Convertible Life Cover expired without being notified

had a similar issue with Aviva also.

And that's why they tell you where to contact them to update the address

You want to design a process to send correspondence to an address that a customer didn't give them, because another party was given the new address but told to send correspondence to a different address?

In your situation, a customer got a life assurance policy and gave the provider an address they knew they wouldn't be living at.

Or even deliberately.

Yes, we know you bought the product in association with buying property.

But there can be all sorts of reasons why moving to it could be delayed. The best case ones involve the proprty needing serious renovation before you move.

The best the bank could do is include a reminder about their change of address process, abd stress that you have to start it, as the last step in in selling you the product.

In my current workplace, legal advice is that we cannot even use existing customer-provided address to look up eircodes: ALL address information needs to be customer-provided.

The bank acted as a broker, the policy was held with an entirely different company. Which means the bank legally cannot send them through your data just because. Supervalu offer car insurance now as a broker but by taking it out, I don't want the insurer to be sharing details with the supermarket about me. Same situation in reality.

And people do take out mortgage protection during the course of their mortgage, not just at the start so it doesn't always follow that they'll be changing address.

The insurer is New Ireland Assurance Company plc if you look at the banks page on the protection. And while it is a part of the BoI Group, it is not the same company as Bank of Ireland. So sharing information between them would be incredibly tightly controlled. It's the same with all the banks - they have partners that they work with to offer the protection but they do not hold the policy themselves as they are not licenced to.

From the website:

Life assurance and pensions products are provided by New Ireland Assurance Company plc., trading as Bank of Ireland Life. New Ireland Assurance Company plc., trading as Bank of Ireland Life is regulated by the Central Bank of Ireland.

Advice on Bank of Ireland Life products is provided by Bank of Ireland, trading as Bank of Ireland Insurance & Investments. Bank of Ireland trading as Bank of Ireland Insurance & Investments is regulated by the Central Bank of Ireland.

Bank of Ireland is a tied agent of New Ireland Assurance Company plc trading as Bank of Ireland Life for life assurance and pensions business.

Members of Bank of Ireland Group.

Information correct as at February 2024.