Lloyds TSB Insurance advice please

clarrie8466

My in-laws, aged 76 and 86, were burgled during the night a couple of weeks ago. The burglars even took money and a bank card out of my father-in-laws trouser pocket in their bedroom whilst they slept.

They took one TV, 2 laptops (an old one and a new one), 3 rings, bankcards and cheque books. Boris, my father-in-law, woke during the night to some noise and got out of bed to look through the curtains before going back to sleep. I think he must have disturbed them, as some rooms looked untouched. I cancelled the bank cards and cheque books immediately.

I helped them put in their insurance claim with Lloyds TSB. Lloyds TSB have been absolutely lousy on communication since then, so I phoned them today to find out what was happening.

Lloyds TSB are demanding proof of ownership. The TV and the two laptops were bought for them by their son using on-line shopping and he has the email order confirmations. Lloyds TSB will not accept this as proof of ownership. They also won't accept the presence of broadband in their house as supporting evidence.

One of the rings was an engagement ring bought for my wife by her ex-husband. When they divorced about 10 years ago my wife was going to sell the ring, but her mother said she would like it and so she gave it to her. Although we can prove the ring was bought (or so I hope - I phoned the jewellers today and they will look it up in the morning) we cannot prove it is owned by my mother-in-law so Lloyds TSB will not pay.

My mother-in-law has used the laptops to send emails over the years, and yet that is apparently not proof either. She also needs a laptop to mark exam papers - which she does on a part-time basis. The first laptop was bought in 2006 and a replacement bought only in August. We could provide 3rd party statements that she owned all these items, but apparently that is also not acceptable.

Frankly I am at my wits end. This business world is no longer something I wish to live in. I feel the company's attitude is immoral, and that my in-laws (and me) have been branded as cheats and liars (although those words have not been mentioned of course), and not treated with dignity or respect.

They have not made any insurance claim in the last 40 years. About 45 years ago my mother-in-law claimed for a coat that got singed on an open fire. They are respectable, law-abiding citizens who do not deserve this shabby treatment.

I feel that with 3rd party statements confirming ownership I could take this to the small claims court and have every chance of winning. My mother-in-law does voluntary work at a local nursing home run by the Sisters Hospitallers of the Sacred Heart and at least one of those statements would come from the Sister in charge who will have seen the ring. Can anyone advise me on the best course of action please? BTW, I have two friends inside Lloyds TSB who have secretly supplied me with some Lloyds TSB director level details including direct phone numbers. I have it in mind to start calling all of them soon just to try and get some status into my complaint. Do you think it worth it?

Clarrie

huckster

Hi

You must make a formal complaint using the complaints procedure and threaten to involve the press and the FOS.

If they know roughly when the items were bought, they could ask their bank/credit card provider for copy statements, which will hopefully show the payment details.

Due to the increase in dodgy claims, Insurers are being more careful and are wanting receipts or other proof of ownership. If they have owners manuals or have registered the warranties on the items, these might also help them.

You just have to keep digging away and hopefully after a delay, the claim will be settled in an acceptable way.

Lloyds TSB Insurance has gone through a lot of changes in the last few years and as a result, their services levels appear to have dropped significantly.

clarrie8466

Hi Huckster

Thanks for the advice. I should add though that Lloyds TSB accept the electronic items were bought and acknowledge the validity of the email confirmations, but they say this does not prove the laptops were owned by the in-laws as the transactions were in their sons name. Two of the purchases were followed by on-line transfers between in-laws and son's bank accounts so they should hopefully accept this, but the third purchase (made only a few weeks ago) has not as the money owed was offset against a family loan.

Clarrie

clarrie8466

Lloyds TSB have finally coughed up. ABoiut time too. It goes to show that if you persist these big companies do sometimes listen.

No apology though.