Life insurance claim help and advice needed

Weighty1

Which insurer are you dealing with?
I'm guessing it's a company with a closed book who no longer accept new applications.  In this instance it is not in their interests to update their systems as that would cost thousands/millions and their book of premiums is reducing every year.  That could also mean it's not to the benefit of policyholder as well in certain cases.
You cannot blame the insurer that covid has caused a lockdown and that you are isolating due to this.  You just need a little more patience.  Absolutely nothing sounds untoward here.

rr_beth

It’s 9 months later. Each time , they come back and either say the document isn’t acceptable or send new forms.  

I have already had 150 gbp compensation from them already and there is a compliant with the Fin ombudsman  working away through the system. The 150 was given in goodwill when they gave me wrong advice and the person from the company was rude(bad attitude) on the phone to me. Luckily the call was recorded. 

rr_beth

Yes, it is a closed book as the policy was originally sold by my parents bank, and now sold on to some phone only company in Essex. Their staff training isn’t great as I get contradictory advice each time I call.

dunstonh

I am dealing with the banks and building societies and they have been so much more accommodating.

Of course they would be.  Banks are easier by comparison as they dont have to worry about trusts.  However, each of those would need the probate too (if they are doing their job properly and no porkies were told).

The quality of service does vary with providers.   Some are old fashioned. Typically the closed providers working on systems and methods that they haven't changed for years as there is no spending on infrastructure as there is no point.

Scanned versions of documentation has all been accepted and provided electronically. That certainly complies with anti money laundering rules and identity verification. 

Risky on their front but its a choice they make.

They explicitly state the don’t accept the downloaded versions of my utility bills.

They wouldnt know the difference.  What they wont accept is a screenshot.  What they will accept is a printed version of the proper bill.  However, if your printer is pretty naff, then the quality will give it away.

rr_beth

With everyone working from home and having to send in original doc, I don’t see how they can process my claim without creating electronic / scanned versions. Even if I did send the original documents then with the current Covid rules I don’t see them being able to physically touch them and send them back.

[Deleted User]

There's absolutely nothing in the rules that says they can't touch documents.

rr_beth

dunstonh said:

I am dealing with the banks and building societies and they have been so much more accommodating.

Of course they would be.  Banks are easier by comparison as they dont have to worry about trusts.  However, each of those would need the probate too (if they are doing their job properly and no porkies were told).

The quality of service does vary with providers.   Some are old fashioned. Typically the closed providers working on systems and methods that they haven't changed for years as there is no spending on infrastructure as there is no point.

Scanned versions of documentation has all been accepted and provided electronically. That certainly complies with anti money laundering rules and identity verification. 

Risky on their front but its a choice they make.

They explicitly state the don’t accept the downloaded versions of my utility bills.

They wouldnt know the difference.  What they wont accept is a screenshot.  What they will accept is a printed version of the proper bill.  However, if your printer is pretty naff, then the quality will give it away.

I’ve gone paperless , no printer. No access to a printer either. I also don’t have any “paper” versions of utility bills.  

rr_beth

Deleted_User said:

There's absolutely nothing in the rules that says they can't touch documents. 

True, but they told me on the phone  they are working from home . So how are they expected so see the originals ?

[Deleted User]

The recipient will confirm they're originals and update the case file for the honeworker.

Weighty1

rr_beth said:

dunstonh said:

I am dealing with the banks and building societies and they have been so much more accommodating.

Of course they would be.  Banks are easier by comparison as they dont have to worry about trusts.  However, each of those would need the probate too (if they are doing their job properly and no porkies were told).

The quality of service does vary with providers.   Some are old fashioned. Typically the closed providers working on systems and methods that they haven't changed for years as there is no spending on infrastructure as there is no point.

Scanned versions of documentation has all been accepted and provided electronically. That certainly complies with anti money laundering rules and identity verification. 

Risky on their front but its a choice they make.

They explicitly state the don’t accept the downloaded versions of my utility bills.

They wouldnt know the difference.  What they wont accept is a screenshot.  What they will accept is a printed version of the proper bill.  However, if your printer is pretty naff, then the quality will give it away.

I’ve gone paperless , no printer. No access to a printer either. I also don’t have any “paper” versions of utility bills.  

have you called the utility provider to ask if they can send a paper copy out?  Most will.  I've had to do this previously for bank statements as I'm paperless for those.