GRE can't get my name right! What can I do ?

mab

I'm so frustrated! On my divorce, I had the joint edowment with GRE assigned totally for my benefit. On communication with them later, I discovered that they had mislaid 'this' document. I sent them a copy of the deed that THEY had signed as acknowledgement and they paid me £50 compensation for their error.

On my remairrage in 1999, I sent them a copy of my marriage certificate and asked them to update my records.
Since then, they have sent me numerous mailings addressed to my former name. On contacting them, they have apologised and sent a new letter. The last time they did this, they sent the new letter addressed to my ex-husband! Then, on my complaint again, they apologised and said they definitely had my details with the correct name.

This morning, I had the letter from them confirming that I did not want to increase my endowment payments. (I will never do anything more with this company). Would you believe that it was addressed to my former marital name and also asked for my marriage certificate so that they could update their records? I felt furious!

Can I do anything more about this incompetence?

My case against their misselling of this endowment still rests with the Ombudsman and I have outlined their incompetence as one of my points against them. This one is out of time but I's still pursuing it. Can they be made to compensate me for all the time and concern that they can't get my name right?

Please advise me and thanks.

gentlepurr

hi mab,

heaven alone knows what trauma a next of kin would have had to have endured trying to sort this out if anything (God forbid) had happened to you. on this basis, i would take this up as a seperate formal complaint with the insurance ombudsman.

as an aside, i do know that gre was taken over by AXA some years ago, but don't know whether this was just general insurances, or whether it included life assurrance as weel?

good luck!

xx

Paul_Varjak

Help the Aged keep sending communications to my dead mother - offering her a funeral plan - even though I have written and phoned them on numerous occasions - even sending them a copy of the death certificate!

defender_of_the_weak

MAB you said the other one is out of time are you sure about this, have you raised a formal complaint? What is the name of this other policy as this could have a bearing as well.

mab

Sorry if I did not explain properly. It's the same policy I am talking about. It's a Homebuilder endowment with Guardian Royal Assurance.

Thanks for the advice so far. I may well take this up as a case on its own with the Ombudsman, especially after their last letter.

defender_of_the_weak

If it is with the ombudsman, you should also know that somewhere in the homebuilder
paperwork it says 'guaranteed to pay your mortgage if you live or if you die'. Thank my friend at the Financial Compensation Scheme for the info, hope it helps

mab

Thank you for this Defender of the Weak. I have checked my policy and it says' Provided you pay the premiums required to maintain the benefits in full, the policy proceeds will repay your mortgage whether you live or die.' This, I think, protects them as their review stated that there would be a shortfall and they are now asking for higher premiums to ensure the mortgage is covered.

defender_of_the_weak

But the link between this promise and the open ended cheque you signed (called a review) is never adequately explained.

mab

I agree. This company have been totally incompetent. Toady, after your suggestions, I telephoned the help regarding my initial complaint with the Ombudsman. I explained that I wanted a separate case with the misrepresentation of names. I have now lodged a new case, after your advice, ready to post tomorrow.

I still await a response regarding my mis-selling of Endowment. I think this will take a lon time.

gentlepurr

good luck

xx

HLK

defender_of_the_weak wrote:

If it is with the ombudsman, you should also know that somewhere in the homebuilder
paperwork it says 'guaranteed to pay your mortgage if you live or if you die'. Thank my friend at the Financial Compensation Scheme for the info, hope it helps

Defender - I've only just come across this and I too have a Homebuilder policy - are you suggesting that we have recourse to action against GRE ?

I paid the increased payments when required within the limits laid down by the Inalnd revenue .. althought GRE said I needed to pay more than that to keep it on track they were unable to take any more than laid down otherwise policy would no longer be qualifying. When I looked into this a couple of years ago I was mde to understand there was nothing I can do as policy pre 1988 - even though I was one of those promised cruises with the surplus etc..

Any suggesttions welcome here.