Advice on insurance

Shezz

Hi all, Hope this is in the right place.
My elderly mother is in hospital, she has been in for 2 weeks now with no sign of when she will come out, she was previously admitted for 2 weeks before coming home for a week and then had to be admitted again, before she went in the first time, she was ok, she  was able to make decisions, understand everything and you could have a conversation with her, she was able to go upstairs and look after herself however when she came home she was a completely different person she had to have careers coming in, she had to have a bed downstairs and she slept all the time.

Yesterday we went around her house,  there had been a flood, half her kitchen ceiling had collapsed, I phoned up her insurance company and explained what had happened, however because none of us are named as a person to talk to on the insurance, they took details of what has happened but would not proceed with it until my mum could go on the phone and tell them it was ok to talk to me, I explained she was very ill, in hospital, unable to talk to them, they still said they needed to talk to her, I asked if the hospital could talk to them and they said no,  I phoned the hospital to ask if it was possible that she could talk to them, but they have now said she is to confused to do it, back in 2007 mum done a power of attorney with me named on it, but it can only be registered when it is deemed that she is unfit to manage her affairs,  this has not been set up yet as she has been capable of making decisions herself.

Unless i am wrong, we are now in the position where the insurance company wont talk to me, my mum is unable to talk to them, the power of attorney is not in play till we can prove that she is incapable of making decisions,  which we may be able to submit now but will still take quite a few weeks to come into play. 
my mum does not know this has happened, not sure if she would understand but if she did, it would be devastating for her.
hospital would not release mum back to her house until the work is done, and have said they would need to put her in a home until the work is completed, which if she does understand will also devastate her, she has spent the last few years telling us she never wants to be put in a home.

does anyone know how we can get round this, is there some way we can get the insurance people to change there mind

[Deleted User]

 You need to register the POA, sounds like it's appropriate from what you've said. 

Shezz

_shel said:

 You need to register the POA, sounds like it's appropriate from what you've said. 

Hi we hopefully are waiting for the papers to come through and are registering it, only trouble is it takes quite a few weeks i understand and there is a 3 week waiting period just in case someone changes their mind, we need to get the kitchen and house sorted out now. just wondered if there was another way around the insurance company paying out for the works to be done
and starting the process 

[Deleted User]

Shezz said:

_shel said:

 You need to register the POA, sounds like it's appropriate from what you've said. 

Hi we hopefully are waiting for the papers to come through and are registering it, only trouble is it takes quite a few weeks i understand and there is a 3 week waiting period just in case someone changes their mind, we need to get the kitchen and house sorted out now. just wondered if there was another way around the insurance company paying out for the works to be done
and starting the process 

 Thats not good, didn't realise it took so long. 

 You might need to try and explain to mum and get her to give permission for you to deal with it. There are no other ways round it that I know of 

Shezz

_shel said:

Shezz said:

_shel said:

 You need to register the POA, sounds like it's appropriate from what you've said. 

Hi we hopefully are waiting for the papers to come through and are registering it, only trouble is it takes quite a few weeks i understand and there is a 3 week waiting period just in case someone changes their mind, we need to get the kitchen and house sorted out now. just wondered if there was another way around the insurance company paying out for the works to be done
and starting the process 

 Thats not good, didn't realise it took so long. 

 You might need to try and explain to mum and get her to give permission for you to deal with it. There are no other ways round it that I know of 

Hi I rung the hospital to ask if mum was ok to be able to ring them and give me permission ( i said that we needed to play it down) as I how devastated  she will be if she knew what had happened, but the hospital have said she is unable to do it as she is to confused, they would not allow it.
I am just not sure if there was any kind of special exemption in place for problems like this. and they could under section xxx they could override permissions, I could have quoted that to them

[Deleted User]

 Unless she is sectioned the hospital have zero say in what you discuss with your mum or ask her to do as far as I know. 

 They can recommend you dont, in their opinion its not a good idea but cant stop you?

Shezz

_shel said:

 Unless she is sectioned the hospital have zero say in what you discuss with your mum or ask her to do as far as I know. 

 They can recommend you dont, in their opinion its not a good idea but cant stop you?

If we were able to visit I may off been able to phone the insurance people from her bedside, but we have not seen her since she was admitted, no visiting allowed a covid free ward, the only way we find out what is happening is to ring the hospital, she has no phone by her bed and even if she did she would not be able to ring them unless I was there to help, the hospital will not pass the phone over to her.

thanks for your posts

pramsay13

Phone the insurance company again and make a complaint. 
If you already have paperwork from the 2007 POA discussions then offer that to them.