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What is the value of the claim?
You should write to the insurance company and make a complaint.
They will investigate the matter and report back to you.
If they do not uphold the complaint you can then go to the Financial Ombudsman.
They offer a free, independent service and can examine your complaint for free at:
That should resolve the matter for you.
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If it was included in the policy which referred to another document, then yes it can be.
Its like national rail terms of carriage. Your ticket refers to this. You are not given them for each journey
Does that clarify?
I am not saying there isnt an argument, but its incorporated into the contract.
Using the national rail example above.
Does that assist?
The principal is the same.
The document refers to other terms. Therefore its valid.