A significant portion of votes are 1 star, primarily from mid-2025, while there are a few 4/5 star ratings before that. What has happened? I’m firmly in the 1 star camp unless there’s a change. My income protection claim was submitted on 20/11/2025, and I feel like I'm being treated unfairly. In my line of work, we prioritize empathy and kindness for vulnerable customers, yet my experience with this service has been quite the opposite. Many of us are struggling financially and have been for months, with no support from family or friends. I’ve gathered all necessary documents and incurred expenses for medical visits to get them signed. Despite having medical evidence from multiple doctors stating I can no longer work the same hours, my claim is at risk due to a 'backdated' medical certificate. The information in my pro fair letter was incorrect, claiming I’m seeking permanent total disability when I've clearly stated I can work limited hours. I’ve had to chase up many details myself, and after thinking my claim was progressing, I found out I needed additional paperwork without any prior notification. This process has been distressing and contrary to the support that income protection should provide. I won’t be reaching out through the usual channels; I expect the company to contact me instead. I've already followed up via email regarding my claim, and if it is declined or the payment is unfair, I will escalate this matter further. In past communications, the service has been urged to treat customers with decency and fairness, but that has not been my experience.
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