A Family Money reader from Dublin recently took out a life-with-serious-illness-cover insurance policy with Norwich Union. Before receiving the schedule the reader was given no information on what was covered, despite ringing and asking for a brochure. When the policy arrived, the insurance holder was dismayed to read a clause in the policy, dated May 28th, under "Your Right of Cancellation," which said: "If after reading this letter carefully and after examining your insurance certificate you feel that the benefits are not suitable for your particular needs, then you may cancel this Plan by sending a written instruction (signed and dated) directly to our Customer Services Department within a period of 15 days from the date of this letter."

The envelope containing the new policy was postmarked June 15th, a full 17 days after the policy was written. Our reader is concerned that she doesn't know what exactly is covered by her policy and that her statutory rights to a "cooling-off" period have been violated.

A Norwich Union spokeswoman says this is an unusual situation as the general delivery target is two or three days. "In the circumstances, we would take a flexible view, we would have to." The spokeswoman assured Family Money that if the person wishes to cancel the policy, he/she still has a right to do so considering the delay in the receipt of the policy document.