Problems with claim settlement from Groupama

ryderalan

We were broken into and robbed whilst we were away on holiday on 9 September. Now, on 19 November we still are no closer to getting our claim resolved than when it was first registered on 18 September. Mostly jewellery and cash was stolen, and the front door was damaged beyond repair, carpets and a wall in the hall were also damaged. Groupama appointed a Loss Adjuster, Merlin, who were to value the jewellery and assess and survey the damage. So far all that's been done is the front door has been replaced. We've had no offer of settlement or any assessment of the cost to repair and replace damaged articles. We're now 2 months on from the robbery, and haven't had anything (except the door) resolved. Has anyone else had problems with Groupama, or Merlin? Or is usual for a claim to take this long - we've never had to claim before.

huckster

Phone them and ask why the claim is being delayed.

There must be a reason for this, which only Groupama can explain. I would have expected Merlin to have supplied details to Groupama and for you to have been contacted to explain the way forward. Perhaps you have been sent a further request for information and you have not received this, so each is waiting for the other.

ryderalan

huckster wrote: »

Phone them and ask why the claim is being delayed.

There must be a reason for this, which only Groupama can explain. I would have expected Merlin to have supplied details to Groupama and for you to have been contacted to explain the way forward. Perhaps you have been sent a further request for information and you have not received this, so each is waiting for the other.

I have phoned them on numerous occasions. I've also emailed 6 times and written 5 times, with not a single reply apart from automated email responses.

huckster

ryderalan wrote: »

I have phoned them on numerous occasions. I've also emailed 6 times and written 5 times, with not a single reply apart from automated email responses.

If you arranged your policy via a broker or intermediary, ask them to make contact with Groupama, as you don't appear to be getting anywhere with them.

Strikes me as bit odd that they appear to be ignoring you, unless they have suspicions about the claim event and are making enquiries.

dacouch

It's the French Insurer way

geri1965_2

When I was burgled recently, my claim was done and dusted within a matter of weeks.

I was insured with AXA and GAB Robins were the adjusters (had a bit of a falling out with the adjuster over the settlement figure for my damaged doors though!)