Private Health Insurance Decision Reference 2022-0109

• Case Outcome: Rejected
• Reference: 2022-0109
• Date: 29 March 2022
• Year: 2022
• Subject Matter: Private Health Insurance
• Finantial Sector: Insurance
• Conducts Complained Of: Delayed or inadequate communication,Miscellaneous

Decision Ref:

2022-0109

Sector:

Insurance

Product / Service:

Private Health Insurance

Conduct(s) complained of:

Delayed or inadequate communication

Miscellaneous

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

This complaint relates to the provision of information on the Provider’s website.

The Complainant’s Case

The Complainant submits that the Provider’s website does not provide clear or

unambiguous information. She states that the process of checking policy cover is overly

complicated “in order to deliberately confuse and mislead customers”.

The Complainant describes the process by which she can check her cover. A customer can

check their cover either with the code for their specific procedure, or through a search

function designed to check hospitals, GPs, and consultants. To access this latter option, she

says that the customer presses a button titled ‘Check hospital or consultant’.

The Complainant says that this wording is misleading, as she must, in fact, check that the

policy covers the hospital, the procedure, the date of the symptoms, and that the

consultant is participating.