I spent a lot of time, emotional energy and some money responding to a stream of requests for information after filing a claim with G & M earlier this year. The subsequent process was slow and unhelpful - it felt like the claim was delayed on any pretext. For instance, I was told that the data from my GP's records, provided by an independent body as requested by G & M, was unacceptable (that decision was reversed but only after protest). My claim was eventually declined, and I asked why. Part of the evidence cited by G & M was a side comment I made to a physiotherapist in February 2026 that "I had difficulty putting my socks on". True, but not relevant to the decision and probably more reflective of G & M's mindset. I was also told I could re-apply 10 months after the policy started.I did so and went through another drawn out process, which eventually ended with a second letter saying that the claim had been turned down, but for a different reason from the first time around. I had wasted more than six months, and been pulled from pillar to post along the way. It was no comfort to learn that I could re-apply in two years time. I filed a formal complaint, not challenging why the claim was declined, but the delay in doing so. G & M could have given me that decision and its rationale up front with the first claim. If so, I would have had my operation at the beginning not the end of 2025. Either way I would have paid for it, but I would have improved my quality of life much sooner if G & M had been quicker and more professional.Given the way that the claim was handled by G & M, I suppose it's unsurprising not only that my complaint was not accepted but also that it was done in an unsympathetic and bureaucratic manner. I am now considering a complaint to the Ombudsman, something that I believe the insurance broker involved has already made.
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