Liberty poor service

Liberty allowed my policy to lapse despite my repeated emails

I contacted Liberty Life because I could no longer afford the high premium on my life policy. I requested that the premium be reduced by half, completed the required forms and emailed them back.

Every document Liberty subsequently sent me was password-protected. Their instructions stated that the password was my ID number, but my ID number did not work. I sent several emails informing Liberty that I could not open these documents, yet the problem was never resolved.

This week, I received an email stating that my policy had lapsed because I had supposedly ignored their communications. This is completely unacceptable. I did not ignore Liberty—I repeatedly informed them that I could not access the documents they sent me.

I have paid premiums towards this policy and will not accept it being allowed to lapse because Liberty failed to address a problem with its own documents. I require Liberty to investigate this urgently, confirm that my personal and ID details are correctly recorded, reinstate my policy without penalties or further medical underwriting, and process my request to reduce the premium.

Policy number: *** I also received one telephone call from Liberty during the week. My phone was lying next to me, but it rang only twice before the caller disconnected. This did not give me a reasonable opportunity to answer.

Was this call simply recorded as an “attempt to contact me”? If Liberty genuinely wanted to resolve the matter, the caller should have allowed sufficient time for me to answer, tried again, left a message, or followed up by email.

Liberty cannot claim that I ignored its communications when I repeatedly emailed to report that I could not open its password-protected documents, and its telephone contact consisted of a call that ended after only two rings.