ReAssure has vowed to "put things right" after receiving numerous complaints in relation to errors it has made with customer’s policies.
FT Adviser had been contacted by ReAssure policyholders to share their recent experiences with the provider.
Roger Clarke, a retired IFA, has been helping his father-in-law, Neville Sabin, with his life assurance policy.
Sabin who has prostate cancer and kidney disease, has had a life assurance policy with ReAssure since 1995.
It was arranged by his adviser and son-in-law, Clarke and it was known as a Whole of Life Freedom policy with life and critical illness protection.
The original cover included critical illness protection which Sabin claimed in 2017 when he was diagnosed with cancer.
This paid out £15,000 and ReAssure then issued a continuation policy for the life cover of £24,017 commencing on July 12 2017, according to Clarke.
In early June 2024, Sabin had discovered the April and May premium direct debits for his Whole of Life policy had not been collected and he had notified the provider of this by phone.
According to Clarke, Sabin was told his policy was suspended and there was no life protection active.
After investigating, it transpired the direct debit collection was not an issue with Sabin’s bank not collecting the money but was a ReAssure issue, Clarke said.
Clarke had contacted ReAssure numerous times since July 3, 2024 on behalf of his father-in-law and according to him the provider had been unable to confirm the life cover amount of £24,017 as shown on the policy schedule, as seen by FT Adviser.
ReAssure also could not confirm the premium amount as on its systems it was showing up as £0.
Clarke told FT Adviser that ReAssure had “failed” to reinstate premium collections and still had not confirmed his policy had been reinstated at the time he contacted us.
Sabin received a new direct debit letter saying back premiums were now outstanding for five months with September’s due.
However, Clarke was told by ReAssure his father-in-law’s policy was still suspended and the issue had still not been fixed almost three months since the issue was first logged with the provider.
Clarke stressed that Sabin is terminally ill and is in desperate need of having his policy reinstated.
“As a retired IFA I provide support to many friends and family who experience difficulties with their insurer or pension claim with providers.
“Insurer admin has become so bad now it is wasting lots of customers’ time and is always a battle against very poor customer service.
“This leads to a failing of treating customers fairly and a major failing in the consumers duty regulations which impacts customers in many ways, in particular like Neville, who is terminally ill, vulnerable and unsure how to deal with such poor customer service support when a problem arises,” he added.
