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Anger over Liverpool Vic admin reshuffle

Leading protection intermediaries are criticising Liverpool Victoria&#39s normally high service standards, saying they have fallen off since the firm announced plans to move life policy admin from Exeter to Bournemouth.

Life Policies Direct director Jason King and Lifesearch senior technical adviser Kevin Carr say files are being lost between the two offices and there is confusion as to which files are being dealt with by which office.

King says some clients are falling into a black hole after applying online, being accepted but then finding their int-erim cover expires before they get their policy documents.

Liverpool Vic head of external affairs Nigel Snell says it is aware there is a service issue and is putting procedures in place to address it, saying the problem has already improved a lot in the last month.

He says the firm had announced plans to move its life admin office from Exeter to Bournemouth but was negotiating with the technical company it had been outsourcing business to over keeping the Exeter office open.

King says: “We live and die by our reputation and we are just a broker doing our best but we are dictated to by the service from our providers. They are attracting business by having attractive rates but not backing it up with a viable service proposition.”

Snell says: “We apologise to any IFAs who have had disrupted service. We are looking at all issues and service levels have improved considerably.”

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