Total lack of compassion for a deceased client and no process in place to manage the transfer or closure of such an account!

This company is worse than useless and absolutely no system in place for deceased clients

We had two cars with their trackers in my partners name , in October 23 I asked them to remove one of the cars from the contract as it had been sold - due to my partner being seriously ill in ICU and with a terminal prognosis, I was told only the policyholder could request the change regardless of the fact that I held full power of attorney for him and he was at that point incapable of managing his own affairs. My partner passed in Nov 23, I have contacted them a number of times to request change to the account holder to myself - each time I have been promised a call back which never materializes. My partners bank account was closed in Dec 23 and since then they keep calling chasing payment - each time the situation is explained but the agent cannot make changes herself and promises their finance team will call , which of course never happens - so we in an ever repeating loop , the account details remain the same , they don’t get their premium and they keep calling to chase money from a dead person.

Somewhere they have made a note as they now ask for the account holder not as me or my late partner but as Mr first name (him), first name (me)

Every other company that I had to deal with to close or transfer the account responded professionally, had a process in place that worked and sorted things out - this is the only account still outstanding . I cannot believe they haven’t had clients who passed previously yet they seem to be completely unable to deal with it!