Esure Claim Dispute

shazdoogs

I made a claim on my Esure home contents insurance in October 2008, for a TV which was accidentally damaged. The claim was settled in full - but today I have received a letter from 'ectimo' saying they are trying to re-claim £548 on behalf of Esure!

I have had no contact from Esure so have no idea what the problem is - can they suddenly backtrack 8 months after the claim has been settled?

dacouch

Have they given you any reason why they are claiming it back?

Did you by any chance drop the tv down the stairs or have some kind of accident with paint and the tv by any chance?

Do you have any claims, convictions, bankruptcies, insurance cancelled

Truegrit_2

tell them to :whistle:

jakeperks

You're not alone, I received one this morning.

There appear to be some similarities between our claims:

• They're around the same time
• They're both for electrical goods

We accidentally dropped and damaged a camcorder whilst on holiday in September last year. The claim (value: £572) was settled without any problems.

Esure used Empire Direct to supply electrical goods replacements. Empire Direct went into administration on 19th January 2009. Somehow, somewhere along the chain, someone has lost money and now they're looking to you and me to recover it via Ectimo. My message to them is: forget it, go and look somewhere else. If you're in a mess because of Empire Direct's financial problems then I'm sorry, but that isn't of my making.

LinasPilibaitisisbatman

http://www.ectimo.com/about-ectimo/about-ectimo.aspx

Sounds like Esure have decided to review their claims book and try and recover some of the dubious claims.

dacouch

I suspect linas may be on the right lines in that they may be reviewing some of their claims. They may just be picking a random claims to investigate with a view to demonstrating how ectimo can uncover claims that are not valid or targeting claims that fit certain profiles.

This is quite a new concept so hopefully the posters can update us with more information as to what ectimo are doing and what type of questions they are asking.

Insco

shazdoogs wrote: »

I made a claim on my Esure home contents insurance in October 2008, for a TV which was accidentally damaged. The claim was settled in full - but today I have received a letter from 'ectimo' saying they are trying to re-claim £548 on behalf of Esure!

I have had no contact from Esure so have no idea what the problem is - can they suddenly backtrack 8 months after the claim has been settled?

Ask Ectimo to explain the basis of the claim they are making against you and reserve your rights to claim expenses and compensation from them.

jakeperks

Has anyone heard any more about this? They called when I was out and left a voicemail asking me to call them back. That's a joke - as if I'm going to ring them at my cost so they can chase money to which they're not entitled!

Niki_at_esure.com

Hello. I work in esure’s Corporate Communications team. Really sorry to hear that the letters or calls you’ve received from Ectimo have caused you any concern or confusion. Just wanted to clarify the relationship between us and Ectimo and also explain what esure is looking to do.

We asked Ectimo to review a number of our home insurance claims to see whether esure would be able to recover any costs from a third party (another person/company/insurance policy) relating to the claims. No claims are being re-investigated and we’re not trying to reclaim any money from our customers or their families.

To give you a scenario - if you accidentally dropped a TV/camcorder and esure paid out for a new one, Ectimo may want to ask whether you perhaps bought an extended warranty for the electrical item and have, in essence, doubled up on your insurance cover. If that was the case, esure could contact the provider of the extended warranty to try to recover some of the costs for replacing or repairing the damaged item.

In some cases where we can make a full recovery, we may even be able to recover a customer’s excess– so it could mean extra money being claimed on your behalf – or even the reinstatement of a lost ‘no claim discount’.

esure’s aim is always to provide competitively priced, quality insurance cover – so this review of some of our home claims and the potential recovery of claims costs should help us keep insurance premiums down in the future. Hope that’s all clear.

If you would like any further information or have any additional questions then please email [EMAIL="customer.relations@esure.com"]customer.relations@esure.com[/EMAIL] and the team will do their very best to help you. Thank you. Niki

dacouch

Niki it might have been sensible if Ectimo had made the letters a bit more self explanatory as these posters have obviously been worried about the letters and by the sounds of it may have transferred their cover to another provider at renewal if they had not had your reply

Queue Michael Winner saying "Calm down, its only a letter"

lisyloo

HI Niki,

I agree totally with dacouch.
Esure should have explained what they were doing to their customers and that it might be in their customers interests, rather than causing alarm.