Research by consumer organisation Which? has shown that 90% of UK consumers are unaware that it is possible to make a payment protection insurance (PPI) claim on behalf of a deceased relative.

The law in fact allows anyone named as a personal representative in the policyholder’s will to make a claim on their death. Where there is no will, a claim is still possible following a grant of letters of administration, although it may be necessary to provide additional evidence of identity, such as a marriage certificate (if the claimant is the spouse of the deceased) or a birth certificate (if other relatives are bringing the complaint).

Gareth Shaw, Which? money expert, said he had “heard from people who have successfully claimed in this way.”

The industry has paid out some £31.9 billion in PPI compensation to date, but with one year to go to the deadline, could the fact that this claiming tactic has been made public by several major newspapers prompt a further spike in complaints? The industry has reportedly set aside a total of £46 billion to cover both the sums paid out to date, and the amounts of compensation it expects to pay prior to the August 2019 cut-off.

As the PPI mis-selling and compensation saga enters its final 12 months, Which? has also named and shamed two major high street banking groups, and one large building society, describing them as “the most difficult banks and building societies to deal with when making a PPI claim”. The organisation adds that the three firms are “demanding pages of additional information and insisting on unrealistic deadlines.”

Which? goes on to describe how the high street giants are engaging in practices such as sending out 12-page questionnaires and saying that the consumer has only 14 days to return it if they want their complaint to be investigated. On this subject, the press release also says:

“Which? is concerned the excessive red tape may put off some consumers from making a claim.”

Mr Shaw commented:

“Time is ticking, there is just one year left to make a PPI claim. It is frustrating some banks appear to be making it harder than it needs to be.”

For the record, just because a complainant fails to return a long questionnaire within 14 days, it does not mean that the bank or other firm is entitled to cancel the complaint. The firm is still expected to send a final response to the customer in these circumstances, and the complaint can still be referred to the Financial Ombudsman Service.

The information shown in this article was correct at the time of publication. Articles are not routinely reviewed and as such are not updated. Please be aware the facts, circumstances or legal position may change after publication of the article