Prudential annuity (PO-28640)

Ombudsman’s Determination

Outcome

I do not uphold the Estate’s complaint and no further action is required by Prudential.

Complaint summary

The Estate’s complaint against Prudential is brought by the late Mrs R’s daughter, Ms R. The complaint is that Prudential was not willing to make payments to Mrs R following the death of her husband, Mr R, until it had received additional evidence of her identity. It had asked for a letter from the care home where Mrs R was residing (the Care Home) confirming her residency.

Ms R does not agree that the letter from the manager of the Care Home would verify Mrs R’s identity. She says that Prudential should review its procedures and agree that it is not appropriate. She would like the money that was due to Mrs R to be reimbursed to the Estate, with compensation.