lost policy number of old life assurance

DanielleK

Many (years) house moves ago I bought a life assurance package from a now merged provider - we have been trying to close an old bank account and discovered this old direct debit. Tried to cancel with the new provider but due to house moves we can't seem to reconcile the policy number name etc... The new provider has been absolutely hopeless in helping us identify this old policy which is costing us money... my question is how do I locate this old policy number from a new provider? The lack of assistance and direction from new provider has been so underwhelming and disappointing - do I need to write a formal complaint and take to the ombudsman? Please help
thank you so much

DigForVictory

I'm no expert but experian/equifax should have quite a lot of info on file & my old pal, the Freedom if Information Subject Access Request, will get you another wad of data for a tenner.
No need to hassle the ombudsman yet, I think.

dunstonh

do I need to write a formal complaint and take to the ombudsman?

You dont have access to the ombudsman until you have made a complaint to the firm first and given them a chance to answer.

You say it is a merged provider. Many "merged" providers still operate the legacy company book at the old address and not linked to the computer systems of the main company. For example, if it is currently a Phoenix plan, then there are several addresses/call centres in place depending on the legacy company. Aviva is another that still operates old AXA policies in once plan, Friends Life in another and Aviva policies in a third location.

The new provider has been absolutely hopeless in helping us identify this old policy which is costing us money.

How are they being useless?