Part of the problem lies in the small print being rather difficult for a non-expert to understand. (In my case anyway) And also that it IS in small print. Would it help us I wonder if each item of the small details were explained carefully before the policy is purchased? I've tried this on the phone, but the 'advisor' invariably backpedals and has evidently been trained not to do this! Another approach would be for the customer to describe what they require, down to the last point, and a tailor-made policy could be put together for them. I do feel that if one is buying something, one at least has a right to know WHAT one is getting.