Claim on critical illness policy

Molly_Magic_2

We are trying to claim on a Scottish Provident critical illness policy my husband took out when he bought his first house. We submitted the claim in October, following his stroke and we are still waiting. Every time we respond with a piece of information, it takes them an age to assess it and then they ask more questions and we go round the same loop again. Their biggest issue is that there is an erroneous entry in his GP medical record that states he was an ex-smoker 20 years ago. The GP has written to Scottish Provident advising that it must be an error in their recording as all entries before and after that refer to him never having smoked. He has confirmed this to them in writing too.
Meanwhile we are still paying the monthly premium and are struggling financially as husband is unable to work.
Husband is adamant that they are trying to find ways of not paying out but how many questions are reasonable?
I've asked who we can contact to complain but apparently there is no process as they are within their right to assess the claim.
Any thoughts / suggestions?

dunstonh

Husband is adamant that they are trying to find ways of not paying out but how many questions are reasonable?

Over 90% of CIC claims pay out.

The questions are typically reasonable.  

it takes them an age to assess it and then they ask more questions and we go round the same loop again. 

Are you saying that they are asking the same questions again and again?

You would expect further investigations based on the information supplied by the GP if it differs from the application.

I've asked who we can contact to complain but apparently there is no process as they are within their right to assess the claim.

You contact Scottish Provident to make a complaint if you are not happy with them.

Molly_Magic_2

dunstonh said:

Husband is adamant that they are trying to find ways of not paying out but how many questions are reasonable?

Over 90% of CIC claims pay out.

The questions are typically reasonable.  

it takes them an age to assess it and then they ask more questions and we go round the same loop again. 

Are you saying that they are asking the same questions again and again?

You would expect further investigations based on the information supplied by the GP if it differs from the application.

I've asked who we can contact to complain but apparently there is no process as they are within their right to assess the claim.

You contact Scottish Provident to make a complaint if you are not happy with them.

Thank you. It does feel like they're asking the same questions, but phrased differently. They initially requested copies of medical records from the GP. Then they wrote to the GP asking for clarification of dates of diagnoses (which were on the medical records), later they wrote to the GP requesting clarification about smoking history. GP responded to all of these queries. They then wrote to my husband asking for clarification about his smoking history (which he'd already discussed with the GP and was documented in their letter) which he replied to. Today he's had another letter asking for information about how much he smoked. Each time you respond to them with information you have to wait for them to scan it in and then a further 5 working days for the assessor to assess it - and then send a letter snail mail asking more questions. It's extremely frustrating especially when you're trying to juggle which bills not to pay each month.