Norwich Union Claim

Alpesh24

On 14th August I had a car accident with a women in a 4x4. She swerved into my lane, and sraped my car along the front side (around where the driver is). She left her details and drove off (she didnt even ask for my details).

I told NU, who opened up the claim and repaired the car. She is on NU as well, thus I did not have to pay any excess. I said that she was liable/at fault, but she is claiming I am. Because it was my front side, NU decided to side with her.

I told NU that I will take the case of liability to court, who said they shall keep the case open until then. About a month later, I receive a letter that the third party now wants to do a 5050 claim (out of the blue, even though she was going to win the claim originally). I told NU that I will challenge, and I am waiting on my solicitor.

Cutting a long story short, about 3 months of phone calls, and they're "still waiting for the third party to reply to them".

About 2 weeks ago, I made a complaint regarding a memeber of staff at NU. Then I was forwarded to someone in the UK, part of the claims dept. He listened to the calls (apparantly), and said that because of the last of service received, he will put the claim down as 5050, but put me at "not at fault" (contradicting?).

I thought this was contradicting. Thus, I spoke to the lovely people in India, asking what the last detail on the fault of this claim was. About ten minutes later, she finally said that I was not at fault (i'm curious as to why it took so long). As I still did not have this in writing, and before I would tell my current insurance provider that my no claims is reinstated and the accident was not my fault, I requested this in writing.

After spending about fifteen minutes trying to explain what I wanted, the 'manager' of the claims department said he will send the letter. I have received this letter, albeit with typos.

However, I am looking at the signature. This letter is from someone with initials SM (I don't think it's correct to post the name). I am now looking at the letter from NU, with the initalls (NS) - they're both completely different names. However, the signatures on both of these letters are exactly the same.

Does this mean that these letters are not worth the paper they're printed on? Does it count as fraud?

I'm confused as to how NU run they're claims department because even though I have requested a new case handler 6 times (they've got a few), I still get the same one. I assume that I shouldn't need a case handler now, as it is not filed as "not at fault" and they claim that my no claims has been reinstated, but I still would like this in writing with a signature that has not been used with a different name before as I am beginning to believe it could be viewed as fraudulent.

I am going to send an email stating my findings, and if not reply, follow this up with a phone call to the complaints department. Is that is correct move? or should I go one step further? (i.e. take it to the FOS?)

Also, from the Data Protection Act 1998, if i request all the information on me, are telephone calls included? Because they do record them, and are logically archived so they are easy to access if necessary?

Thanks

[Deleted User]

Hi Alpesh

I'd like to investigate this further, if you could send me your policy number by email?

My email address is [EMAIL="rebecca.sibley@norwich-union.co.uk"]rebecca.sibley@norwich-union.co.uk[/EMAIL]

Becca

mattymoo

Letters are often printed remotely to the actual claims operation so a signature stamp or TIFF is used to print a signature of someone, usually the claims manager, on all letters. The initials and reference will then identify the author of the letter.

PS: This is how it was done in Royal Ins / RSA. I suspect it will be something similar at NU.

consumer

Send the complaint in writing to their complaints department, mentioning details of the conversation and their dates. (By recorded delivery to prove when it was sent and received by them)

They will investigate and have to reply in specified time period. Emails are usually handled by somebody who does not know anything related to your claim and will send you a generic 'copy and paste' type answer.

Any letter sent to you by Norwich Union should suffice provided the details of the letter states what you want..