Pinnacle Mortgage Protection Insurance

Initially I was very impressed with this company, even when I submitted my claim they fairly quickly processed it and accepted it. I thought that was the difficult bit done, but was clearly wrong. They just do everything they can to delay actually sending the money, whatever they are making in interest for having the money that bit longer must be being wasted by the amount of time and effort they put into delaying the payments. My claim started mid February, it is now mid May and I haven't received a penny yet even though the claim has been fully accepted with no issues. First you have to wait 30 days to start your claim. Then you have to wait another 30 days for payment to become 'due'. Then they send you a form to get your payment 'released' but which has to completed AFTER your payment is due, so you were never going to get your payment on the date it was due. Payment is not 'released' until the form is sent back and processed. Processing takes apparently three days, but they don't start the three days until they get round to starting processing the form, so if they sit on it before starting to process it the clock isn't even ticking. Then it goes to the bank to be processed. I don't know what the next round of excuses is going to be...

All of this has to be done every month, so you are never going to get your money on the date it's due, or anywhere near it. If you think you are going to need to be able to rely on getting the payment to be able to pay your bills then this isn't the policy for you.

we have been dealing with this company for a while, during this period our experience has been awfull. They have now written to us out of the blue stating they are changing the terms and conditions to our medical plan, which effectively means they will only pay out when there are 32 days in a month - excuse the joke. When we have made a claim payment has taken an age, they wish to know the ins and outs of everything, which is a stalling act to delay payment. The Staff are rude and unhelpful.

If you need this type of plan, go with HSA a far more customer focused organisation

For many years we had paid into Mortgage protection scheme with Legal & General who are now under the umbrella of Pinnacle Insurance and oh what a difference that makes. My husband had the misfortune to have been made redundant and out of work for many months and these people have been nothing but problematic towards us. Their call centre staff are rude, disinterested and down right obstructive. How they operate has just added to the stress of my poor husband who never had a day of work or been without a job in 20 years and he is now suffering from depression and severe anxiety brought on by their uncaring way of dealing with their customers. They pull every trick in the book to avoid paying out on a genuine claim and continually try to move the goal posts and then treat you as though you are half witted. The supervisors/managers are of the same calibre as the customer service staff. You can ring 2 different operatives and ask the same question and receive 2 widely differing answers and that quite often leads then to mistakes. We went to their offices in person and it was just as abysmal face to face,just fob you off with half baked advice that always turns out to be faulty they will send you reams of paper via the post as a smoke screen trying to justify their rotten service. They know that any normal person under stress has not got the time or inclination to contact the Financial Ombudsman and they rely on this fact to stay in business. I would not recommend this company to anyone, they are more them awful, worst of the worst!

Having telephoned to see when our mortgage ppi would be going in,as it was 8 days overdue the help I got on the phone was diabolicle,the staff have no concern of there customers financial problems all they are interested in getting you off the phone as quickly as possible as soon as we can,we will cancel our policy with this company and go elsewhere.I would not recommend them to my worst enemy...........

What a typical bunch of tricksters.I have paid MPPI through Nationwide for years.On being declared redundant set in motion claim.No payment for your notice period,and then 60 days wait before your policy kicks in.Did the necessary at Jobeeekers,and enrolled.Had a holiday booked abroad during the waiting period for the MPPI to kick in.Being legal minded I notified the Jobseekers that I would be away for three weeks.It now transpires that Pinnacle/Nationwide have in the small print an exclusion clause that they will not pay out if not registered with Jobseekers.It is hard to see how a law abiding person can win.You work hard,and pay your insurance,and then they use every trick in the book to avoid paying.Avoid these overrated policies issued by Mortgage lenders.Always had a wonderful regard for Nationwide,and was very happy with them.How they can associate with this unfair tactic escapes me.You lose a good customer for a few shekels.BEWARE get your Mortgage Protection elsewhere.Shame on you Pinnacle and Nationwide.

On taking out a mortgage this company's details were supplied by the building society ( Leek united ) for redundancy protection. A change of circvulnerable meant that my employment went from permanent to temporary a fact that was sent in writing to Cardif pinacle along with the direct question " am I still covered for redundancy" . The reply far rom a direct one was a referral to terms and conditions however the company continued to take payments leading to a belief cover was still in place. Later in the year the employment was terminated. To add insult to injury the cover that premiums had consistently been taken for was refused. This company continued to take money from a vulnerable person knowing full well they would never provide the cover that was being paid for. I would advise anyone thinking of taking cover with this company to think on not only my experiences but those of others listed here.

this company are totally despicable.i was on sick with anxiety due to my husbands cancer.they said they would only pay out if i was under psychiatric treatment.they eventually paid 3 ex gratia payments.then i had to take unpaid carers leave to look after my husband who has just died.my mortgage insurance paid my mortgage but cardif pinnacle wouldn't pay my loan.would be interested to know whether they fall into this missold situation what you hear about.would like some advice if anyone knows.

disgusted customer

Avoid unless you like being called a liar, thief and fraudster!!.....I have made monthly payments to Cardif Pinnalce for 5 years now and I made an unemployment claim at end of March 2010. After the 30 day excesss, they advise it takes 3 working days from date they receive the jobcentre claim form for the premiums to be paid into your bank. However, they look down every avenue to avoid paying you the premium, and delay your payments for as long as they can "lawfully". I got my first premium in May 12 working days after the 3 working days they advised, even though they had received all the relevant paperwork from myself & jobcentre prior to the orginal 3 working days. This happened again on my 2nd payment in June 2010. They have now just sent out an individual claims advisor to MY house to check that I am not working and that my claim is not fraudulent! I have had two payments from them and find this to be impulsive service & very rude. As soon as i get a job i will be canclling my insurance with them.

I have been over insured because of a works policy and although we have submitted evidence of this they refuse to be fair and pay back the premiums paid. They say that my works policy would have to be reduced by their MPPI insurance (although the works policy costs us nothing and also the works policy pays out until retirement and theirs is only for 12 months). Why would anyone want to pay for a policy that they were already insured for? They TOLD us in a phone call before we actually went ahead online that it would be OK to claim on both. Apparently it would but only for our other BETTER policy to be reduced by their policy amount. They forgot to mention that bit. My complaint is now with the Ombudsman.

avoid this company.my late wife signed up to this policy through loyds tsb where she had her bank account,sadly my wife has passed away, i made a claim 18 months ago and they are trying every wich way to not pay out.i have supplied everything they requested including grant of probate witch they didnt realy need,i have got in touch with watchdog about this company, i would strongly suggest that any one having problems like mine do the same and lets get the ball rolling on this company.