Lost insurance money

Cath5960

Hello,
My mother died November 2017 and a insurance policy she had was easily sorted and the pay-out organised. This is were the problems have started.

A BACS payment was sent from the insurance company to my mothers bank account, which her bank was running knowing it was subject to probate, but the bank seemingly returned this payment although others had been accepted. Now both the bank and insurance company say the other one is responsible for finding the lost payment and at our last conversation the insurance company accused my sister of simply having spent the money (which l can assure you has not happened).

What can we do. The insurance company have now stated they will accept no more calls about this matter as its ‘closed’ and my late mother’s bank just say it’s nothing we can help with it’s up to the insurance company to trace the money using the BACS payment ref we had.

Regards.

PeacefulWaters

The insurer needs to instruct their bank to trace the money.

If they don't, complain to the Financial Ombudsman Service.

xylophone

A BACS payment was sent from the insurance company to my mothers bank account, which her bank was running knowing it was subject to probate, but the bank seemingly returned this payment

So it never actually appeared as a credit on the account?

What can we do. The insurance company have now stated they will accept no more calls about this matter as its ‘closed’ and my late mother’s bank just say it’s nothing we can help with it’s up to the insurance company to trace the money using the BACS payment ref we had.

Then you have had a full and final response?.

Write to the FOS immediately with a formal complaint.