Last night I received a response back from the insurance company which was part of their review. They take full blame which is refreshing to see in this day and age with them highlighting the communication between their different sections the part letting them down.

I think this was overly obvious and why I contacted the CEO because if I had not I would still be fighting my case for payment. They mentioned the 3 addresses as being the problem which I explained in week 1 over 5 months ago. I kept my mothers address being in the UK plus they had my first South African address which was temporary plus my permanent address which is the property I own. I had this all verified and had spent over an hour on the phone slowly explaining this.

The person I was dealing with at the time was confused and could not understand the logic. The part that blew me away was 3 months later I was still answering questions on this topic and they wanted to delay the payment yet again as they had not updated their records. This would be on them and not on me as it was their own error yet again not using the information that had been provided.

What kind of surprised me in this review and apology letter was the matter of compensation was raised and they offered an amount and wanted to know if this was acceptable. I responded to say I was grateful, but if they would like to fully compensate me for my losses due to their incompetence then that would be agreeable.

I explained the airline tickets had basically doubled from April/May and I was out of pocket by £5K and thought that was a fair amount as it is more than that. They have responded today favorably and it looks as though they are going to pay this later this week.

From reading between the lines they have been told to make this right and at the same time to make it go away. Communication should be strong in any company offering financial services and the idea they have "teams" handling different areas and not talking to one another ,holding back information is kind of a disaster waiting to happen.

The bizarre part is the people on the front line receiving the phone calls answering questions etc can see all the information which also tells you the teams should have that same access. This is not the case and everyone works separately replying on others to load the correct information.

I am just happy this nightmare is behind me and not only did I receive the payment, but was also back paid the interest which I was not expecting. The compensation is the icing on the cake and was again not expecting this either, but just goes to show that contacting the right people does normally bear fruit. Once you involve those in charge to fix the problem it now becomes their problem and why things get done.

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