Insurance Renewal Problem

sheramber

Can you not go to her house and look out the current policy paperwork?

Does she  get policy information online or by post?

I get an email advising me my renewal date is soon and they will send  me their renewal figure. 

2 or 3 weeks later I get a renewal invite giving the new premium required

The renewal invite comes 3. to 4 weeks before it is due. 

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So, there may be no need to panic. There may  be a few weeks before renewal is due. 

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Annemos

Missionhall said:

Thank You all for your comments and I totally agree she should have got the LPA in place. I asked the COOP advisor if they had an LPA and they said they were too young. I tried to explain it isn't about age and that there could events in their life that they might have the same problem as my Mother is having. 

Poster, you took the thoughts right out of my head. 

Yesterday, I spent quite a while mulling over what happens to People who do not even have any Family and then they get old and do not have anyone to give a Power of Attorney to? 

And also, anyone can have a serious accident at any age or develop a disabling Health Condition. 

How many young people would even be prepared to give a Power of Attorney to relatives is another problem, I suppose. 

user1977

Annemos said:

Missionhall said:

Thank You all for your comments and I totally agree she should have got the LPA in place. I asked the COOP advisor if they had an LPA and they said they were too young. I tried to explain it isn't about age and that there could events in their life that they might have the same problem as my Mother is having. 

Yesterday, I spent quite a while mulling over what happens to People who do not even have any Family and then they get old and do not have anyone to give a Power of Attorney to? 

You can appoint a professional. Everyone has someone they can appoint.

MisterNick

I googled "fsa rules for financial institutions dealing with vulnerable customers" and got this as the first heading; https://www.fca.org.uk/publications/finalised-guidance/guidance-firms-fair-treatment-vulnerable-customers

I can't remember the detail, but my FIL had problems with banking with Natwest when he was living in Spain. he was not computer literate and could not get to a UK branch. The phones were refusing to deal with him. His account was not accessible.
i wrote to the CEO, and their office put me through to a special dept they had setup for this category of customers. They were very good, thought outside the box, interpreted the rules in favour of the customer and generally gave a better level of service than the call centre ops.
it wasn't a perfect solution, but it meant that he could carry on having his pension paid into his account and spend his own money.
One other thing - is the Co Op the ultimate insurer or just the broker / agent?

Hope this helps, but I can't vouch for the Co Op

MyRealNameToo

MisterNick said:

I googled "fsa rules for financial institutions dealing with vulnerable customers" 

The Food Standards Authority dont tend to have much to say on financial institutions explicitly these days

Missionhall

Update 
I had a phone call from a very polite and courteous lady from the COOP from Customer Relations.
She had read my complaint and had contacted the underwriters (I think) and they agreed that given the circumstances my mother could continue her policy. I have in the mean  time taken out another policy with another insurer found of course using MoneySavingExpert.
I did point out to her that I of course could not make decisions on her behalf and that I would discuss it with her. . 
My mother is happy to stay with the insurer I found.
In fairness the Customer Relations lady was understanding of the exceptional circumstances, and If I had been put through to her in the first place I feel this could have been resolved amicably much sooner.  
Thanks to You all for Your responses , it did help to feel I was not on my own, and is much appreciated.