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Supermarkets shun questions over cover

Sainsbury’s responds to survey but no reply from Tesco, Asda and Boots after one month

Three out of the four retailers contacted about their life insurance sales processes have not responded to basic questions a month after they were posed by Money Marketing.

On December 20, MM put six questions to Tesco, Sainsbury’s, Asda and Boots, asking them about key campaign themes – their complaint-handling procedures, claim statistics, cost and comprehensiveness of cover, inheritance tax and assessing customers’ financial knowledge.

Sainsbury’s Bank, underwritten by Legal & General, is the only retailer to have submitted a response after four weeks of chasing the firms.

Sainsbury assumes that customers will already have sufficient knowledge of their protection needs before buying direct and stresses that customers can complain through its own complaints department or, if still dissatisfied, seek redress from the Financial Ombudsman Service.

Sainsbury’s Bank spokesman Phil Anderson says: “There is no evidence to suggest that by switching to the bank, people will necessarily get less cover. The bank’s life insurance product offers good cover. People who buy their life insurance direct should know what sort of cover they need.”

He says the bank’s key features document recommends seeking IHT advice if required.

Asda Life told MM on December 21: “Our financial services team are looking at these questions as we speak. I will get back to you as soon as we have res-ponses.” As yet, no response has been received from Asda.

Tesco and Boots have so far failed to acknowledge the enquiry.

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