This is a brief summary of the ongoing problems/breech of contract that I have experienced since submitting a claim to Chartis for my husband's permanent disabilities. My husband was injured in Iraq in late 2006. We submitted a claim for permanent loss of vision in one eye in early 2007. The initial offer of 'settlement' was for £30,000, which later increased to £45,000. I complained and a senior member of staff apologised for the 'mistake' in calculation and offered £121,500. We rejected this and finally settled on a figure of £129,000 in late 2007, based on an 86% loss of vision. I was later informed that Chartis (formally AIG) no longer use the same CMO a Dr St*** and the member of staff who assessed the claim Ela**e Sa**er had also left the company after further mistakes emerged. In late 2008 my husband was diagnosed with a head injury as a result of the same accident, and we submitted a claim under Section B item 15 of the policy (permanent disability not otherwise listed.) Following many more mistakes the claim was assessed by a Ing**d Woo***rd, Consumer Lines and Auto Claims Manager in July 2009. Their CMO said that in his opinion there was sufficient evidence to suport a figure of 5% global disability. A figure of £7,500 was offered for the disability. I told them that their use of percentage of global disability breeched their contractual agreement; they disagreed. We appointed a solicitor who agreed that they had incorrectly assessed the claim. The complaint went to the FOS who upheld our complaint. They were told to reassess the claim in line with the terms and conditions of the policy, pay us £250 compensation for distress and inconvenience and pay 8%p.a on the final settlement figure. The policy wording was changed in the February 2010. I have complained separately to the MOD about this, as the change in the policy terms and conditions have not been communicated to policy holders. The person I spoke to was not aware of any change to the terms and conditions and are looking into this. The wording of the policy at the time of the accident stated; 'We will pay the benefit under item 15 of section B (permanent disability) by assessing the degree of disability suffered compared to those permanent disabilities specifically mentioned in that section without taking account of your occupation. The terms and conditions made no reference to using a 'global disability' figure. The claim is still ongoing. My husband has recently been medically discharged oin the grouds of his injuries. Chartis have now agreed to pay our legal costs which to date are some £5,000+. They have requested a copy of all medical notes that relate to my husband a copy of his personnel file, a copy of his diary....Chartis have also instructed their own solicitor to represent them. My concern id that in a recorded phone call to Chartis in 2009, I was told by a senior manager that all claims for permanent disabilities are assesed using the global disability and applying this figure as a percentage to the policy. The above is a very brief overview of what has been a very stressful claims process. I am happy to answer any questions that anybody reading this may have.