Hi First I have to thanks to the users of this forums because it thanks to much of the info I got from here that I was able to claim a few PPI £!! I finally manage to claim some of the PPI that WELCOME has misold/forced me to take with a few loans I had with them over a few years, even though pre 2003 they referred me to the underwriter - AVIVA, for which now I am waiting for a reply. My question is related to a worthless healthcare insurancce that they package together with the PPI, even after I had disclosed that I suffered from several health problems, which would make impossible to ever made a claim, but again due to the desperation and urgency I took the loans anyway! On the refund WELCOME offer this premium is not included but I believe and once they accept the liability on the misselling, I should be entitled to the refund of this healthcare insurance on top of the PPI refund, and the same for any future offers from AVIVA= which was the underwriter of the PPI and healthcare ins. pre 2003. Does anyone have any advice or experiences on claiming this? Finally, I took a joint loan with directline loan back in 2004, for which my ex=partner manage to claim the PPI but I never got a cheque, and I thought the guidelines are that all parties involved should equal parts of any refunds, or am I wrong? Once again thank you all.

A friend of mine has been contacted by the Motor Insurance Bureau via snail mail with a letter claiming that she was involved in a accident in December of last year regarding an Uninsured Drivers Agreement. The letter reads Does any body have experience dealing with the MIB, as my friend assures me that she was indeed insured on the date mentioned and that she was no where near the location that is stated in the letter for where this 'accident' supposedly occurred, she hasn't been involved in any accidents since purchasing this vehicle and has asked me for assistance for what she should do next. If any one could give me any advice for her it would be greatly appreciated.

Hello I have recently moved so didn't get my renewal documents. I have been a bit sloppy with my emails as well unfortunately. I received a text today from my car insurance co asking me to call them urgently which I did right away. It was from the collections department. They told me my card had bounced so they was unable to collect my premium. They had subsequently spent ten days trying to contact me to no avail so my policy had been cancelled. They told me I had to start a new policy which I have done and paid in full. I did this all at the office whilst at work and was panicking that I wouldn't be able to drive home. I have subsequently came home and started to research my situation. It seems I should have tried harder to reinstate my policy and I also didn't declare that I had had insurance cancelled when filling in the form. I'll call them tomorrow to correct this mistake. I want to know whether it is likely I can get the policy reinstated? I have been with that insurance company for several years, not that will count for anything I'm sure. Also, will the authorities catch up with me for the time I have spent uninsured? I'm worried I will be punished for not having any insurance. Any advice/opinions appreciated Thanks

Hi, I am hoping someone here can give me some advice as I am really worried about this I changed my home insurers to John Lewis (from NatWest) in January this year. No specific reason as I was always happy with NatWest but my premium had increased so I shopped around. To my knowledge I gave JL details of all previous claims (i.e. I am not aware that I failed to mention any) and I did not take out no claims protection or did I benefit from a no claims reduction in my new policy. In June last year I claimed with Natwest for a damaged speaker under the accidental section of my policy. Last Thursday my daughter dropped one of my wireless speakers and it was not repairable so, given the cost of it (£499), I contacted JL to make a claim. They offered me a cash settlement which I was happy with but then called to say that "due to the number of undisclosed claims" they would be referring not only my claim for the speaker but also my entire policy to their underwriters. Today I get a call from the Cotswold Group wanting to interview me over the telephone about my claim. I didn't answer because I was in a meeting. I googled them and they are private investigators and insurance fraud specialists I then received an email asking me to make an appointment to discuss my claim and policy naturally I am very confused and scared as to why JL have instructed them to contact me? I decided that given the simplicity of the claim I would call JL to advise them I no longer wanted to proceed as it all seemed rather odd. The chap I spoke to said "I will pass this on to our specialist team" which again caused some alarm. He was very abrupt and then literally minutes later I get another email from The Cotswold Group saying this: "I have received a call from John Lewis to advise of your call mentioned below. They have confirmed they are unable to accept the withdrawal of the claim as we have been appointed to carry out further enquiries in relation to your claim and policy before any decision can be agreed." They are INSISTING I speak to them and I am thinking Why am I being investigated for what JL obviously think is insurance fraud by a team of private investigators specialising in "deep web mining"? Even if i did omit to mention the NatWest Claim last year it was definitely not on purpose! I am quite literally terrified now. Can someone please help or explain why they are doing this and how I should respond to the email from The Cotswold Group. Why are JL refusing to allow me to drop my claim??

Does anyone have the name, postal address and if possible email address for the CEO /MD of Swinton Car insurance please?

go after Aviva as the under writers then. http://www.consumeractiongroup.co.uk/forum/showthread.php?473350-Aviva-as-Underwriter-PPI-Endeavour-Personal-Finance-HSBC&p=4985203

I was at Sainsbury's last week and sitting in my car in the car park, reading my emails before I went into the shop. Engine was off and I was stationary. Suddenly an almighty thump from behind. I jumped out thinking someone had reversed into me, but found that the car that had hit me had no driver. Turns out the dozy bint had parked her 4wd without putting on the handbrake, or put it in gear and just waked off into the shop. Plenty of witnesses, and video. The lady came back and admitted fault, but asked to send her the quote to fix to avoid having to claim on insurance. Got quote - about £1k. now she says thats more than she thought, so is "thinking about" claiming on insurance. Now, in the past I was a bad boy and have a drink driving ban (now finished) but my insurance is very expensive already because of this, and I don't want to make a claim, both because my excess is high and also because it will further hit my premiums. Also I AM NOT AT FAULT! Anyone have any advice on how I can proceed with this? DOnt report t omg insurance company, and instead do it through small claims court? Any other suggestions.

Long story slightly shorter. We had a other party fault accident last year, which is been sort of resolved, although I do have a complaint in with the Legal Ombudsman regarding this. However for the past 3 weeks I am constantly being bombarded by calls from supposedly different companies all with a Manchester selection of phone numbers, all want to talk to me about last years accident. Today I had enough so I questioned the company of the day, as with the others I give no information out and I confirm or deny nothing BUT this guy knows whre the accident happened, who was involved, the street, the other party's name and everything. He said my insurance company can legally sell on my details on this accident for TWO years. He also said we are due a payment between £2500-3000, I assume that's a pile of poo, although I'd love for one of you to confirm otherwise! So to confirm my question - is the true, that they are selling my details on and is there anyway of stopping them?

About a month ago i received a Court Find in the post for around £350. I sent a letter asking what the fine was for. I got a letter back saying that on 26/03/2015 my car was found not to meet the insurance requirements. I have had the same insurance company since at least 2014 and it renews automatically every year since. I even phoned my insurance company and checked with them the exact date in question and they confirmed that my car was insured on that date. The letter said they are holding off on the fine until the 10th of June to give me time to contact them on the Phone number on the letter. i called them and they simply told me i have to contact the court direct that the Hearing took place. The next problem is i cant find any contact details on the internet for the Court which is the West Hertfordshire Magistrates Court. Any advice of what i can do to sort this issue would be great help i am now really stuck and really don't want to pay a fine for some thing i should have never been given in the first place. Thanks

Apologies if this is in the wrong forum, I have spent many hours going back through statements and other related paperwork. I have kept every scrap of paperwork so have proof of everything I refer to below. I would appreciate your help in what to do next. I have tried to summarise events as best I can. The things that stand out to me are the Mortgage Protection & Income Protection did I really need both and that Norwich Union would pay the bank commission for arranging the policy. There just seems too many Critical Illness/Life policies at this time the total we owed around this period was about £45,000. Looking at it now it just seems over the top. I am no expert and will stand corrected obviously. I would really appreciate it if someone would take the time to have a look through and advise what I should do next if anything. If there are any questions then I will do my best to answer them as soon as I can.Thanks in advance. Regards Will INCOME PROTECTION, ENDOWMENT POLICIES, CRITICAL ILLNESS, LIFE POLICIES 1984- 07.10.08 CIS Cooperative Insurance Policy Number xxx6695 This was the Insurance policy against Endowment Mortgage account Number 40-xx-xx xxxx2998 (xxxx8196) Interest Only Mortgage Guaranteed Death Benefit/Target Amount on maturity £19,000 CIS Premium: £39.06 15.08.94 Midland Repayment Protector IPT will increase your MRP premium from 1.10.94. your monthly premium £10.47. 20.09.95 Midland Life Mortgage Endowment with Critical Illness Benefit Plan xx4339R To be issued by Midland Life Limited on the lives of Myself and Wife. 1995 - 2006 Cover £10,000 Term 11 years Monthly Premium £60.30 03.10.95 Midland Level Term assurance policy with Critical Illness for Me sum assured of £52,054. On a Single Life basis for a term of 18 years. Policy xx9914L-01 1995 - 2013 £34.06 per month. 03.10.95 Midland Income Protection for Me after 26 weeks Premium £11.52 per month. 03.10.95 Norwich Union Healthcare will pay Midland Bank commission for arranging policy. 01.12.95 Norwich Union Healthcare Safeguard Income Protection Policy Number Insured me xx8593Scheme 26 wk DP/IND Link Monthly Benefit £518 Premium £11.52 10.04.96 Midland Mortgage Repayment Protector (MMRP) Insured Person Me Policy Number. MBRP xx9966 Monthly premiums £8.70. 04.09.1997 Midland Life Policy (Joint Policy)Mortgage Protection Plan with Critical Illness and Permanent and Total Disability Benefit Policy Number xx9542B Insured Persons Myself and wife Amount of Life Cover £10,500 decreasing over the term of the policy. Commencement Date 02.09.1997 Expiry Date 02.09.2007 Premium £13.68 20.10.2000 Norwich Union Healthcare Safeguard Income Protection Ref xx8593 (HSBC-was Midland 31.10.95) Commencement Date 01.12.95 Monthly Benefit £575 Premium £ 21.53 April 2005 HSBC Letter Mortgage Repayment Protector Policy MBRPxxx849 To say that the policy is administered on behalf of the Insurers by FirstAssist Insurance Services Limited, future DD will be collected by FAIS Limited instead of Royal & SunAlliance, w/c 22.05.05 12.04.06 HSBC Mortgage Payment Repayment Protector Policy Number MBRPxxx849 Monthly Benefit Increased from £550 to £1,300 Monthly Premium £77.22 (27.04.06) 20.10.09 Aviva Income Protection(see 03.10.95) Midland Bank/Norwich Union Agent Name HSBC Bank Plc Policy Number xx8593 Premium Monthly £32.67 Payment Due Date 01.12.09 Monthly Benefit £733

I have been trying to get house insurance but because I have a CCJ nearly 3 years ago, nobody seems to want anything to do with me. Tesco asks about CCJ's at the very end of the online application. Has anyone else had this problem and why penalise people when they are trying to get back to financial normality. We both work full time, and the CCJ from Nationwide is being paid off, and it was from when I was off work for a year, and for 6 months couldn't pay anyone. Two burglaries also, and lost two cars within six months. any suggestions as to how an honest person can get insurance. thank you in advance

Hi and thanks for any help in advance. I kind and generous person hit my car whilst it was parked outside of my house yesterday, they left no details sadly. I then phoned my insurance to register the claim and they did the DVLA conference. At this point the DVLA decided they could not continue and would not give a reason why as there was a third party on the line. I then phoned the DVLA to obtain the code to view the licence details and I was told that I have two licences why is news to me and they would not release any information until this resolved. They will not give me a time scale and needless to say that the Insurance people will not get my car repaired until they have this code. I am stuck between the DVLA and the insurance and I wondered if there is anything I can do to speed the reapirs up. Any help is appreciated although I fear that I am stuck until the DVLA finish whatever it is that they are doing.

Good afternoon, I have recently found my original finance agreement from Welcome Finance in 2007, for which I believe I was mis-sold shortfall insurance on the agreement. I was told by the salesman that if i did not take the shortfall insurance, then i would not be provided with finance. I had no idea it was optional until recently. I have contacted the FSCS in relation to starting a claim as per the Welcome website, I have the original credit agreement however, I have no details as to who the shortfall insurance was through as a) I was not given any documentation by Welcome other than the credit agreement and b) I never had to make a claim. I cannot contact Welcome as they are no more and want to have as much information as possible for the claim. Naively, I thought it was via Welcome Finance but it appears that was just the credit agreement. Can anyone assist with identifying who the shortfall insurance was through? the date i tool the policy out was April 2007. Any help appreciated

I was caught speeding in a 30mph and pulled over for checks, when the officer checked my insurance he said it was coming up as only my partners name on the insurance. To cut a long story short, the insurance company had made a mistake on the policy, I have never driven without insurance in all my years of holding my licence. I was sent a plea form through which I filled out online including mitigating circumstances. My fine came through the post a week or so later with 8 points and a £1000 fine (without the speeding included) is this common for a first offence with mitigating circumstances? I have since contacted the magistrates who claim they hadn't received my plea.Can I appeal the fine and points?

Hi, i'm looking for a little bit of advice. To try to sum up, I had two cars and two insurance policies. I sold one of the cars a few months back and never cancelled the insurance policy. I also had a third car which was off the road and being repaired and had no insurance. The repaired car was picked up by myself and being driven home when it was involved in a bump (My fault if I'm honest). No injuries but the police did attend and I was given a producer. I spoke to my friend who is in the police and he said simply produce the insurance docket for your car which is insured which would cover you to be driving third party. That's all been done and the police are fine with that and don't seem to bothered that the actual car I was in was uninsured. I then swopped the reg number on my second policy to that of the now damaged car so it is now 'insured' although it's looking pretty badly damaged at present. I'm just looking for a little advice on how to process all this. I have reported the accident to the insurance company I used and presented to the police and they said they would call me back to process the third party claim, I have given them the police reference and my friend tells me they will basically get the details from the police and the insurance companies will settle it themselves. My worry is that would they have some exclusion on me driving another car if that car doesn't have insurance and if so would they be able to find that detail out very easily? Secondly, I now want to make a claim on the fully comp part of the other policy in the hope that they will repair the damaged car. Technically it wasn't insured at the time of the accident but if my claim is for general damage am I in a sticky place if I say I've driven into a wall or something? I know what I've done is not strictly correct but to be fair I've had two policies fully paid for right through but I dont want to have either of the claims denied on technicalities. Finally, if they reject the third parties claim could I be liable for their costs? Sorry, it's a bit long winded!!

A bit of advice would be appreciated with the following - Took out policy online with OneCall Documents were requested as usual to be uploaded to my policy portal I have 2 "claims" on my policy The first is a non fault claim for which I have the paperwork to confirm this from the then insurer. I uploaded this document and subsequently held calls with OneCall to confirm that this document was received, read and understood. Also to confirm that this particular "claim" would not affect the agreed quoted price of my policy. The second is a windscreen replacement which I was advised at the time would not affect my claims record. I could not find the insurer at the time of the windscreen replacements details and therefore explained to OneCall that I would hunt down the info and then share with OneCall. I requested the date and the vehicle reg (I have a couple of cars both insured in my name), so I could hunt the details down asap. They could only share with me the year - which was a start. It proved that the time limit that OneCall was pushing on me to find these details was not enough for me to confirm as OneCall started pushing cancellation notices on me. I requested some guidance from OneCall on how I could contact the central claims database and request all the details held about me to resolve this sooner. I was advised to write to the Motor Insurers Bureau, send the fee and I would receive this info. Which I duly then sent off as advised. On the last day OneCall had given me before the cover expired, I was on the phone (I called them as I knew I had to resolve) I explained the situation that I did not have the details of the windscreen replacement, so to keep me insured I said please continue to cover me and I accept any additional charges for the claim - and asked what these were. The agent on the phone said they were not sure if they could do this as the policy was due to expire at midnight. You can imagine I immediately asked why, please explain, please transfer me onto someone who does know and can understand how to resolve this. None of the answers to resolve came. I also confirmed if the agent could see the first uploaded document - to which I now got a no - we havent received it. I uploaded again whilst the agent was on and she said that she wasnt receiving it but did have issues with her pc. I asked her to log on to another PC or indeed ask a colleague to help. None available. I was told however that due to the technical issue of them receiving documents and they could not answer my request of just insure me with the oe claim (until I can confirm and share later down the line) that the insurance would indeed not expire overnight. I was told that I would be contacted in the morning to confirm and resolve one way or the other. The next day came. I did get a call. I missed it. I did return the call soon afterwards (I was working) and then got cut off whilst we were discussing my account. I called back - no answer - had to jump back into my meeting at work. Called again same day and they confirmed that my insurance was cancelled as I had failed to provide the documents. Quick recap - one set of docs were confirmed to be received - plus I had 3 successful docs uploaded from their website over the period of doing so. The second set I didnt have but said please insure me with knowing I will accept a claim on file until I can resolve. Insured with someone else. Done. Next received docs back from Motor Ins Bureau. Nothing in regards to claims are recorded. Just the years and vehicles I was. Next I receive letters from OneCall Debt Recovery demanding £246.41 saying that they will take this amount from the card used to take out the policy. Which I had to cancel the card as I had 48 hours from which the letter landed to when it would be taken. Cancellation charges - Insurance Cost 1,751.89 Charge for time on cover 293.42 Broker charges during the policy term 39.00 Discounts applied to the policy 74.74 cancellation charge 55.99 Total cancellation cost 388.41 Amount paid (deposit) 142.00 Balance 246.41 Shortly later I have received another letter which includes an additional £25 charge for a handling fee. Balance now £271.41. 7 days to pay or court enforcement action will be taken. The letter is dated 13th April. The original cost for the quoted and accepted insurance was 950.00... How would I deal with these incompetent bandits? Cheers!

Hey guys...Happy belated Easter I need your help and advice. All your information is highly appreciated. I was driving in the morning(3rd of Feb) when I was suddenly pulled by police. Police stopped me because their system showed up that I did not have an insurance. I was trying to prove that I had an insurance but I could not. To make it short, they seized my car and took it to the compound which then I had to pay £150 to take it out. I had to provide Insurance Certificate in order to take the car. Nevertheless, in order to take the car of compound - the car must be insured for 28 days(e.g If I want to pick up the car from compound on 1st of Feb - I need to make sure I have insurance till 29th of Feb). Surprisingly, they released my car even though my insurance was only left for 23 days(which means less than required 28 days). For my insurance, I paid annually so I insured my car on 24 or 25 February 2016, however the car was Audi A3 S Line. After, when I bought BMW, which was in October 2016, I transferred the insurance from Audi to BMW. When I bought my car, BMW, it had the number plate [redacted]. I changed the number plate on [redacted] and I told to insurance that I will change the number plate but when I changed it I forgot to confirm to them. However, I told to DVLA straight after I changed my number plate and I received all the documentation V5C, etc. Also, I am the number plate owner. I am about to get 6 penalty points and £300 fine for 'no insurance' even though I had an isnurance, however if I provide Indemnity Letter my case/fine will be dropped. If I don’t pay fine I will have to go to court - which is due 30th of April:|. I contacted insurance company and they said that the mistake is from my side therefore they won’t provide an indemnity letter. Brokers called One Call Insurance, however the actual company is XS Direct - they are arrogant as hell. I contacted Financial Ombudsman Service (FOS) for help, and they are investigating my case but the problem is that I even do not know what to expect from them. I have been waiting for investigations since Feb 4th(first waiting for the insurers and now FOS). I am very lost, please help! What shall I do? My court is due 30th of April 2017

When I purchased my house I used the services of a financial advisor who also sold me health insurance policy to cover the mortgage at that time. Recently on speaking to a colleague at work, she has the same cover for a quarter of the price I am currently paying. I feel like Ive been pressured by the FA to take out a policy that was far more expensive than I needed to be paying. Is it possible to get my premiums refunded for this, or do I have to forfeit them if I cancel it and move to a cheaper product? Feeling really let down by someone I thought was giving me sound advice.

Hi All, Just looking through my mortgage statements with Mortgage agency Number five and every year since i took it out (2007) there is an annual amount of £40.00 taken as an insurance fee! Would this be PPI? what else could it be? thanks

I'm the executor of a will and the estate includes a property. The relative has died just before the insurance is due to be renewed and I'm having problems finding cover. I'm being told that I can insure it as a second home once probate has been granted but until then I can't. I'm guessing that because I'm not the owner yet I have no insurable interest in their eyes. I can't be alone in this situation. Is it really impossible to insure a property throughout the process of probate?

My house was flooded last week as the ball cock broke off in the tank in the loft. Loss adjustors have been appointed and drying company and electricians have been out and set up a separate power supply to start the drying process. I am in a hotel staying that the insurers have arranged. Loss adjustor came on friday and had a good look around took photos and asked me some questions. One of the questions was did I have any criminal convictions or CCJ'S. I said not to convictions and that I had a CCJ about 9 years. I think it was paid but really cant remember as I was in a very bad period in my life at that point. A lot of my paperwork from then has been thrown away ( in error ). I believe that CCJ information disappears after 6 years so I dont think I can check. I have looked through my paperwork for the insurance policy that covers the damage and the question about CCJ'S does not appear only questions about convictions and being bankrupt. Both of these I answered no to as that was the case. I just wondered why the loss adjustor asked and would he be referring to CCJ's from the last 6 years ( of which I have none ). I looked at my sisters insurance papers at hers today and her insurers NFU ask about CCJ'S aswell as IVA's and Bankruptcy. But they then say they are only interested in CCJ' whether unsatisfied or satisfied from the last 5 years. I dont want this to be a reason why they dont pay out and I did correctly answer the questions when I took out the insurance. Am I worrying for nothing?

More for BankFodder and unclebulgaria67 I reckon, but any opinions welcome. I've just been reading through this thread http://www.consumeractiongroup.co.uk/forum/showthread.php?472019-MCE-Insurance-cancelled-policy-on-a-technicality-Conviction-quashed-ICOBS And I've read it with some interest. For a start, it's the first I've ever heard about ICOBS. Anyway, long story short, going back to the start of August 2015 I had an accident in my car in the early hours of the morning on the way to work. Swerved to avoid a deer that had run in to the road, turned the car over and killed it! (The car, not the deer). I was at the time with Co-Op insurance (no fear to name and shame here), the vehicle was recovered by them (their agent), the claim commenced, loss adjuster attended and inspected the vehicle and an offer to settle was made by the LA over the phone £700 (it was a get me to work car). A week or so later (20th August), I got a letter from Co-Op telling me that they would be refusing the claim as the vehicle was fitted with a "K&N induction kit" and I had not told them when I took out the policy. To be perfectly honest, I didn't even know what a "K&N Induction kit" was until I got their letter and Googled it. I replied via email, stating the above, and they seemed to accept that I was a numpty when it comes to how cars work (no real argument there) and they reinstated the claim (or so I thought). On 8th September, I got another letter from Co-Op refusing the claim as the vehicle was registered in my partners name and not mine, and when I'd filled out the form online to start the policy, I'd ticked the box to say that the vehicle was owned by and registered to me. Now, Co-Op's own website (certainly at the time, if not still), in the Q&A section says... Q: Does the policyholder have to be the registered keeper? A: No, the registered keeper can be the policyholder or the policyholder's spouse/civil partner. I have a screenshot of that just in case they've since changed it I really can't see how who the vehicle is registered to increases the risk. So, the question is, did Co-Op have the grounds, based on the fact that the vehicle was registered to she who must be obeyed, to refuse the claim? Or can I go after them in some way using ICOBS to get the £700 that I was offered? Thoughts...

Dear Caggers, long time member on the Motoring Sub forum, now have a problem in the (to my untuitored eye0 murky world of HMRC enforcement. It takes the form of a demand for 'Payment due £xxx' on form HMRC12/15 and is headed Self-employed Class 2 National Insurance contributions (NICs) due It shows a summary of outstanding liability periods (all of which include higher rate for late payment). 29/06/75 to 10/04/76 11/04/76 to 09/04/77 10/04/77 to 25/06/77 The form threatens me with reduced pension rights/benefits if I do not pay. It also threatens that a private debt collection agency May contact me. (I am aware that a DCA has no power so am not worried by this) I am 72 years of age and have deferred my state pension, but my forecast is that I have 46 years of full contributions up to 2009 (being my pension age), with the minimum requirement for a full pension being 44. I do not have records going back that far, not sure that many people would, but I have been able to create a date line which gives me confidence that I registered for self employement commencing 01/07/77. This would equate with the above periods when I was in low paid employment, or was unemployed. Before I try ringing the 0300 number provided, I wondered if any of you more knowledgable posters could give me any suggestions with how to deal with this. I expect that if I do speak to someone, their birth date is likely to post date the relevant period. Also, how common is it to go this far back without previous notification of potentially missing contributions ie, 'last year you missed ....etc' Any advice would be very welcome.

Hi everyone, i would like some advice please I have had an insurance policy for 11 years and i am claiming under the permanently disability rule that I can no longer do my job. I have now been informed by the hospital that i will have to wait 55 weeks for my operation which means that it will maybe be February 2018 before i get the operation.. I will then be on the sick for about 14 months with only benefits to keep me going. After the operation I will have 2 months recuperating time and even then I might not be able to go back to work . Is there anything that I can do to make the insurance company pay out or will I have to go to the ombudsman. Thanks i appreciate any help in this.

Hello Everyone, This is a piece of advise for my mother who is currently going through lots of old paperwork. Back in 1990, she and my grandfather bought a house between them, both named on the mortgage with the Nationwide. Both her income and his pensions (he was 70 at the time) were used to get the mortgage. Both had to have Decreasing Term Mortgage insurance linked to the property in the event of either of them dying as it would clear the mortgage. In 1992 my grandfather died and whilst dealing with his affairs, my mother (and I as a teenager) visited our local NW branch where we were told that the mortgage would be cleared in full due to his death. The amount at the time was circa £20000. This was a Friday afternoon and I clearly remember how relieved my mother was as this was a huge pressure lifted off her mind. Our home was secure. We had been asked to return on the Monday morning following which we did. On arrival my mother was taken aside and apologised to by a senior member of staff. There had been a mistake. Due to my Grandfathers age (72) the insurance would not pay out as he was not covered. The premiums were up to date and like I said the policy was sold less than 2 years previously. Apparently he should never have been sold the insurance policy due to his age at the time of taking out the mortgage. My mother was very upset and the member of staff apologised again stating that due to the mistake, the NW would refund the policy payments made. It was a few hundred pounds and no where near the £20000 she was expecting to be getting paid out that day. And that was that. Back then with no internet and my mum was a lay person, she took what the NW said at face value. She was a long standing customer 15+ years at the time and trusted the staff to know what they were saying - even though they had messed things up big style when selling the policy alongside the mortgage less than two years previous. Ive tried looking online but to little avail as this seems quite a rare instance nowadays. Can anyone advise as to the best way to try and gain some redress with this issue please? I think it was handled appallingly and NW should have swallowed the mistake back then. Thanks.