On December 21st, 2017 we talked with Joseph Dobbins a manager in The Society of Lloyd’s complaint department. He agreed that they would review our complaint and implied that they would move forward aggressively because it had already been in the complaint process for over 8 weeks. It in fact had been in that process at that point it had already been 2+ weeks and 40 weeks since the denial and the complaints process had started. A process which is supposed to be resolved in 8 weeks. At the time we felt that he understood/empathized with our frustration and would take an active part in moving forward. However, we all recognized that nothing would happen quickly around the holidays. The next action would be for the case handler to contact us.
January 8, 2018 We followed up with Joseph and he told us that ProSight had not provided the files so a case handler had not been assigned. It was decided that we would provide our files to him, so there would be no delay once the person was assigned.
January 11, 2018 prompted by a follow-up email, Joseph responded that he had received our files, but the technical department had to look at them to make sure they were “safe” to open. No update on the status of the ProSight data.
January 18, 2018 we followed up with Joseph and received no response.
January 26th we decided to call Joseph. He told us that he thought everything was moving along and was shocked that we hadn’t received an email introducing the case manager. He apologized profusely and said he would investigate immediately and let us know what he finds out.
It has now been 35 days since the Lloyd’s of London Stage 2 process has officially started and it doesn’t look like we are even to first base or even in the batter order.