Appalling Handling of Disability Claim

I am beyond disappointed and frustrated with the handling of my occupational disability claim by 1Life Insurance. I submitted my claim in June 2024, and despite providing all requested documents by September 2024, my claim remains unresolved over seven months later.

The process has been riddled with unreasonable delays, poor communication, and shifting goalposts. I was assured multiple times that no additional documentation was required, only to have 1Life demand further evaluations months later. The earliest available appointment with the psychiatrist they insisted on is set for 5 February 2025, with their report taking an additional three weeks. Even after this, they have indicated that more evaluations may follow, dragging the process out even further.

As someone living with Bipolar Disorder and Generalised Anxiety Disorder, this prolonged and invasive process has significantly worsened my mental health. The financial strain and uncer*****y caused by these delays have increased my anxiety and made my suicidal thoughts more frequent and overwhelming.

1Life’s handling of my claim feels degrading, and it seems like they are attempting to wear me down or find reasons to deny my claim rather than honour their contractual obligations. This is not what I expected from a company that markets itself as “changing lives.”

I urge 1Life to take responsibility for this appalling situation and to treat their customers with the fairness and respect they deserve. At this stage, I have escalated my complaint to the Ombudsman for Long-Term Insurance and the Financial Sector Conduct Authority and am researching what other options are open to me.

If you’re considering 1Life for your insurance needs, I would strongly recommend reconsidering based on my experience.