Not upheld: Unknown / needs review complaint against Sunlife Limited

Decision detail

Summary

Mrs S complained that Sunlife Limited mis-sold her two 'over 50s' whole of life insurance policies purchased in January 2016 and October 2018, claiming she believed she had taken out a funeral plan and was not given clear information. The ombudsman reviewed the available evidence including the 2018 call recording and sales documentation for both policies. The ombudsman found that Sunlife provided clear, fair and not misleading information about the main features of the policies, including that premiums were payable for life, there was no cash-in value, and the potential that premiums paid could exceed the benefit received. The ombudsman was satisfied the salesman adequately explained the policies and Mrs S confirmed she was happy to proceed. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman was satisfied that Sunlife provided clear, fair and not misleading information about the main features of both policies, including monthly premiums, benefits, when benefits would pay out, and cancellation terms. The 2018 call recording demonstrated the salesman clearly explained that premiums were payable for life, there was no cash-in value, and that Mrs S could potentially pay more in premiums than the benefit received. The ombudsman reasonably assumed the 2016 sale followed a similar process. The supporting sales documentation corroborated the information provided. Although Mrs S now feels misled, the evidence showed Sunlife fairly explained how the policies worked.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website