Critical illness insurance - advice needed

Nearlyold

In the correspondence from Nat West Life is there evidence that they knew you had a stroke?

What evidence do you have that you were told you were not covered and how this came up?

walkermilesuk

In the september we got a letter of the bank saying we hand not paid the D/D next day i rang them and they said they will take it again so they said we need to reset up the D/D which we did and received the letter saying it was set up but someone at the banks end didn't do it so when the natwest life canceled are policy and in the October i had the stoke so my wife rang them a told them we wanted to make a claim because i had a stoke then my wife got a call back to say we had no cover so we put in a complaint to natwest life and in the end they agreed it was there error not taking the money and said we were not covered for stroke anyway and paid us £50 compensation and also when we looked into it they had changed the day of the D/D with out telling us it was normally on 18th of each month but they tried to take it on 27th thats when all are other bills come out so there was not enough money to cover it. they said we where still covered but not for the bleed on the brain anyway so we trusted what was said to us my the lady who sold us the cover at the local branch we spoke to her as well. now really shouldn't they have a duty of care and a moral duty to then tell us to make a claim ? we trusted what was said to us. also at the time i was still very poorly and my wife was all over the place we have 4 children so it was mad as hell

Nearlyold

It all sounds a bit of a mess, to clarify - after the bounced DD episode and the policy being cancelled was it actually reinstated ie did you make up the missed premiums, your first post indicates it was re-instated? Was the policy cancelled before you had the stroke or after you had the stroke. The situation certainly seems a lot more complicated than your first post suggests. I can only respectfully suggest that when you write your formal complaint you get someone you trust to tell you things straight, to sense check your complaint as your "stream of consciousness" style can be difficult to follow in terms of what happened when.

walkermilesuk

Yes premiums were paid in full and the policy re-instated we didn't put the claim in because the lady at the branch and natwest life said we was not covered for this anyway like i said we trusted what we was told when i spoke to aviva the claims handler who it dealing with it said she can see on the paper work that it was an error from natwest and was shocked we were told we couldn't make a claim she said the mix up with the D/D etc will not be a issue because the policy did not finish and start again yes its a mess but they changed the date of the D/D didn't tell us so that is why the D/D was not paid and i have the letter from the bank saying i had reset up the D/D but for some reason it didn't get taken

Helsbells16

Have you made a complaint to the financial ombudsman? i would if getting nowhere with the insurance company.

walkermilesuk

I have spoken to them I have put claim in with Aviva and a complaint.
The ombudsman will not get involved until Aviva come back to me. Also I have put a complain into NatWest
I am sure if the ombudsman looked at it would find in are favour. The policy was re-instated by NatWest and me not having the money in the account to pay it again was there mistake and like i say have letters to show.