ReAssure Personal Pension Plan (CAS-84909-V2W7)

Ombudsman’s Determination

Outcome

The complaint should be upheld because L&G:-

1. failed to identify and properly consider all potential beneficiaries eligible for death benefits under the Policy as defined in the Plan Rules; and

2. reached its decision without establishing all relevant facts by making further enquiries, where necessary, when considering the distribution of death benefits from the Plan following Mr K’s death. 

ReAssure shall carry out appropriate enquiries to ascertain the existence of other potential beneficiaries, including their circumstances and relationship to Mr K, and other matters relevant to its exercise of discretion before retaking the decision. 

Complaint summary

Ms N’s complaint concerns the distribution of lump sum death benefits arising on the death of her father, Mr K, under a policy under the Plan (the Policy). In particular:-

1. Legal & General (L&G) did not make sufficient enquiries in 2019, to identify all the potential beneficiaries of the lump sum death benefits payable from the Policy.

2. L&G failed to obtain letters of administration from her brother, Mr C, before awarding him the entire lump sum death benefit of £61,514.26.