Home insurance claim nightmare, looking for advice

Maybetomorrow_2

We were burgled back in the Spring. No sign of forced entry. We figured they either jimmied both our front door locks somehow without causing any damage, stole a key (cleaner perhaps?), or entered via the cellar window while were in the house and hid there waiting for us to go out.

Tens of thousands of pounds of personal items stolen. We reported it to our insurance company and the police immediately and changed the locks straight away. The burglary took place the day after our home insurance policy came into force.

Our insurance claim is still not settled and the company seems to be very evasive. They sent a loss adjuster in April to take a statement and proof of ownership for items stolen. We had receipts and photographic evidence of ownership for 90% of the items.

The loss adjuster sat on our case for months and did nothing with it despite us chasing. All he did was respond 6 weeks later with a request for information we had already given him. The insurance company has also failed to act when we have chased them, always referring back to the loss adjuster.

We have made a high level complaint to the insurance company and now they are sending a second loss adjuster out. The company representative we are dealing with now seems very pleasant but I am concerned we're going round and round in circles here and it's so distressing still being without my wedding and engagement rings and other personal belongings. We just want it sorted.

Is this a typical course of events for a home insurance claim or are we being taken for a ride? Not sure what to do now really except wait for second loss adjuster to visit and hope for a quick resolution.

I can't see why it is taking so long?

We have no previous experience with such a claim and would really appreciate any advice or stories of similar situations. I'm struggling to think clearly about it all as we are also dealing with finding out our new baby has severe disabilities so this has been my focus during these last few months.

Many thanks

thegirlintheattic

Sorry about your baby. Sounds like yours is not a standard case given the fact there was no forced entry and the policy was new. Sounds like they have listened to your complaint though so hopefully it will get sorted soon now.

Maybetomorrow_2

thanks, I hope so. I'm just finding it difficult as the insurance company hasn't kept us informed about how our claim is being processed and we have no idea what to expect. It's as if they are just hoping we'll give up and go away!

Dynamic_Panda

My concerns here are the no visible damage and the policy was only taken out that day (or put in place to start that day)............this could be the reason why.............they may also be looking at sending out an investigator (separate from the loss adjuster) to ask questions so that the insurer is satisfied that it is a genuine claim though this should have been done by now..........

Large claims can take a long time to settle..........it could also be that there are questions about the level of cover against the value of the items stolen and if any were specified were they correctly valued...........

I hope it is resolved for you to your satisfaction soon........

DP

Maybetomorrow_2

thanks DP. I've been through our policy document with regards to the value of items, individual item limits etc and we're within the policy terms as far as I can tell.

So the second loss adjuster is to confirm we are genuine claimants and just go through the details again? I can live with that. It's the lack of communication and not feeling like we know what's going on that's driving me mad!