specified (AFTER PAYMENT) though I had to be shown where this is in one of the 10 multi-page attachments Upon my disputing this on the grounds of the verbal comment by the operator above and no visible signs in the proposal a call audit was made and 'no reference to windscreen was made in this call' was the primary response On 8-Jul-21 @ 1410 I had made a call to enquire about renewing the policy and I queried the windscreen screen and was told my liability would £80 and it was fully covered. When I queried that a Bentley screen is liable to be a high cost I was told 'they know what type of car it is and its fully covered'. Note that the proposal documents for this renewal also do not show any limit on windscreen cover. It should be noted that in that section it does specifically limit things like hifi equipment cover but windscreen is repair and replacement with no limitations specified. On 9-Jul-21 I requested a second review and call audit due to the call on the 8-Jul-21 and on 21-Jul-21 I have been told 'No errors have been made and the matter is closed'. So I guess now its media and Financial Ombudsman Reviewed on: 21st July 2021

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