Help with HSBC Refusal

annette78

Hi

Hope someone can help. I have attempted to claim PP1 for my husband on a HSBC Credit Card he has had since 1997. It is a current card and he is a type 1 diabetic since childhood therefore cover would not have been applicable. He cannot remember it being explained to him and therefore I have claimed back. they have refused and made the following points and I just need some help with how best to respond;

1. "at the time you purchased (1997) it was HSBCs process to provide you with a policy document which explained how the policy worked together with the claims procedure" and "stated not covered for pre-ex medical conditions"
2. You had a cancellation period.
3. Premiums appear on the statement each month.
4. "Regrettable due to time original application form and credit agreement not located but I can confirm that it is not bank procedure to issue insurance without the appropriate docs being completed"

"Adequate steps were taken to advise you of the main features and claim procedures of your Cardholder Repayment Plan"

Firstly if they do not have the original docs how can they prove it was explained adequately?

Only since the whole PPI debacle has come to light did my DH realise he was paying for something that would not offer him any protection in the event of illness! It was not explained to him at the time nor any questions asked about any pre ex medical conditions.

They have referred me to the FOS do I go straight to them now or write back disputing their points?

Thanks in advance for your help.

di3004

Hi and welcome

sorry to hear of the rejection.

Basically they are saying now, as its the final decision you can now make a complaint to the Financial ombudsman service (FOS), when you complain to the FOS, send them copies of any letters you sent/if you sent a reclaim questionnaire to HSBC and kept copies send them one of them and copies of letters you received.

http://www.financial-ombudsman.org.uk/consumer/complaints.htm

They have a complaint form you can complete on the above link, its the one above the PPI reclaim questionnaire, you can complete the complaint form online or print and do it that way.
Or even ring your complaint through.

However, you can try disputing the points if you want to by giving them 14 days, and if they change nothing or don't get back, then complain to the FOS.

Good luck.;)

annette78

Thanks for that I will write and give them 14 days and then if hear nothing will log with the FOS.

I am really narked as feel we do have a proper claim and they are just fobbing us off but I guess everyone feels that way!!