When we look into these kinds of complaints, we consider things like whether the terms and conditions have been applied fairly - and whether any relevant exclusions were made clear.
If something's gone wrong, we'll consider whether someone's lost out as a result - and what the business needs to do to put things right. This could mean dealing with a claim, or paying compensation.
There's more information about our approach to this type of insurance complaint in our regular newsletter, Ombudsman News.
And if you've got any other questions, get in touch.