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Any advice - delay in medical records for life insurance claim
gemmalouanna
Posts: 456 Forumite
Hello,
Not sure if anyone can help or make useful suggestions about the following:
My mum's partner sadly passed in May 2011, they have a life insurance policy with Friends life (Axa) to pay out and cover the mortgage in the event of death. I phoned a couple of days after his death to ask for my mum to be sent the claim forms - we returned them promptly as we wanted to try and get things sorted ASAP for my mum who would struggle to pay the mortgage on her own.
So this began in June 2011. She has phoned every few weeks for updates and for the first couple of months the insurance company just said they were awaiting medical reports from his doctors to check everthing matched with what was declared when they took out the policy (my mum stated his medication/high blood pressure so no issue there).
This is still dragging on and each week my mum phones the insurance company to be told they are still awaiting the medical reports before they can assess/pay out. They paid the fee to the doctors for the medical reports on 19th Sept 2011.
She has started phoning the doctors each week to try and find out what the hold up is and they keep telling her they are struggling to get hold of the medical records from the place where they are stored (Alaska house???) and so they will have to wait....
She just feels like she is going round in circles and nothing can progress - not sure what we can do as no amount of chasing up seems to be getting anything sorted, she has managed to pay the mortgage every month since but it has been a struggle and is now getting on top of her.
Who should we 'complain' to in order to get the records?
Not sure if anyone can help or make useful suggestions about the following:
My mum's partner sadly passed in May 2011, they have a life insurance policy with Friends life (Axa) to pay out and cover the mortgage in the event of death. I phoned a couple of days after his death to ask for my mum to be sent the claim forms - we returned them promptly as we wanted to try and get things sorted ASAP for my mum who would struggle to pay the mortgage on her own.
So this began in June 2011. She has phoned every few weeks for updates and for the first couple of months the insurance company just said they were awaiting medical reports from his doctors to check everthing matched with what was declared when they took out the policy (my mum stated his medication/high blood pressure so no issue there).
This is still dragging on and each week my mum phones the insurance company to be told they are still awaiting the medical reports before they can assess/pay out. They paid the fee to the doctors for the medical reports on 19th Sept 2011.
She has started phoning the doctors each week to try and find out what the hold up is and they keep telling her they are struggling to get hold of the medical records from the place where they are stored (Alaska house???) and so they will have to wait....
She just feels like she is going round in circles and nothing can progress - not sure what we can do as no amount of chasing up seems to be getting anything sorted, she has managed to pay the mortgage every month since but it has been a struggle and is now getting on top of her.
Who should we 'complain' to in order to get the records?
0
Comments
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Who should we 'complain' to in order to get the records?
The GP. If the GP are not responsible then they can pass it on to whoever is.I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.0
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