Contents Insurance Claim - first offers

Lindy_Loo_3

See below - accidentally pressed return!

Lindy_Loo_3

No - the building is owned by the MOD so I assume they "self insure" but the actual flood was caused by their contractors and the "managing agents" - it's a rather long story but basically, they're aware that they're liable and have admitted it verbally - I'm just waiting on the written confirmation so that I can pass on the details to Legal and General so they can, in turn, recover their money as the accident was entirely preventable.

L & G are aware of this and have been more than helpful so far - that's why I'm chasing the MOD for their details for L & G to contact for their recovery costs.

dacouch

A lot of the cost of the dryers will be paid (Eventually) by the MOD then as they are drying out the building.

I have had claims with L&G before similar to yours where they paid more than the contents sum insured as they knew they would claim it back. In addition as you said you could have taken the £50000 rainbow cover for the same price.

The "Cost of Alternative Accomadation" is a seperate part of the policy which covers (From memory so may be wrong) 20% of the contents sum insured so £6000.

Do you deal with L&G direct or through a broker?

Lindy_Loo_3

It was actually Asda Finance that set up the policy - looking back at it I could have opted for the standard £50k but I thought if I didn't declare our contents were only worth £30k (which funnily enough is almost spot on) you'd get into trouble for basically saying you're things are worth more than they are.

I should explain that all Crawford and L & G are dealing with is pure contents (with the exception of the alternative accommadation which is included in the policy) so what I don't understand is why the cost of Rainbow's services (disposal, inventory etc) is being met by my contents sum . . . although I appreciate and understand that the restoration costs for items will be included.

I don't mind if this is how it works because I know the MOD will be meeting the recovery costs and thereby L & G will get their costs paid and my NCB will be reinstated etc (although I'm gonna actually stay with L & G purely due to the fact they're doing their upmost to help us - it's worth the premium for having the customer services in this country!) but the main thing I was worried about was whether or not I should have taken into consideration extra costs other than the actual value of the contents?

Gotta say I thought I was being honest by not accepting the £50k standard cover and stating we only had £30k . . . is that a lesson to learn?

dacouch

Its actually recommended that you over insure eg take the £50000 so that you do not get into the situation of under insuring. Its only a crime if you claim for more than you actually lost.

Its a shame your not with a broker as it would be just a case of the broker ringing L&G and getting them to give you the £50000 cover. It may be possible for you or Asda to sort it out but I doubt asda will get involved. If you explain you could have had the £50000 cover but thought you were not allowed theres a good chance they will sort it out for you.

Lindy_Loo_3

Oh, I'll speak to L&G in the morning and explain this to them - although so far they've not been funny or anything about any of the claim so I expect they'll be helpful (as always) and sort it out; worst case scenario I'll ask the MOD to meet the shortfall with me directly to make sure that we're not out of pocket.

If my contents are only worth £30k and I'm not claiming more than £30k for loss / restoration, does that mean I'm underinsured if I haven't accounted for additional costs such as alternative accommodation?

I'm just realising how little I know about contents insurance . . . . then again, never thought I'd have a total loss (well, 95%) claim!

dacouch

No the alternative accomadation is a seperate part of the policy so will not be taken out of the £30000.

Speak nicely to L&G and they should play ball, as you have probably found they are a decent company, the problems you have had are with the loss adjuster. As you have noted on MSE its normally the loss adjusters that are currently causing the problems with claims

Lindy_Loo_3

Thanks dacouch, I'll speak to L & G in the morning; I'm holding out some hope for Crawford and Company seeing as we've got a new advisor that's based locally rather than in a call centre and he does come across as more professional than his predecessor.

One thing I've learnt dealing with this claim; make sure you speak nicely to the people handling it!! Will update when I've got an answer.

Thanks again

dacouch

Speaking nicely does help, I always make a point of it as it really makes a difference.

I have had training in dealing with complaints, sales, body language and controlling conversations and its amazing how people form opinions of you very quickly and how little things affect peoples perception of you. Being nice at the start of a conversation relaxes the other person. When dealing with Insurance company staff, I always find it works a treat after they answer the phone ask them their name and say "I hope you can help me susan" I find with most people it opens them out a bit.

_Andy_

dacouch wrote: »

after they answer the phone ask them their name and say "I hope you can help me susan" I find with most people it opens them out a bit.

Not if they're called Dave