Catalogue of errors at Legal & General

Mrs D.E.F. writes: I am sending you details of my recent experiences when trying to cancel my late mother-inlaw’s home insurance. Legal & General’s procedures for this are shockingly inadequate. YOUR mother-in-law died last December and as her executrix you gave Legal & General her death certificate. You asked that her home remain insured while it was up for sale.

It was sold in March and the insurer agreed a premium refund of £60 was due, but had trouble understanding that this could not be sent to the deceased’s bank account. More than a month later the refund arrived by cheque – made out to the deceased and sent to her home, which of course had been sold.

There followed the predicable series of promises to call you, but no call came. When you complained, you were promised the refund plus £50 compensation. Legal & General apologised – but spoiled this by sending the apology to the deceased’s home.

Next you received two cheques, but both were payable to the deceased and had been sent to her home. You were then promised the refund plus compensation of £150, but you still had not got the £60 refund. Legal & General has now sent it by bank transfer, which is what should have happened in the first place.