NS&I Failures Cause Delays for Bereaved Families Claiming Premium Bonds

The Plight of Bereaved Families

Families of deceased NS&I premium bond holders are facing significant delays in claiming their loved ones' savings, with some waiting over a year to receive their funds. Kate Constable, whose mother passed away, waited 14 months to claim £46,000 in premium bonds. The process was prolonged due to NS&I's requirement for probate for claims over £5,000, which added nine months to her wait.

The Tracing Errors and Delays

NS&I has admitted to long-running problems with tracing accounts belonging to deceased customers, affecting 34,000 bereaved families owed £367m. The issue is attributed to the bank's outdated search process, which failed to identify all relevant NS&I products. This has resulted in a backlog of claims, with response times for bereavement inquiries now taking eight weeks, rather than the usual fortnight.

The Financial Impact

The delays have significant financial implications for families. Bonds are only entered in the prize draw for a year following a customer's death, meaning no interest is earned on holdings trapped in limbo for longer. For example, Peter, who is still investigating his father's accounts, may be owed over £60,000 in withheld funds, once interest has been taken into account.

The Road to Resolution

NS&I has brought in extra staff to help process the backlog of claims and has promised to return to processing bereavement claims within the normal timeframe by autumn 2026. The bank has also confirmed that any redress payments will be exempt from inheritance and income tax. Despite these efforts, families like Constable and Peter continue to face significant challenges in claiming their loved ones' savings.

The Future Outlook

NS&I's new process, introduced at the start of this year, aims to improve the tracing of accounts. However, this more thorough process takes longer than before and has resulted in delays to current and new claims. The bank's efforts to rectify the situation and provide better customer service will be crucial in rebuilding trust with bereaved families and ensuring timely access to their loved ones' savings.