"Awful service "

I applied to renew my life insurance in good time, with my current life insurance expiring on 16/06/25. Due to changes in my health since taking out my last life insurance, the insurance company needed a medical report completing by a GP at the surgery. I gave written consent to the insurance company for this to happen, and for me to view my medical report before it was sent to the insurance company.

The surgery received my medical report before on the 28th April (as documented on my NHS app). I rang the surgery on the 15th May to see where we’re up to with completing it, just an enquiry, not to rush it through - to be told that the medical report hadn’t arrived. I informed the receptionist that it had arrived, as confirmed on the NHS app! I was told to ring back next week as the manager was on leave and she was dealing with it. I was concerned by this, therefore I contacted my insurance company, who then rang the surgery on my behalf and spoke to a staff member, who confirmed that the report was there.

I popped into the surgery on the 23rd May on passing, and told the receptionist the story to date. She went into the back of the surgery to look for my medical report, she was gone 10 minutes, and when she came back to me she told me ‘I’ve finally found your report and it’s just waiting to be signed by the GP, then we’ll contact you to collect it for you to view then you post it onto the insurance company yourself’. I was pleased with that response and thanked her for her help.

Fast forward to yesterday (6th June), 2 weeks to the date of me being in the surgery and being told that my report was just waiting for signature! I went into the surgery yesterday, and again spoke to 2 members of staff, who were both very helpful and understanding of my frustration with the situation. One of the ladies I spoke to, I said ‘oh you were the lady I spoke to 2 weeks ago here, who told me that we were only awaiting a signature’, to which she responded - ‘oh yes that’s right, we lost your medical report’ - and there you have it, exactly what I thought had happened! I was told that the manager was on the phone, as I asked to speak to her, however I was told she would ring me today to let me know what’s happening. No phone call was received, instead I received a text apologising for the delay, and a link attached to pay for the medical report, and on receipt of payment the report will be completed within 4 weeks! I rang the surgery straight away and informed the person answering the phone that it is my insurance company who pays for the report, not myself. I was told that would be sorted out. I said ‘I can’t believe it’s going to take another 4 weeks to complete from payment, as you have had the report since the 28th April (just over 5weeks)’, to which I was told that it’s usually done within 2 weeks.

I am absolutely appalled at the whole situation, the loss of my report and the time it’s taking to complete, and in the meantime my current life insurance expires!