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RIP the man from the Pru

Arrogance, incompetence, unprofessionalism and administrative shambles have sunk to new depths with the email about the change of terms for Prudential protection sent out on April 14.

In early February, we received an illustration for mortgage protection including critical illness and other benefits. Subsequently, it was decided to proceed with life insurance and critical illness only and a new illustration was requested in mid-February.

A week later, it had not arrived and we requested it again. On March 3, I telephoned as we had still not received the new illustration and was advised it had been sent out on March 1 as everybody had worked over the weekend.

On March 12, I contacted my personal broker to express dismay at still not receiving an illustration and one was sent.

This was submitted and acknowledged on March 31 with advice that it was currently taking 20 working days from date of acknowledgement to process applications.

The letter stated “therefore writing to reassure you that we are doing all that we can to process this business as quickly as possible and give you an indication of our likely processing time for your case”. We were also thanked for our patience.

Fourteen days later, we had an email advising us that any business which the Prudential already have in their offices – but through poor admin facilities have not been able to process – work will not be dealt with on the old terms under which illustrations were given and the customer made an application.

Taking into account the recent marketing activity by the Pru recommending the public to contact their IFA,one can only presume that from now on the Prudential will only be involved in direct marketing and links with major providers such as the Abbey National.

John Morton

The Ethical Partnership, Tavistock, Devon

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Guide: how to… communicate with your pension members

Effective communication of your pension scheme is a large part of getting auto-enrolment right. Delivering the same message to all employees is not necessarily the way to go. To assist you with the communication of your pension scheme, we have provided some key areas to think about, such as:

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