Outsurance is really not what they used to be

I just spoke to a claims agent at outsurance by the name Michelle Oliphant. She tells me their policy changed two years ago, but the updated documents sent to me from Outsurace less than a week ago shows their policy is the same. It's frustrating that at sign up stage we are told everything we want to hear but at claims stage they tell you the documents sent to you are incorrect. Please tell me who is to blame for the incorrect information.