Dear Sally,

I have held a Ladyscreen policy (originally from American Express but now AIG) since May 2002, which gives me cover for checks against certain female cancers. I always paid my premium annually by Amex card. In November 2020 AIG asked me to change the payment method as it was no longer accepting Amex. I returned the payment forms.

In the summer it occurred to me that I had not had any payment confirmation nor had I received a reminder about renewal and booking my annual medical screen that the policy includes, so I phoned AIG. Then began a series of calls in which I was told my policy had been cancelled.

The company investigated and said my policy had been “reinstated”. Then it turned out the payment wasn’t taken as it should have been and I had to make it by card over the phone. I was offered compensation of £427, which I accepted but have still not received six months on. I would have chased AIG, except my husband was seriously ill last year and so this was a bridge too far.

HM, Ipswich

Sally says:

I contacted AIG on your behalf to find out why it was dragging its heels on paying your promised compensation. It would not comment but contacted you directly and made the payment, which you told me was raised to £700, including £250 for the extra hassle, plus a bit of interest.