Mis sold Post Office insurance offer

Hi all, looking for some advice please.

4 months ago I took out a life insurance policy with the Postoffice, I took out the policy over the phone and at the time was told that if I take out the policy, I would receive a £100 Amazon gift card after my 3rd premium was paid 

fast forward 4 and a half months and still no voucher. I called the PO life insurance team and was told that the offer is actually a £50 voucher and is paid much later in to the term (I can’t remember exactly)

Given that this offer was one of the reasons why I took out the policy, I complained to the post office and they have come back to me and said that while I was misinformed about the offer, they can’t do anything as giving me a different offer is unfair on their other customers (but they’re happy to sell me a policy under the false pretese of a £100 voucher)

This doesn’t feel right. Do I have any other options or should I just suck it up?

I should note that the person who replied to my complaint was a customer service advisor and not a complaints handler

thanks 😊 
 

Comments

  • SaverRate
    SaverRate Posts: 923
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    Use a broker for life insurance I am sure your monthly premiums will be less!

    Personally I use Cura Insurance brokers but up to you which one you use. I personally wouldn't recommend the ones that confused.com/moneysupermarket use from experience. 

    Note - I dont work for Cura just had a good experience when using them in the last. 
    FTB - April 2020 
  • dunstonh
    dunstonh Posts: 115,638
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    This doesn’t feel right. Do I have any other options or should I just suck it up?
    An error doesn't give you entitlement to money.

    I should note that the person who replied to my complaint was a customer service advisor and not a complaints handler
    So, they didn't comply with the regulated complaints process?  
    i.e. summary of your complaint, your right to go to the FOS.  Then followed by the complaint response and again, your right to refer the complaint to the FOS.

    Titles don't matter.   It is the process that does.


    I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
  • DullGreyGuy
    DullGreyGuy Posts: 9,029
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    Ranger5_5 said:
    I should note that the person who replied to my complaint was a customer service advisor and not a complaints handler 
    To play devils advocate, if they had offered you a £1,000,000 Amazon voucher do you really think you could insist on them giving you it?

    It would seem reasonable to me that they should offer you to be able to cancel the policy for a full refund if they agree the agent made an error in the offer which they aren't willing to stand by. With that you then aren't in any way out of pocket and in the same position as if you hadn't bought it (which I am assuming you are saying would have been the outcome with the actual offer you were signed up for).

    I spent 5 years in call centres as a complaints specialist and my job title was always Customer Service Advisor or Manager ("manager" was a bit of a fake so in store CSAs could hand a customer over to use as CSMs if the instore CSM wasn't available but we were actually on the same grade and monies as the instore staff).  

    Some places may put complaint in the job title but there is no requirement to. What's more surprising is that they have called them an Advisor... advised/non-advised is a big thing in insurance and most migrated away from calling staff Advisors if they are working in a non-advised role. 
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