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Review of the Royal London, Life Insurance:

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This is a disgrace

This company is a disgrace and clearly employs internal policies (which they won't share) to hold onto people's money. My father recently past away and had a life assurance policy which when I initially contact Royal London on the 3rd of Jan was told due to the type of product it wouldn't need Grant of Probate to pay out. I then submitted a signed will and death certificate as required legally for it to be released. Today (7th of Jan) I received an email stating they can't progress the claim as they need a Grant of Probate?? no explanation as to why. So after calling and requesting a call back I had a conversation with one of the breavement team who said in summary that they can't pay out due to the amount and that Royal London has "thresholds" that if the value is say one pound over the threshold they won't pay out even though all legal documentation has been given. So for example Royal London as I was told will pay out anything upto £100k without a is Grant of Probate but if you go one pound over the £100k you will need G of P! How ridiculous is that. They have no legal basis to hold onto the money but they have their internal thresholds to hold out paying! So in summary Royal London have no legal basis to hold onto money which is now owed to my family they do have their "thresholds" which has no legal basis whatsoever. This is clearly a way for Royal London to hold onto a deceased persons money as long as possible which is a disgrace! Also on the 7th the bereavement advisor "Josh" said he would send me an email that day covering the points discussed and stating they would let pay put due to thresholds and that they wouldn't share the documents. Guess what??? I didn't get that email ! Update as of the 13th after speak to a errmm so called Customer Relations case consultant who I must say was particularly rude and constantly interrupted me and talked over me! I explained in detail what had happened she then sent a response and wow she clearly wasn't listening very well and after playing email tennis the following day it was only when I phoned her she admitted she'd made a mistake. So multiple customer service failures on Royal Londons part which will be sent to the Ombudsman. Just incompetence at its finest.... Reviewed on: 16th January 2025

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