Norwich Union Healthcare's new admin system is unable to find application forms which have been scanned, leaving a Sheffield IFA's applications in limbo.
Johnson Birkett IFA Nigel Thompson has been told that three forms for income protection cover have been lost despite being logged into NU's document scanning system. Thompson says copies faxed to NU have also been lost.
Under NU's new system, original documents are destroyed once they are scanned.
Johnson Birkett says that because of poor admin by product providers, it dispatches documents by recorded delivery. The firm says it costs 65p to register each piece of mail and the cost is mounting.
NU Healthcare product manager for IP Nick Homer says: “It is one of those unfortunate situations where there are genuine reasons for the poor service that Mr Thompson has received. With a new piece of technology, there are inevitably teething problems.”
Thompson says: “We can no longer blame Royal Mail for the loss of the applications. There is obviously a breakdown in communication bet-ween the new technology and the servicing areas.”