Homeserve Letter received about "review" of policy from 2005

funkster999

I have just received a letter from Homeserve about a Householder Accident Plan Policy I took out with them in Sept 2005 , and asking me to fill in a form if I wish them to "review" whether I received the service I received. I suppose this must be about possible mis-selling of this to me, but I had completely forgotten I ever had this.

The form asks some very personal questions about dependents, levels of income, saving and investments to help them "judge whether the product was affordable to you".

I feel averse to giving out this information, especially when I was unaware of this matter from so long ago. Also unsure if it is worth the trouble, and if it is worth the trouble, whether it is not better to take this matter up with some independent PPI-style company to look into, rather than giving them the information?

societys_child

Sounds more like some kind of customer survey, doubt it's anything to do with "mis-selling" Was PPI involved?

I would expect you did you receive the service you received . . .

funkster999

It is the most intrusive survey I have ever seen in that case, ... don't think it is just that, and I have read Homeserve is in trouble over mis-selling these policies. Also, I have been allocated a reference number.

societys_child

In that case it's possible they are inviting you to make a complaint, however the information they ask for may form part of that complaint.
If you were to employ a claims company (no recommended) Homeserve would likely still need the same info.

HomeServe_company_representative

If you need any assistance or have any questions regarding the questionnaires you’ve received we’ll happily answer these for you and address any concerns you may have. Please send your details to our email address [EMAIL="heretohelp@homeserve.com"]heretohelp@homeserve.com[/EMAIL]

Kind regards

James
Here To Help Team
HomeServe

Alpine_Star

''Is home emergency insurance the next PPI mis-selling scandal?
As HomeServe faces £34.5m fine, this is what it means to its two million-plus customers.......the company expects to complete the "re-contact exercise" by the end of March. So, some people can expect a letter in the coming weeks. There is an argument for not accepting any offer now, on the grounds that the FCA may order the company to make more, or bigger, redress payments. ''


http://www.theguardian.com/money/2014/jan/18/homeserve-home-emergency-insurance-misselling

HampshireMan

I have also received this letter / survey from Homeserve.

I have taken the view that if they require this level of personal / financial information in order to review the policy purchase, then they probably should have requested it at thetime of purchase.

If they did not request it, then, to my view, it was mis-sold.

I have partially completed the form, without the most personal details and added a statement to the above effect to the additional comments section.

Does this seem to be a reasonable approach?

I wil update if I get a response.

HampshireMan

In my prevous post, I stated that I had taken the view that if they require this level of personal / financial information in order to review the policy purchase, then they probably should have requested it at the time of purchase.
I completed & returned the form, without the financial details, but with comments to the above effect.
Initially Homeserve rejected my review, on the basis that I had not completed the financial section.
I replied, by letter, repeating my stance.
I have now received a letter from Homeserve, agreeing with my position and offering a full refund of my premiums since 2005.

Their Decision and rationale is as follows:
"Having thoroughly investigated, I uphold your complaint. This is because we have requested this information now in order to determine whetherthe policy is suitable, this confirms that we should have asked for this at the point of sale, which, to me suggests that the sales process at the time was not suitable."

I consider this to be a positve result and would recommend anybody else, concerned with providing the financial information requested to take the same approach.