I do not understand the question.
I do not have access to the Policy if that is what you mean. My friend got someone to take it out for him online (he does not have a computer) and he cannot remember ever getting a copy of the Policy. This seems very negligent to me, the insurance company should have sent it to him.
yes I have made enquiries from his friend and I have got a copy of it now. The insurance company was "goodtogo" and you can access the policy on their website. It was taken out in January 2014. It is 28 pages long so I have not read it all but you might be able to go to the relevant part.
the claim is being dealt with by a company called Intana who seem to be a claims settling company (so far as I can see an avoiding paying company)
should the complaint go to Intana or goodtogo?