Dissatisfied

Dear Doves and 3Sixty Life Complaints Department, I am writing to lodge a formal complaint regarding the handling of my policy and the claim relating to the deceased person on my policy.

At the time the claim process was initiated, my policy was active. I was advised that Doves had changed underwriters and that I should therefore submit the claim through 3Sixty Life. I followed this instruction and submitted my claim to 3Sixty Life.

However, 3Sixty Life subsequently advised me to submit the claim to Doves because of a migration process. I then contacted Doves, only to be informed that my first premium payment had not been received and that the policy would need to be reactivated.

This is extremely concerning and confusing, as I was under the impression that the policy was active at the time the claim was submitted. I would therefore like a clear explanation as to how the policy could be considered lapsed or in need of reactivation if it was active when the claim arose.

I was also informed that Doves had attempted to process a debit order, but that the debit order was reversed. I contacted my bank to establish what had happened, and the bank advised that there had been an error with the debit order. I also reviewed my bank statements and can confirm that sufficient funds were available in my account at the relevant time.

When I subsequently visited the 3Sixty Life branch, I was given a different explanation. I was informed that the policy had in fact lapsed. This contradicts the information I had previously received and leaves me extremely concerned about how my policy was administered and why I am now being held responsible for a situation that appears to have resulted from an administrative or debit-order error.

There is a further issue that remains unresolved. Several months have now passed, and the deceased person still appears on my policy. When I contacted the consultant to request that the person be removed/replaced, I was advised that this could not be done because there is a pending claim relating to that individual.

I find this situation unacceptable and extremely disappointing. I have received conflicting information from Doves and 3Sixty Life regarding the status of my policy, the claim process, the debit order and the migration between the two entities. I have followed the instructions given to me, yet I am still left without a clear resolution.

I therefore request the following:

A detailed written explanation of the exact status of my policy at the time of the deceased person's passing and when the claim was submitted. Confirmation of whether and when the policy was allegedly lapsed, including the reason for the lapse. A detailed explanation of the attempted debit order, why it was reversed, and why the policy was not maintained when sufficient funds were available. Clarification regarding the migration between Doves and 3Sixty Life and which entity was responsible for my policy and claim at each relevant stage. A clear update on the status of my pending claim, including the reason for the delay. Confirmation of what needs to be done to resolve the issue and finalise the claim. Assistance with removing/replacing the deceased person on my policy once the claim-related restriction has been resolved. A written response addressing the contradictory information I have received from both Doves and 3Sixty Life. I would appreciate this matter being escalated to the appropriate complaints department for urgent investigation. I have been patient throughout this process, but the conflicting information and lack of resolution have caused significant frustration and inconvenience. I expect a clear, factual response supported by the relevant policy and payment records, rather than being referred back and forth between Doves and 3Sixty Life.

I look forward to your urgent response and a satisfactory resolution to this matter.

Kind regards