A laugh from NPI

Cleeve

NPI send me statements every year and while discussing my policy recently I asked for a copy, thinking I had lost mine. They happily agreed and it would be with me in 10 days. Instead I got a letter saying:

"Unfortunately, we cannot locate your casefile, and therefore cannot provide copies of your original policy.
Please accept our apologies.
I trust this information is satisfactory.
We will be pleased to help with any enquiries in the future."
signed Beverley Linkhorn, Head of Operations.

Doesn't she read her letters?
"I trust this information is satisfactory"!!!! NO! You've lost my policy! Why would I find that satisfactory?

Fortunately I found my original copy so I can laugh at the stupidity of that remark (and understand why that investment is doing so badly)

Robisere

The Pru did not lose mine. Well, not exactly. Instead, they sent my details (Bank, Pension, Income/Exp., all ID details) to another person in another part of Britain. Then they kindly sent me his details, which made it easier for us both to (a) make a decision as to remain with Pru and (b) to inform each other about the mistake and ensure that the documentation reached its rightful destination. There were several mistakes upon the information in each case, as we found when we eventually received it. In fact, the only details absolutely correct, were the gender and surnames.

That was far from the only mistake that Pru made. Years before that, they lost 8 months of payments, in the days when I paid my monthly payments to a collector. When they demanded the money, I sent photocopies of my receipts. They refused to believe that their own headed receipts were genuine. I threatened legal action and wrote to the CEO. They folded.

The bigger a company gets, IMHO, the more scope for error and misinformation.

dunstonh

"I trust this information is satisfactory"!!!! NO! You've lost my policy! Why would I find that satisfactory?

I'm surprised they responded that way. I would have thought just saying they dont keep copies would have been better. They dont need to and dont do so.