From This is Money:
Dozens of phone calls followed over several days, during which she was kept on hold for a total of three hours, but got nowhere.
When others might have given up in despair, this 79-year-old grandmother refused to surrender to faceless bureaucracy.
The retired primary school teacher, who has just lost her husband to cancer, wanted to know why the £56,400 value of her life insurance policy had been halved.
Despite being ‘very frightened’, she travelled 130 miles in the snow from her home in Peterborough to the York office of Norwich Union chief executive Mark Hodges.
Staff refused to let her speak to the boss but, undaunted, Mrs Green returned three days later, only to be arrested after police were called.
Mrs Green spent several hours in a cell, but the next day she pressed on with her battle. After again being told Mr Hodges would not see her, she reported him to police – as a missing person.
In the end, bosses at the insurance giant decided they could ignore her no…