I am a broker that sold this product to all my clients. I submitted a claim on thew 17 October and did take note of the fact that there will be a 21 day period for claim to be processed and paid out. Last week My secretary phoned to find out the status of the claim. her feed back to me was that the person she spoke was rude and just said the claim is in the cue and that the underwriters will work on it as soon as they can. It is nearly a month after the claim was send in. when I phoned them this morning all I was told is that it is with underwriting and if I haven't heard anything form them by Tuesday I must phone back.
I believe this is unacceptable. I have instructed my secretary to draw a list of all my clients that has complimed policies to get it changed next week as clearly this company can not deliver on their promises. A quick email to all my colleagues and contacts at Hereford and independent brokers to advice them of the poor service will follow to ensure that all their clients is also changed from Complimed to Zest life, Turnberry or Stratum.
I believe it is time that the Short term Ombudsman and FSB start looking into the shocking service and treatment given.
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