AA/Drakefield Insurance Services

Not_a_Newbie

Just wanted to warn everyone about using this company.

To cut a long story short. I stupidly lost my wedding ring whilst on holiday in New Zealand. Contacted Drakefield as soon as I had discovered that I had lost it, to find out what I needed to do. On the fifth day after reporting it to them (4 days after finding I had lost it), and after numerous emails going back and forth (with the requisit time difference and their office hours issues), they notified me that I would need to contact the police to report the loss. Of course I hadn't done this as I didn't think I needed to as it wasn't stolen. They have now refused to payout on my claim as I didn't tell the police within 24 hours of the loss.

Won't again use the AA or anyone else who is connected to Drakefield.:mad:

dacouch

You will find viertually all Insurers insist a lost or stolen item is reported to the local police (Normally within 24 hours). If it's lost and is subsequently handed in then the police can reunite you with it.

Have you tried claiming under your Home Insurers, they will normally also want it reported to the police but often do not insist on 24 hours so it may be possible for you to report it to the police now

Not_a_Newbie

That's what they are saying. Its my fault I suppose as I should've read and memorised every word on my insurance document prior to going on holiday.

I've contacted the Ombudsman, it's not like I left it weeks and weeks before going to the police, I reported it as soon as I received an email from them saying that I needed to (which was on day 4). On no email from them before this did they mention that I needed to report it. I think they are being totally unreasonable.

dacouch

As I said it's very common to have this stipulation as it helps reunite items,, ensures the police investigate where appropriate and helps reduce fraudulent claims.

The Ombudsman is unlikely to help unless there where other reasons that caused the delay in reporting to the police eg you were in hospital etc

To be fair to the AA it does state on page 5 of the policy under the easy to read section on guidance on making a claim to report it to the police within 24 hours and obtain a police report

Not_a_Newbie

The police can still reunite you with lost items after 24 hours. The police station where I reported it contacted the police station in the area where I believe I lost my ring to check for me. So they did everything they could.

Yes I read the policy documentation before calling Drakefield this morning (I know after the event) and on page 5 it states that "As a general guideline report to the police".

The lady at the Ombudsman was very helpful, so we will see. You're right though that this will probably not give me the outcome I want, but if 20 people read this thread and decide not to buy insurance from these people then they have lost more than my wedding ring claim would've cost.

FH_Brit

Not_a_Newbie wrote: »

That's what they are saying. Its my fault I suppose as I should've read and memorised every word on my insurance document prior to going on holiday.

I've contacted the Ombudsman, it's not like I left it weeks and weeks before going to the police, I reported it as soon as I received an email from them saying that I needed to (which was on day 4). On no email from them before this did they mention that I needed to report it. I think they are being totally unreasonable.

STOLEN = Illegal Act = Call police! You should really not need to "read and memorize every word".

Think about it from the IC's point (being devils advocate again) - Everyone could "loose" jewelery that they never actually owned and "tryining it on" to get an easy payment. That's why they need "back up" in the form of a crime number - If you lie to the Police you could face prosecution therefore if it is a "try on' then you would not report to the Police. However in your situation it can make an innocent vicim look like a fraud. Not the Ic's fault really and EVERY IC would do the same so preety unfair to bad mouth the AA (not an insurer) or Drakefield Insurance.

Unfortunately, no matter what way you look at it, you were in the wrong and to blame others makes you twice wrong! Sorry to bear bad news.

Not_a_Newbie

Yes thank you for your very helpful comments. I realise it was my fault for not checking everything prior to going and for losing my ring. Had I had the ring stolen then I would've reported it straightaway to the police.

I'm not blaming anyone but myself, but I still think the insurance company is being unreasonable as I reported it to the police as soon as I had email confirmation from them that I needed to do it. Like I said I didn't actually have the insurance wording with me.

Being 'devils advocate' I understand now why people claim for things when they shouldn't. I've never claimed on travel insurance before and fingers crossed never will. It just shows that they will do anything to avoid paying out.

As for badmouthing AA/Drakefield, I think I am allowed to give my opinion on a company that I am having dealings with. I didn't lose my wedding ring on purpose, but the difference between 24 hours and when I actually reported it 4 days later, surely is not that significant. They could've used their discretion. My opinion again.

Maybe next time I will lose my Rolex not my couple of hundred pound wedding band!

FH_Brit

Newbie - No dont be dishonest - there's enough people like that around!

Buty really - cal the Ombudsman, I think you may have a shot - it's free and independent.

Not_a_Newbie

Just wanted to give an update of my dealings with (AA) Drakefield insurance.

To cut a very long story short, the decision originally made by Drakefield was overturned by NIG (the underwriters) following my contact with the Ombudsman and yesterday I received a cheque settling my claim. :j

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Excellent news. Common sense prevails.