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home insurance

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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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  • sammyjammy
    sammyjammy Posts: 7,950 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    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 "
  • DullGreyGuy
    DullGreyGuy Posts: 18,613 Forumite
    10,000 Posts Second Anniversary Name Dropper
    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.
    Unfortunately PoA need to be put in place before these sorts of things happening and especially whilst the parent is still competent enough to consent to the PoA. 

    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. 
  • user1977
    user1977 Posts: 17,783 Forumite
    10,000 Posts Seventh Anniversary Photogenic Name Dropper
    edited 7 February at 9:26AM
    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.
  • DullGreyGuy
    DullGreyGuy Posts: 18,613 Forumite
    10,000 Posts Second Anniversary Name Dropper
    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.
    As long as the mother is capable of reading and understanding the letter they are signing otherwise you are in the same position as getting someone to pretend to be the mother as she hasn't given informed consent. 
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