Adviser demands redress for mistakes by PruHealth

An adviser has called for compensation from PruHealth after claiming the company refused to take full responsibility for failings by its customer service department.

Mark Osland, director of Croydon-based Formula IFA, received an apology from the company after it admitted that “internal confusion” led to delayed responses to the adviser’s enquiries, but stopped short of offering redress.

In a response to Mr Osland’s complaint, seen by Financial Adviser, PruHealth stated: “It is clear there have been a number of system and process issues which have led to some administration errors on our part and additional time on your part to resolve, and for this I would like to apologise.”

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However it added: “There is also a substantial amount of additional work created for both Formula and PruHealth to rectify issues caused by the actions of Formula Ltd. Reflecting on these circumstances in light of the existing PruHealth policy not to offer compensation to intermediaries for administration errors, I regret I am unable to agree to any compensation.”

Mr Osland disputed PruHealth’s response and said a paraplanner had been instructed by PruHealth to set up as registered individual after experiencing problems with accessing the policy system. In his response, also seen by Financial Adviser, Mr Osland said this “set off a train of unforeseen problems that took PruHealth some time to correct”.

A spokesman for PruHealth said: “There were a number of errors on our part which were addressed fairly quickly and we have written off a substantial amount of money involved as a goodwill gesture. But we maintain there were failings on the firm’s part, which have been also been accepted and rectified.”