ReAssure Protected Rights Plan (CAS-99802-R7C9)

Ombudsman’s Determination

Outcome

Ms N’s complaint against Reassure is partly upheld. To put matters right, ReAssure shall pay Ms N an additional £600. That is in total £1,000 for serious distress and inconvenience less the £400 ReAssure has paid Ms N.                                                   

Complaint summary

ReAssure did not correctly process her claim for Ill Health Early Retirement (IHER) when she contacted it in November 2021.

ReAssure delayed sending her the claim form and sent conflicting information about the amount she would receive and the amount she finally received was approximately £900 less than expected.

There were no accessibility or reasonable adjustments in place to help her process her claim.