Whole-of-life policies are designed to provide a sum of money (the sum assured) to a customer’s family or estate when the customer dies. The customer pays either a lump sum at the outset or a premium every month.

The main reason for having this life assurance cover is to protect someone from being financially disadvantaged by a loved one’s death.

So when someone makes a complaint about a whole-of-life product, they’ll probably be bereaved or know someone who’s seriously ill. It’s a distressing time for them.