Life Insurance wont pay as says records to old!!!

tracec

Was wondering if anyone can help me please.
My father died in 1996, at this time my mum got paid a lump sum from her and my fathers insurance policy. A few weeks ago she was looking through old documents and discovered that she should also have been getting regular payments from the insurance company from when my father died until to 2003, approx £500 per quater. She only ever received the lump sum.
The insurance company advised her that she was entitled to the payments, but they have no records dating this far back, so they cannot tell wether they paid them or not!!
Any advise, the situation has been passed to the complaints department, but i am not holding out much hope! thanks

forgotmyname

Well you have the paperwork they need so photocopy them and send them copies.

Its their problem then. They will need to prove your paperwork is incorrect but if they said they dont have proof then i dont see how they can say anythinig different.

In reality it may not be thet simple but you have to keep at it.

tracec

Thanks for the reply forgotmyname. They have the paper work too lol. This is what I cant understand, they advised my mum she should have been getting £500 a quater. They say they dont keep financial records for more than 7 years, but surely they should have had statements or something that they kept? Oh I dont know it just seems a bit unfair that they are making it so hard even though it was there mistake, but yeah we ll keep at it. Thanks