Kamil complained to us about the sale of his personal accident policy. He says he didn’t need the policy because he was already covered by his employer in the event of death, sickness or disability.

What happened

Kamil complained to us about the sale of his personal accident policy. He says he didn’t need the policy because he was already covered by his employer in the event of death, sickness or disability.

The business said Kamil was sold the policy over the phone and he must have completed and returned a direct debit form to pay the premiums. It said this form would have included the policy document and other information. The business also confirmed that the policy would have covered him even if he had cover through his employer.

How we helped

Because of how much time had passed, there wasn’t a copy of the sales call. So we looked at the rest of the evidence to try to work out what happened.

Kamil also remembered completing the paperwork so it wasn’t in dispute that he knew about the sale. We focused on Kamil’s comments about his existing cover with his employer.

Kamil said if he’d been given full information about the policy, he never would have taken it out because of his existing cover. But Kamil didn’t provide any evidence of his existing cover. And, the existing cover wouldn’t necessarily mean a policy was unsuitable. He may have simply chosen to have additional cover.

The business was able to provide copies of the policy document which clearly set out the key terms and exclusions. It was also able to provide evidence that these were sent to Kamil.

We felt that the business had provided enough evidence to show the policy was sold correctly. And because Kamil wasn’t able to provide any evidence of his existing cover, we didn’t have enough evidence to suggest the policy was unsuitable for him.

Our decision

We explained to Kamil why we didn’t feel the policy had been mis-sold, so we didn’t have any basis to ask the business to refund his premiums.