Mortgage Protection Decision Reference 2022-0074

Case OutcomeRejected
Subject MatterMortgage Protection
Reference2022-0074
Date02 March 2022
Finantial SectorInsurance
Conducts Complained OfClaim handling delays or issues,Failure to process instructions in a timely manner
Decision Ref:
2022-0074
Sector:
Insurance
Product / Service:
Mortgage Protection
Conduct(s) complained of:
Claim handling delays or issues
Failure to process instructions in a timely manner
Outcome:
Rejected
LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN
The Complainants hold a mortgage payment protection policy with an insurance company
(the “Provider”).
The Complainants’ Case
The Complainants incepted the policy in 2003. They assert that in March 2020 the First
Complainant was self-employed "when suddenly the country was placed into lockdown
...[and] business literally fell off a cliff overnight.” The First Complainant says that he
"suddenly had no income." The Complainants assert that they availed of the Pandemic
Unemployment Payment and a mortgage payment break from their mortgage provider.
The Complainants state that they contacted the Provider to make a claim under their
mortgage payment protection policy but were advised that it was "extremely busy with
claims and this would take a considerable amount to time to process." The Complainants
contend that they completed forms and uploaded them to the Provider's website.
The Complainants say that they received correspondence from the Provider dated 10 June
2020, stating that due to their failure to reply to their letter dated 6 May 2020, it
was withdrawing the claim unless [the Complainants] contacted them within 7 days.

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