Aviva’s insurance let me down

I am writing belatedly about a £2,300 insurance claim that was disallowed over three months ago, although a small compensation payment of £118 was paid

by the underwriters. This

being repaired, you used your son’s and never had a problem with that.

Then you report that you were told that you could only have another phone if you accepted an upgrade and signed up with EE for a different two-year contract, starting now. Given the runaround you have had and EE’s failure to resolve the phone issue, the last thing you wanted was to be tied in with it any longer than you were already committed to – particularly for a higher price.

Only further to my involvement did EE, as a gesture, it said, of goodwill, send you a new, better phone with no strings attached. You say you are delighted with it and it is working delay came about because my wife has dementia and has recently been admitted to a care home. This means I have had more pressing matters to attend to.

As my wife’s medical condition worsened, I had to cancel a cruise. At the time of booking, medical advice was

fine. EE says, as you were unable to complete the diagnostic tests it had tried to run while you were on the phone, its customer services team has not been able to identify what the problem was. that it would be OK for her to travel. However, six months later, it wasn’t and we had to cancel it.

When we were taking out the travel insurance I had many phone conversations with TSB travel claims, which is run by Aviva. It advised that my wife’s

Your cover came from an added value policy on your TSB bank account, underwritten by Aviva.

Aviva was in full knowledge of all the facts and should have alerted you that you too should go elsewhere, as your wife had done for her insurance, rather than relying on the bank’s travel cover.

When the time came to claim, your wife’s separate policy paid up in respect of her cancellation, but your claim on the bank’s policy was turned down.

Further to my involvement, Aviva listened to the original call you made about the cover and concluded that the exclusion had not been fully explained to you. It is now, after all, paying £2,300 for your cancellation. Aviva has also sent £100 for goodwill. up at once. PayPal now telephoned you and told you that the account, or rather accounts, as one had somehow become two, had at last been closed.

A PayPal spokesman said: “Mr P had two PayPal accounts. The first account was closed within 24 hours of Mr P requesting its closure. The second account had been opened and largely inactive since 2010. We can confirm that both of Mr P’s PayPal accounts are now closed.”