Halifax Home Insurance problem - please help

Truegrit_2

Comment, question, debate huh! You categorically stated and guaranteed the claim would be paid you then had the audacity to edit your post to 'the claims department' where before you had 'our claims department' which to me makes you an employee of Halifax. So where Aycle was lied to by Halifax it seems to me that you are far from being squeaky clean.

Truegrit_2

Oscar_The_Grouch wrote: »

Truegrit, I believe that under DISP and Data Protection, OP's insurer should decline to discuss an issue with you where you have no professional or financial interest.

Of course, if OP wants to appoint you as their assessor and pay you a fee greater than the amount you will save them, that's up to them.

Oscar the 'plantpot' sorry Grouch, I am not discussing anything with Halifax, just making them aware of this thread as a compliance issue

FlameCloud

Truegrit wrote: »

Comment, question, debate huh! You categorically stated and guaranteed the claim would be paid you then had the audacity to edit your post to 'the claims department' where before you had 'our claims department' which to me makes you an employee of Halifax. So where Aycle was lied to by Halifax it seems to me that you are far from being squeaky clean.

It doesnt say the claims department at all, it says the complaints department.

If you are unable to get simple things like this right I'm not entirely sure why I (or anyone else) should believe you about this! What was it you said about plantpots?

Insco

aycle wrote: »

Hello

I took out a home contents insurance policy with Halifax on 28th July, having up to now had over 5 years no claims. When I took out the policy I specifically asked (twice) if camping equipment was covered while we were away, as we do a lot of camping and this was the primary reason I needed new cover. The sales woman went to ask a manager and came back to confirm that camping equipment was indeed covered.

I went camping later that same day and on 1 August I managed to set fire to my tent whilst cooking. The damage wasn't extensive but it did burn a fairly large hole in the window. We returned home later that same day and I immediately rang Halifax to put in a claim.

I spoke to someone in claims called Karen who informed me that I was not in fact covered, after speaking to one of her managers. I mentioned that the original sales call was recorded and suggested someone have a listen to that. She spoke to a manager again and informed me someone would listen to the call and I would receive a call within the next 48 hours. (currently Friday night) even though it was the weekend.

I waited until 4/8/08 and called them back again after receiving no communication whatsoever. I spoke to Kim who again said that I would not be covered and someone would call me back when the call had been listened to. She then called back 55 minutes later saying they had listened to the original sales call and I had been wrongly informed that the tent was covered but they would have to honour the claim, gave me a claim no and told me someone from claims would call me back within 48 hours on my mobile number.

We went away again that night and I awaited the call. It never came. Upon our return tonight, I opened a letter stating that we would NOT in fact be covered as it was an exclusion in their terms as detailed in their policy booklet (which incidentally we didn't receive until after the fire).

I rang them again and spoke to Martin, who said the letter was correct and they would not be covering the claim.

In a nutshell, I believe I was mis-sold the policy as they proved I had in fact requested cover for my tent before I accepted the policy. Lie number 1.

Lie number 2, stating they were going to process the claim and now backtracking on this.

I would like to know what course of redress I have here. I believe I have 30 days to cancel the policy under distance selling regulations, but if I do that I can't make the claim (according to their t & c). If I make the claim I can't cancel the policy.

How can I get them to honour the claim and cancel the policy. The policy is worthless if my camping equipment isn't covered. I feel now I should also claim expenses for my time and stress in dealing with this issue.

Any advice gratefully received.

Sorry to see the problems you are having with Halifax Home Insurance.

Definitely do the following;

(1) Write a letter of complaint to Halifax - setting out what you have said here. Send the letter recorded delivery - its not unheard of for an Insurer to deny having received a letter

(2) Submit a Data Subject Access Request asking for a copy of the original telephone call when you say you were told you would be covered - you will have a record then in the event the Customer Services do continue to refuse your claim and you have no alternative but to submit a complaint to the Financial Ombudsman Service.

Don't cancel the policy yet ( you will probably switch at renewal now anyway) and do let the Financial Services Authority know how you feel way about the way that they have lied to you and that you have not in your opinion been treated fairly to date.

Hope that Halifax do the right thing and that you will be a happy camper in the near future.

FlameCloud

Insco wrote: »

Don't cancel the policy yet ( you will probably switch at renewal now anyway) and do let the Financial Services Authority know how you feel way about the way that they have lied to you and that you have not in your opinion been treated fairly to date.

Hope that Halifax do the right thing and that you will be a happy camper in the near future.

Agreed. You were given incorrect advise and you should get paid out for it.

raskazz

Truegrit wrote: »

Panicking... I have got bullets to fire and I suggest you take the comment about adjusters becoming assessors off your posts because that won't go down well with your principals as they may be professional

Don't be so ridiculous. He is posting in a private capacity.

May I ask (as I'm sure others are thinking the same thing) - have you any previous professional or personal association with the posters who goe by the name of 'Insco' or 'Assess Saw'?

Truegrit_2

I can assure you that there is no "assessor conspiracy" at work!

I have no idea who Insco or Assess saw are, but do find myself often agreeing with their opinions.

I think its fair to say that we are often on the same side of the "battlefield",:cool:

I'm sure that everyone who offers advice on this forum, regardless of their relation to the insurance industry does so sincerely.

We are not always going to agree on everything..

Oscar_The_Grouch

Comment removed by Oscar.

flossy_splodge

Do you know, I am UTTERLY confused! I opened this thread to read as I am currently looking to renew House Insurance. What I have read above makes no sense at all to me. This site allows people to express their opinions and it is for those reading to decide how to take those opinions. If anyone on here imagines that just because someone has 'posted', irrespective of what job they do or what company they work for, that they are giving legally binding advice then there are a few loose marbles around.Please can we stop the nonsense?
x:eek:

woodys_wonders

I have just been reading this thread and have one thing to say.
CAN YOU ALL STOP SNIPING AT EACH OTHER LIKE LITTLE CHILDREN IN A PLAYGROUND.

Back to original post by Aycle, I agree with Insco on page 2 and hope you get this sorted.

This thread has gone off on a tangent, get back to helping OP.