Mrs Jones’ Complaint about a Critical illness Policy with Friends Life.
Mrs Jones took out a Critical illness policy some 20 years earlier. The policy documentation was very reassuring listing all the conditions it covered, including cancer.
When Mrs J was diagnosed with breast cancer she made a claim but was advised the claim would not be met as the cancer was not covered because it was ‘carcinoma in situ’. Mrs Jones did not feel this exclusion had been made clear in the paperwork.
Mrs J instructed solicitors who formulated a complaint to Friends Life. The complaint was rejected, Friends Life suggested that the issue related to the selling of the policy and the explanation given. The company who sold the policy were no longer trading. Mrs Jones was advised her complaint did not have reasonable prospects of success. Mrs Jones was unsure what she could do but felt she had been treated unfairly.
Never give up
After some time, and not prepared to give up, Mrs J contacted us. We considered Friend’s Life file and the policy in detail, we agreed with Mrs Jones. The policy wording was not clear.
We made a complaint to the Financial Ombudsman.
The FOS upheld our complaint and Friends Life accepted the decision without any appeal to the ombudsman. The claim was paid in full with interest and compensation.
Meet Jan Our Top Insurance Denial Claims Expert
Jan is a leading insurance denial claims specialist. She represents injured, disabled and bereaved families with compassion and sensitivity. With extensive experience in handling these matters, she has now become one of the UK's leading solicitors dealing with critical illness denial and life insurance claims.
Having gained front line experience in representing clients who've had claims on their critical illness or life insurance refused, Jan first became involved in this area when her own partner was diagnosed with terminal cancer and his critical Illness claim was denied. Despite difficult personal circumstances, she fought the decision of her insurers and the claim was won in record time. Jan has passion for representing others in the same position. She has now assisted a large number of clients who have had their claims denied with great success.
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