Don’t try to time the markets with these plodders!
Having taken a year to get my beneficiary clause details correct, I started trying to put more money into my Lucya Cardif policy three weeks ago, having topped up my other three assurance vie policies on the providers own platforms without a hitch. The option to use the Cardif platform is sadly not available, you are forced to go through Lucya. I was denied the option to make the payment online, and instead had to print out, fill in by hand, then send back a longwinded form giving mostly information I had already provided in the past. Yesterday they sent me an email saying they had finally passed my request to Cardif, who would take a minimum of two weeks, but up to two months, to process my request. As I’m investing in equities, these kind of delays are ridiculous and unacceptable. Particularly as all of the policies where I can deal with the supplier direct do not have these delays. To add insult to injury, each slow reply from Lucya carries the footer “reply back within two weeks or we will close your case” Not impressed. Update - two days ago they came back to me, saying I had to complete yet another form (first time they’d mentioned this one) to attestify that my money is my own. Strange that they didn't ask my husband the same thing when he made the same investment many weeks ago…Liberté, EGALITÉ, fraternaté….? Or not.
Dear Gilly, We are sorry to read about your experience and fully understand your frustration with the time and number of steps involved in making this additional investment. Life insurance transactions are subject to regulatory and compliance checks, particularly regarding the origin and ownership of funds. Depending on the amount, the transaction and the information already available on a client’s file, additional supporting documents may therefore be required. This explains why two apparently similar transactions may not necessarily require exactly the same documentation. That said, we recognise that these requirements should be communicated as clearly and as early as possible in the process, in order to avoid successive requests for additional documents and unnecessary delays. We also understand your concerns regarding execution times when investing in market-linked assets. We are continuously working with our insurance partners to simplify and improve these processes. We are sorry that, on this occasion, your experience did not meet the standard of service you expected from Lucya. Kind regards, The Lucya Team
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