Very disappointing experience with Cura Insurance
I submitted a detailed enquiry on 3 May regarding life insurance, critical illness cover and income protection. I provided extensive information upfront, including my medical history, insurance requirements and supporting medical evidence, to help the process move efficiently.
After several days, I was contacted and asked to repeat information that had already been supplied. Following additional medical information that I provided on 17 May, I received no meaningful update until I chased the case myself on 28 May.
My main frustration was not that underwriting takes time - I fully understand that insurers need time to assess complex medical cases. My concern was the lack of proactive communication and the need for repeated follow-ups just to understand what was happening with my enquiry.
When I raised concerns about the delays and communication, I expected some acknowledgement, explanation or attempt to address those concerns. Instead, I received an email from Managing Director Alan Knowles stating that Cura's service levels did not align with my expectations and that he had decided to close my enquiry altogether.
What surprised me most was that a customer expressing dissatisfaction about communication was effectively shown the door rather than having their concerns addressed.
I appreciate that underwriting delays are often outside an adviser's control. However, keeping clients informed is entirely within a firm's control, especially when people are seeking protection for their family's financial future.
Based on my experience, Cura Insurance may not be the right choice if you value regular updates, proactive communication and constructive handling of customer concerns.