PPI - Requirements for Evidence of Historic Policies?

stancrom

Hi. I have an already upheld (in principle) PPI claim with Santander for a policy dating from 2001-2003. It was upheld before I (or they) were able to validate the existence of the policy - no account number, old bank statements etc. However, despite still not having found the original policy documents, number etc. I have now managed to locate bank statements showing the monthly direct debits from my account to Abbey National Paymentcare for the period I stated in my initial complaint. In recorded telephone conversations I had with them before the statements surfaced, Santander said such bank statements should be sufficient in concluding the complaint. They have now changed their view and say that this alone is not enough and that I must provide more robust evidence and start by submitting an SAR. What exactly constitutes 'sufficient evidence' in these instances where further policy documentation cannot be found? I appreciate that an SAR request would have been the right thing to do once it became clear that Santander held no historic information (12 years on so should expect as such), but what if the process reveals no new information? Thanks.

-taff

Then the process reveals nothing new. You'll have to submit one to find out.

stancrom

Yes, quite clearly. My question is asking what generally constitutes sufficient evidence of the existence of an historic policy when the insurer has nothing on file. So in my case should bank statements indicating the direct debit payee over the full period in question be enough for them to be unable to reject an already upheld claim. Do they have the right for instance to say they require the policy number or other validating documents. I guess there are no hard and fast rules but would have thought the guidance insurers are obliged to follow in dealing with complaints may define what is sufficient.

-taff

Ask them what they need in writing.

Ladyinwaiting

Having similar issues. Driving me mad

I sent a sar off 11 weeks ago. Cheque cashed and havent heard a peep from them

They told me aviva underwrote abbey loans. Gonna try a Sar to aviva as well.

stancrom

I already had done taff - I was trying to find out if there was a 'correct' answer under the guidelines before they feedback and tell me something totally different. Cheers.