The National Financial Ombud Scheme rules in favour of a consumer after an insurer attempts to reduce the consumer’s annual benefit increases by about 10%. The ombud finds that the consumer is entitled to the contractually stated 10% annual increases and that the insurer’s attempt to cut those increases is not justified. The ruling also emphasizes the role of clear, enforceable insurance contract terms, particularly where benefit adjustment rights are set out. While the insurer seeks to change the benefit increases, the ombud process focuses on what the agreement provides and whether the insurer’s interpretation is consistent with the contract. The decision underscores that consumers can challenge benefit changes through the ombud system when they believe an insurer is acting contrary to the terms of their policy. Overall, the outcome restores the consumer’s expected 10% annual benefit increase and serves as a reminder to insurers to apply policy terms as written.