Great 'How to ensure your insurer pays claims' Hunt: How to assure a payout

dacouch

cliveoram try emailing beccus or sending her a personal message, she represents NU / Aviva on MSE and sorts out problems mainly with Asprea (Whereever possible)

If you wish to avoid then bear in mind that Saga also use them and some other policies eg a policy from a supermarket may actually be underwritten by NU / Aviva. You can find out which Insurer the policy is underwritten by looking at the policy wording or summary of cover / key facts, it normally mentions the Insurers name in the first few or last few pages.

Please feel free to add your experiences of Asprea on these threads http://forums.moneysavingexpert.com/showthread.html?t=1823369&highlight=asprea

http://forums.moneysavingexpert.com/showthread.html?t=560809&highlight=asprea

If you need any advice on your claims or future problems with Insurers, please post on MSE, there are plenty of us who will do out best to help

P.S Welcome to MSE

cliveoram

KatP wrote: »

Tip - take photos of all damage, it is much more difficult to dispute a claim backed by photographic evidence. You can also get witness statements from people who have any relevent information, in this case you could have spoken to your neighbours who could have confirmed the weather.

To be honest the met office will only be able to confirm the weather at their nearest monitoring station not at your precise address so I think that refusal of the claim sounds a bit of a fob off but maybe there were other factors.

IC's ONLY consider the data they get from a company who monitor weather data. Our local weather station, Newquay, had data proving a local storm but because the "south west" (from Bristol to Weymouth) had not had "storm" conditions the claim was rejected :mad:

dickydonkin

I had been with my insurer (Prudential) for many years claim free, however, due to various circumstances, I had to claim either on the buildings and content elements of the policy for the last four consecutive years. I have to state that the Pru handled the claims very efficiently and payments were prompt.

Sure, they are not the cheapest, but my cover is excellent - the legal assistance was invaluable when they paid for my choice of solicitor (with no excess) when my wife won her recent claim for unfair dismissal.

Indeed, I have had experience of other companies - in particular the one that you "Cannot find on any comparison site" where I had emergency drainage and electrical cover with them. During a broken sewerage pipe incident, I contacted them by DIRECT LINE and the whole episode turned out to be a complete farce - they were absolutely useless.

It was the Pru who bailed me out as my policy actually covered such an incident - it was dealt with within two days. I did (eventually) get a refund of my premium from the other insurer due to their incompetence.

Just because you get a cheap quote for your home insurance does not always represent the best value - like everything in this world, you only get what you pay for! Examine your policy schedule VERY carefully and alway assume that if the worst does happen, you are covered for any eventuality.

Rotti

KatP wrote: »

The first things to ensure are:
1. That you claim is honest and genuine, insurers are really tightening up on dishonest or exaggerated claims. Many people think that insurance companies are "fair game" and that a bit of artistic licence when submitting the claim is in someway justified. It isn't and if insurers get wind that you have been less than honest in any part of your dealings with them then they can make your claim very difficult. They could even bring a criminal prosecution.
2. Make sure that you have cover for the right things and at the right level, many problems arise because people haven't read and understood the policy at the outset. Check whether you are covered for loss or just theft for example.
3. Before you claim make sure your claim is covered, there is no point putting in a claim for something you are not insured against.
4. Be aware of all the conditions with your policy, if you do not follow them all your cliam may be rejected, for example for failure to notify your insurers promptly.
5. Be honest when you take out your policy, what could be seen as a little white lie to get a cheaper policy could invalidate your cover down the line.
6. Submit your claim promptly, honestly and include as much evidence as possible. Keep copies of everything you send just in case there is a problem in future. Include, photographs, receipts and a full and clear account in legible handwriting.

Hope that helps a few people!

I have always been an honest person and have made only 3 legitimate claims in over 30 years with the same company (Royal & Sun, Alliance, now More Than). Every one was argued! The last claim was rejected even though I supplied all the evidence including travel documentation to prove I was where I said I was at the time. To cut a very long story short, I dropped a camcorder when I had a fall on holiday and thereafter it didn't work, so I claimed on my policy. I didn't find out that it didn't work until the next time I tried to use it, which was one of the problems (time lapse), but the other main one was that because it was 10 years old they decided it was at the end of its life anyway and refused to pay, claiming it was wear and tear. This after they had index linked it for 10 years as a specified item and put the value UP each year! I went through all the stages of complaints procedure, even wrote to the CEO and finally went to the Financial Ombudsman. After just under a year of messing around and sending out letters saying they will get around to it soon, they have now decided that I have not supplied enough evidence and come down on the side of the insurance company. What a waste of space! And the best part is that when I asked More Than the hypothetical question "What would have happened if I had dropped it overboard whilst filming out exit from the port?" They said they would have paid!! Well guess what...............??

Rotti

"Just because you get a cheap quote for your home insurance does not always represent the best value - like everything in this world, you only get what you pay for! Examine your policy schedule VERY carefully and alway assume that if the worst does happen, you are covered for any eventuality."[/QUOTE]

Just to add that when all this started I decided More Than could no longer be trusted and moved my contents and car insurance elsewhere. I got a better level cover for £30 less on the car and a whopping £200 less on the contents, so no, you don't get what you pay for and you certainly get nothing for loyalty!"

Mrs_Optimist

Interesting thread.

I have only claimed twice - one for a car that was broken into - paid out no problem (and no I didn't inflate the claim) but didn't both claiming again when the thieving barstewards came back a couple of weeks later and did the same thing as the excess was more than the cost of the replacement window and by then I had just a normal car stereo and not the replacement cd stereo they were expecting to pinch again.

The second time was a burst water main under the concrete floor of our kitchen which had been leaking for months unbeknown to us (thank god I wasn't on a water meter then!) That time was more problematic - we were covered for the damage caused by the escape of water but not the cost of replacing the burst main. The problem we had was the Loss Adjuster came out - saw our claim was legitimate and agreed the repairs. Then came a steady stream of workmen, each of whom had been sub-contracted down the chain by the previous to do the job, and many corners were going to be cut so they could each have a piece of the monetary pie so to speak. In the end we asked the insurers to send us a cheque for £1500 and we would arrange and pay for the work to be done ourselves as we were not happy at corners being cut at our expense, bearing in mind the insurers were paying the full whack to their nominated workmen. I can only assume that the £1500 was a whole lot less than the original quote the insurers were given by their Loss Adjuster as a cheque arrived within a week !

I work in the insurance business dealing with Personal Injury claims, on the Solicitor side, so I insisted on a Loss Adjuster coming out etc - the insurance company had a call centre in India who were hopeless, although polite. I was having to tell them what to needed to be done and when and we had calls from them at all hours of the day and night.

My experience tells me that cheapest is not always best and I have a good idea of which insurers would be a nightmare to deal with if I had to make a claim or not and therefore I don't automatically go for the cheapest option. However if you don't have an idea of how insurance claims work it would be a nightmare.

jaxs

dacouch wrote: »

Call it a lucky guess but your were with Halifax.

There are ways to fight a claim that is denied when the Insurers say their data supplied by the Met office said there was no rain etc. This is because they normally rely on data from a weather station many miles away. The Ombudsman will often rule this data as not acceptable.

For the record heavy rain coming through a flat roof is not normally something that is covered. The Insurers will not normally replace / repair the roof as its generally wear and tear. They will however normally pay the damage the water has done to the rest of the home / contents especially if you have Accidental Damage Cover

It was actually Norwich Union and we were trying to claim for the damage done by the rain to the inside/contents! Luckily enough, there wasn't a huge amount of damage done - some books got ruined, the carpets and a few other bits - can't remember now.

I don't normally back down on things like this, but I think I was so p***ed off at indirectly being called a liar, I just cancelled the policy at renewal.

lisyloo

Do you mean information like this Lisyloo?
http://www.instimes.co.uk/story.asp?storyCode=376295

No I was referring to using a broker.
It does depend on how comple your requirements are but I don't believe a single score in a table can truly represent the many factors that need to be taken into account to get the best match for individual requirements.
I would have thought that a broker would be better placed to do that.

I would also have thought you'd agree.

I've not used brokers personally but I've made mistakes for example being unwittingly grossly under insured home insurance.
I also forgot to claim a car claim on a motorbike policy.
I'd say my understanding is a lot higher than the average person so I'm sure loads of people are incorrectly insured.

We hear so many tales of woe on here where people have gone direct and haven't read or understood the issues.

I am a fervent moneysaver but to me it's about value i.e. saving money without compromise. Not saving money by cutting back which is something different.
In fact recently I've paid more for my home insurance by going with Hiscox but got much higher value.

mrs_metal

dpassmore wrote: »

I had been with my insurer (Prudential) for many years claim free, however, due to various circumstances, I had to claim either on the buildings and content elements of the policy for the last four consecutive years. I have to state that the Pru handled the claims very efficiently and payments were prompt.

Sure, they are not the cheapest, but my cover is excellent - the legal assistance was invaluable when they paid for my choice of solicitor (with no excess) when my wife won her recent claim for unfair dismissal.

Indeed, I have had experience of other companies - in particular the one that you "Cannot find on any comparison site" where I had emergency drainage and electrical cover with them. During a broken sewerage pipe incident, I contacted them by DIRECT LINE and the whole episode turned out to be a complete farce - they were absolutely useless.

It was the Pru who bailed me out as my policy actually covered such an incident - it was dealt with within two days. I did (eventually) get a refund of my premium from the other insurer due to their incompetence.

Just because you get a cheap quote for your home insurance does not always represent the best value - like everything in this world, you only get what you pay for! Examine your policy schedule VERY carefully and alway assume that if the worst does happen, you are covered for any eventuality.

You might be surprised to learn that the same people manage both directline and prudential insurance, they have different sales teams but back office functions are often the same people for both brands

Debbyr63

Hi Guys

Its been a long while since I have commented on anything:hello:

I have read this thread with interest!!!

I have worked in the insurance industry for many years as a motor claims handler & also fraud investigator for my department.

3 years ago my, then, 25 years old son brought a Subaru Impreza WRZ (Jap Import), obviously because of my job I made sure he insured the vehicle for what it was & not try to get lower premiums etc!!

In Feburary of this year he had an accident & made a claim, al well & good until the 'offer' of £1200 was made for his £3500 car!!! The car was also put on the MIAFTR reg (HPI) as a 'cat C' write off!! obviously I helped him dispute the offer & spoke to the engineer who advised "the Jap models are worth what your asking but not the UK spec one"

The dispute went on & eventually the claims department said he hadnt insured the car correctly, they didnt insure imports!! They then repudiated the claim with no further investigation!! I took the claim up on his behalf & have offered evidence to the IC that he did declare the car an import!! He took his policy out on a comparision website luckily they keep a log of all your quotes on your account, you have to log in to go back on your history. We printed off all the info & sent it to them, they have come back with "you could have printed that off at any time & no comparision site keeps records because 1000's of people quote everyday & they wouldnt have the room to store all the info" !!!! :huh:

I then contacted the IC & asked that they should send a claims investigator/loss adjuster round to our home so my son could log on & show the original quote that the IC had accepted the policy on, I have been told they dont have anyone like that so basically NO, they have told me its up to my son to prove his claim to them !?!? already done that!! what we are trying to prove it he correctly entered the details of his car, so far I have to say I have been told my son is 'Stupid' to not declare a jap import !! HE DID !! I have been told I do not know what I am talking about !! to name but 2 personal comments made by the claims handler, he sounds about 20 yrs old.

We have now followed all avenues with this IC so now its off to the FOS. :hello:

My feelings are seeing both sides of the fence, are the problems that I have at work, the majority of claims handlers are aged between 16 - 25, (I am 46) A lot dont drive themselves, there is a very large turn over of staff in the claims department, it is after all call centre based work, pays great for 16 - 23 year old - dismall for my age & experience!! trying to train the newies that are forver coming thro, in a couple of weeks to: operate systems, learn insurance basics (so they have some idea of what they're doing when they answer the phone!!) & know the policy !!! :wall:

Staff are very often under trained - do not know the policy , sometimes the underwriters change a policy & forget to tell claims!!! :huh:

There are a lot of fraudulent claims made & it makes my blood boil :mad: to think at work I have to 'let them go' cos according to underwriters I cant prove there was 'any delibrate attempt' to mislead or otherwise !! There are also a lot of genuine claims like my sons that are repudiate through lack of knowledge?? lack of time?? lack of resources ?? :mad:

I dont know, but, I do know there are a lot of people, just like my son, who have their claim repudiated & do not know they can go so much further!! the difference being in this case I work in motor claims so know how to help him. :j

Just for the record for anyone who has had a claim refused - of the ones at work we repudiate that are then taken to the FOS I would say the FOS in 99% of the claims (genuine) the FOS falls on the side of the customer - for reasons such as - the policy wasnt clear, a bit ambigous, could be read 2 differents was!!!

Always go to the FOS if you have a genuine claim regected, lots of paperwork but doesnt cost anything, & very few 'fraud' cases go that far cos they know their claim wont stand up to the scrutiny!!!!!!

Hope this helps

Lets hope the FOS really comes down on the Scooby's insurer :wave: