I took out a savings policy from Clientele in 2007 via their IFA Presentation. I never received any correspondence from Clientele. In June 2012, I contacted their customer services to request this documentation as debit orders were regularly deducted. I was then informed that this policy also included dread disease cover. I informed them that I was diagnosed with & received treatment for cancer in the previous year already but I never knew about this benefit as I had never received the policy document. I forwarded all relevant info related to my diagnosis and treatment as requested by them. This year, I was further requested to forward my bank details- bank statement & ID copy. This I did on 7th Mar 13. I then received a call to say that the claim had been rejected as the cancer was not at stage 3/4. I asked for the reasons to be in writing. I appealed this decision as I was never informed of policy exclusions as I still don't have a policy doc to date. No response has been received. An expectation of payment was also created via the request of my bank details. I feel penalised based on exclusions which were never communicated. It is absolutely unfair, a violation of my rights.
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