Legal and General’s Sensitive Claims Unit Showed Little Sympathy

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After my sister passed away in February Legal & General wrote to me stating that I was entitled to £ 14,000 from her pension scheme. This was followed by documents I had to submit, all of which were clearly intended for my son who has the same name but a different address. I informed them of their mistake and they sent updated documents which, again, pertained to my son, and this time revealed the amount. I called back and was told I was not a beneficiary after all.

Meanwhile, my 89 year old grieving father, who also shares my name, was told he was to receive £ 19,000 from his daughter’s pension fund. Again, the letter was intended for my son, but L&G had sent it to the wrong address.

As it turned out, L&G had lost my sister’s letter of instructions for granting her pension and refused to discuss it with her executors. The family has been assured, by the ironically named “Sensitive Claims Officer,” that we will receive an explanation and an apology. But we didn’t hear anything. Regardless of the money, it was extremely painful.
JM, La Vienne, France

Where to start with a mess of this magnitude. Having discovered the errors, it is incredible that L&G was not quick to explain and apologize. They only did so when they saw a headline looming, after which they agreed that “the level of service experienced is not up to the standard he should expect from Legal & General”.

They admit that the Sensitive Claims Department did not properly verify your sister’s documents and split the fund among the beneficiaries in her will, rather than those she had specified as beneficiaries. They were then taken aback by the fact that you and your son share the same name and admit their helpline lacked empathy and didn’t take your complaints seriously. It turns out that you are not, after all, a beneficiary of the pension fund.

The Head of Client and Client Operations requested a detailed report of your experience so that the many flaws could be corrected, and you received a call from a senior manager and a letter offering £ 500 of goodwill.

L&G adds, “We should have treated the matter more sympathetically when the error was brought to our attention, and that clearly made matters worse. “

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