‘A lack of care’: how big companies still fail bereaved customers

Those trying to report a death can face bureaucracy, costly delays and other shocking mistakes

Ella Stevens* had steeled herself for the painful task of informing a string of companies that her mother had died.

She notified her mother’s insurer, Direct Line. It responded by sending a letter to her late mother thanking her for letting it know of the change. When Stevens complained, Direct Line dispatched its apology and a goodwill cheque to her mother.

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