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  • FIRST POST
    • lutmans
    • By lutmans 12th Sep 17, 1:52 AM
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    lutmans
    Insurance claim rejected after complaint regarding miss-selling of PPI
    • #1
    • 12th Sep 17, 1:52 AM
    Insurance claim rejected after complaint regarding miss-selling of PPI 12th Sep 17 at 1:52 AM
    A few days after my partner was diagnosed with a critical illness, I naively submitted a PPI complaint form to MBNA, to check whether she had been miss sold several credit cards. I made no reference to any particular policy in the complaint.


    In response, MBNA cancelled an active PPI policy, without notice, "as part of our complaint handling process" and subsequently refused an illness claim on that policy.


    The MBNA PPI complaint process did not make clear that such a complaint would result in any active policy being cancelled.


    The PPI policy was cancelled after the illness was diagnosed, but before the GP issued the ‘fit note’.


    Where do we stand?
Page 1
    • zx81
    • By zx81 12th Sep 17, 5:45 AM
    • 14,041 Posts
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    zx81
    • #2
    • 12th Sep 17, 5:45 AM
    • #2
    • 12th Sep 17, 5:45 AM
    What exactly did your complaint say?

    Did you receive a refund on the premiums for the policy?
    • -taff
    • By -taff 12th Sep 17, 6:33 AM
    • 7,094 Posts
    • 5,087 Thanks
    -taff
    • #3
    • 12th Sep 17, 6:33 AM
    • #3
    • 12th Sep 17, 6:33 AM
    If you complain, they check all policies you hold, and if you complain, you're saying you didn't want or need them so of course they will cancel them.
    You don't stand anywhere I'm afraid.

    Unless you didn't have permission to complain on her behalf?
    • lutmans
    • By lutmans 12th Sep 17, 10:23 AM
    • 4 Posts
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    lutmans
    • #4
    • 12th Sep 17, 10:23 AM
    • #4
    • 12th Sep 17, 10:23 AM
    Thanks for your response. I complain about many things but don't necessarily want them to end!
    • dunstonh
    • By dunstonh 12th Sep 17, 10:28 AM
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    dunstonh
    • #5
    • 12th Sep 17, 10:28 AM
    • #5
    • 12th Sep 17, 10:28 AM
    A PPI complaint is requesting the PPI to be voided.

    I complain about many things but don't necessarily want them to end!
    What did you expect to happen with your complaint then?
    I am an Independent Financial Adviser (IFA). Comments are for discussion purposes only. They are not financial advice. Different people have different needs and what is right for one person may not be for another. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
    • Moneyineptitude
    • By Moneyineptitude 12th Sep 17, 11:18 AM
    • 18,702 Posts
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    Moneyineptitude
    • #6
    • 12th Sep 17, 11:18 AM
    • #6
    • 12th Sep 17, 11:18 AM
    A few days after my partner was diagnosed with a critical illness, I naively submitted a PPI complaint form to MBNA, to check whether she had been miss sold several credit cards. I made no reference to any particular policy in the complaint.]In response, MBNA cancelled an active PPI policy, without notice, "as part of our complaint handling process" and subsequently refused an illness claim on that policy.
    Originally posted by lutmans
    So you made a complaint that PPI was mis-sold to you and then attempted to actually claim on just such a PPI policy?

    I'm assuming, because you don't say, that the PPI was not just cancelled, but also refunded and redressed?
    If that's the case, you really should not have attempted to subsequently claim on the policy..
    • lutmans
    • By lutmans 12th Sep 17, 12:18 PM
    • 4 Posts
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    lutmans
    • #7
    • 12th Sep 17, 12:18 PM
    • #7
    • 12th Sep 17, 12:18 PM
    As detailed above, the ppi was not refunded
    • dunstonh
    • By dunstonh 12th Sep 17, 1:07 PM
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    dunstonh
    • #8
    • 12th Sep 17, 1:07 PM
    • #8
    • 12th Sep 17, 1:07 PM
    Bottom line is that by making a PPI mis-sale complaint, you are saying you didnt want the policy. So, cancellation or voiding the policy is the correct outcome from your complaint, even if the complaint was rejected.

    If you wanted the policy you wouldnt make a missale complaint.
    I am an Independent Financial Adviser (IFA). Comments are for discussion purposes only. They are not financial advice. Different people have different needs and what is right for one person may not be for another. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
    • StopIt
    • By StopIt 12th Sep 17, 1:19 PM
    • 1,371 Posts
    • 1,160 Thanks
    StopIt
    • #9
    • 12th Sep 17, 1:19 PM
    • #9
    • 12th Sep 17, 1:19 PM
    A few days after my partner was diagnosed with a critical illness, I naively submitted a PPI complaint form to MBNA, to check whether she had been miss sold several credit cards. I made no reference to any particular policy in the complaint.


    In response, MBNA cancelled an active PPI policy, without notice, "as part of our complaint handling process" and subsequently refused an illness claim on that policy.


    The MBNA PPI complaint process did not make clear that such a complaint would result in any active policy being cancelled.


    The PPI policy was cancelled after the illness was diagnosed, but before the GP issued the ‘fit note’.


    Where do we stand?
    Originally posted by lutmans

    I think you need to realise what you done here.


    You complained about a product being mis-sold. That means you didn't think it was a suitable product.


    Whether you were refunded or not is another issue but if your complaint was "We didn't want this PPI", then it'll be cancelled.


    It turns out you needed this PPI, and now it is gone. Do not complain about something you might actually need, especially if you don't even know if it was mis-sold, or if it'll actually be useful in future.
    • lutmans
    • By lutmans 12th Sep 17, 9:12 PM
    • 4 Posts
    • 0 Thanks
    lutmans
    Thank you for the critical responses.


    Sadly, I hadn't realised that a PPI policy would be cancelled if I made a complaint, as there was no reference to this practice on the MBNA website.


    My partner was diagnosed with the illness before the PPI policy was cancelled, therefore I shall complain to the FOS in due course.
    • Edi81
    • By Edi81 12th Sep 17, 10:04 PM
    • 312 Posts
    • 189 Thanks
    Edi81
    Sorry to hear about your partners illness but you can't have your cake and eat it.

    By making the complaint MBNA are doing the right thing by cancelling it straightaway. What if your partner hadn't been disgnoses? What if MBNA had said "you weren't mis-sold", what would you have done then? Kept paying for PPI.

    I really can't see the FOS Upholding your complaint but please let us know how you get on.
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