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home insurance
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woodyatwork
Posts: 1 Newbie
My 93 year old Mother in law's bungalow has just become flooded by a leaking pipe and as she is covered by a gold rated home insurance, we thought that making a claiming for her shouldn't be a problem. She had recently been admitted to a care home for temporary respite and the flood happened while she was away. She has dementia and when my husband contacted the insurance company to make a claim, they needed his Mother to answer the security questions before they would discuss anything with him and allow him to proceed with the claim. She is unable to answer the security questions due to her memory and he does not have power of attorney, he just doesn't know what to do, could anyone please help with a way round this problem.
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Can you ask to speak with a vulnerable customer team to find a way forward? It maybe you'll need to go through court action to get PoA or the equivalent to act on behalf of your mother."You've been reading SOS when it's just your clock reading 5:05 "0
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woodyatwork said:My 93 year old Mother in law's bungalow has just become flooded by a leaking pipe and as she is covered by a gold rated home insurance, we thought that making a claiming for her shouldn't be a problem. She had recently been admitted to a care home for temporary respite and the flood happened while she was away. She has dementia and when my husband contacted the insurance company to make a claim, they needed his Mother to answer the security questions before they would discuss anything with him and allow him to proceed with the claim. She is unable to answer the security questions due to her memory and he does not have power of attorney, he just doesn't know what to do, could anyone please help with a way round this problem.
If your mother can no longer remember details for a phone call its likely the option for a PoA has sailed and you will now need to apply to the Court of Protection for a Deputyship
Some people may decide to risk getting someone pretend to be your mother but both you and them are taking material risks by lying about your identity.1 -
Or ask if they can "go through security" by putting it in writing instead. I doubt it's a term of the policy that you can only claim if you're capable of chatting to them on the phone, they'll have Equality Act obligations to provide other methods if nothing else.0
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user1977 said:Or ask if they can "go through security" by putting it in writing instead. I doubt it's a term of the policy that you can only claim if you're capable of chatting to them on the phone, they'll have Equality Act obligations to provide other methods if nothing else.0
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