Thank you for leaving your review.
We are sorry to read you do not feel our claims process has worked for you.
Having looked into your policy and claim I can see the reason you were asked to provide the birth certificate is due to the slight spelling difference between your sons and your surnames as well as residing at a different address. They were asking for the additional documentation to show the relationship so they would be able to proceed with your claim under the Immediate family cover. Immediate family cover is defined as your mother, father, son, daughter and spouse under our Terms and Conditions.
As you do not want to provide this our claims team will be able to look at a Gift Receipt if your son could ask John Lewis to provide one. Once received we will look to cover this as per the