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HSBC travel insurance claim rejected...please help
jacobuk83
Posts: 1 Newbie
Hello everyone,
I have come to a point where I am extremely stressed out and agitated with the way HSBC have treated me. To cut my strory short, I went on holiday to Barcelona in January this year. Unfortunately the invetiable happened. On the last day of my holiday I was mugged by a group of boys whilst returning from a show after 11pm. My bagpack was snatched from my hand which had my laptop and camera apart from a few other items. I couldnt do much that night and went back to the hotel. The next morning after realizing I had travel insurance with HSBC Advance I went to a police station to report this incident. I was made to go to 2-3 police stations as no one could speak English. I finally was able to lodge the complaint with the help of a transalator at one police station. Done everything and got the report as advised by HSBC which was needed to report the claim. I was lucky I managed to do that just before leaving back for the UK. All of this was extremely stressful and ruined my entire holiday. Once I came back I spoke to HSBC who sent me the claim form. On recieving that I realized I had to obtain some reciepts for items got in 2010. After doing all of that I sent everything needed to HSBC. Now heres where it got even worse, there was no response from them for weeks. Each time I called I was promised a callback or an email with an update and nothing ever was done till about last week 11th of April when after me ringing several times, I was told to speak to someone from the validation team. He again asked me all the information I had given them in the first place. I was outside at the time of the call and gave him a brief explanation of the incident. They now have writen to me saying that the claim has been rejected due to inconsitancy in the report and my phone calls. This was just not acceptable and Im just feeling awful. They said in the police report I have mentioned I chased the muggers for a bit but when I spoke to them I didnt mention that and that I stayed with my girlfriend. What I meant to say was that I didnt chase them leaving my girlfriend so went a bit after them as anyone would naturally do and realized it was useless and went back to my girlfriend. I was in a state of shock so didnt know what to do really and even they spoke to me about it over and over again they seem to be putting words in my mouth or asking questions in a vague manner to which you cannot respond and if you do they take it in another sense and end up saying I have changed the situation or am giving inconsistant information. There is not a bit of empathy. On the flip side their exact words of getting back to me in 5-7 days and failing that isnt inconsistant. I am just fed up and am wondering what next step should I take. I know the incident has happened to me. Then I realize Im paying every month to have me protected in some manner from it. And then I get a claim rejected. I have never claimed for anything in the past and have a good credit score and a good job and a home, I would not need to claim for something that hasnt happened to me as they suggested in their letter. While submitting the claim I even knew I am not going to get the full amount as you do if you had insurance for your electronic items. I have put a genuine list of items I have lost including jeans and clothes which happened to be in the bag in case I didnt return and made other plans for the night. I have spoken to their supervisor and they all just seem to be pure jobsworths and nothing more, making a commisson on rejections. I now realize how stupid Ive been to have even taken insurance with them as for me the bank isnt any better than the youths who mugged me. Its got to a stage where the monetary aspect isnt that important but the fact that I have gone thru something which the bank are turning a blind eye on inspite of happy charging me £12.95 monthly for it. Any advise is much appreciated.
I have come to a point where I am extremely stressed out and agitated with the way HSBC have treated me. To cut my strory short, I went on holiday to Barcelona in January this year. Unfortunately the invetiable happened. On the last day of my holiday I was mugged by a group of boys whilst returning from a show after 11pm. My bagpack was snatched from my hand which had my laptop and camera apart from a few other items. I couldnt do much that night and went back to the hotel. The next morning after realizing I had travel insurance with HSBC Advance I went to a police station to report this incident. I was made to go to 2-3 police stations as no one could speak English. I finally was able to lodge the complaint with the help of a transalator at one police station. Done everything and got the report as advised by HSBC which was needed to report the claim. I was lucky I managed to do that just before leaving back for the UK. All of this was extremely stressful and ruined my entire holiday. Once I came back I spoke to HSBC who sent me the claim form. On recieving that I realized I had to obtain some reciepts for items got in 2010. After doing all of that I sent everything needed to HSBC. Now heres where it got even worse, there was no response from them for weeks. Each time I called I was promised a callback or an email with an update and nothing ever was done till about last week 11th of April when after me ringing several times, I was told to speak to someone from the validation team. He again asked me all the information I had given them in the first place. I was outside at the time of the call and gave him a brief explanation of the incident. They now have writen to me saying that the claim has been rejected due to inconsitancy in the report and my phone calls. This was just not acceptable and Im just feeling awful. They said in the police report I have mentioned I chased the muggers for a bit but when I spoke to them I didnt mention that and that I stayed with my girlfriend. What I meant to say was that I didnt chase them leaving my girlfriend so went a bit after them as anyone would naturally do and realized it was useless and went back to my girlfriend. I was in a state of shock so didnt know what to do really and even they spoke to me about it over and over again they seem to be putting words in my mouth or asking questions in a vague manner to which you cannot respond and if you do they take it in another sense and end up saying I have changed the situation or am giving inconsistant information. There is not a bit of empathy. On the flip side their exact words of getting back to me in 5-7 days and failing that isnt inconsistant. I am just fed up and am wondering what next step should I take. I know the incident has happened to me. Then I realize Im paying every month to have me protected in some manner from it. And then I get a claim rejected. I have never claimed for anything in the past and have a good credit score and a good job and a home, I would not need to claim for something that hasnt happened to me as they suggested in their letter. While submitting the claim I even knew I am not going to get the full amount as you do if you had insurance for your electronic items. I have put a genuine list of items I have lost including jeans and clothes which happened to be in the bag in case I didnt return and made other plans for the night. I have spoken to their supervisor and they all just seem to be pure jobsworths and nothing more, making a commisson on rejections. I now realize how stupid Ive been to have even taken insurance with them as for me the bank isnt any better than the youths who mugged me. Its got to a stage where the monetary aspect isnt that important but the fact that I have gone thru something which the bank are turning a blind eye on inspite of happy charging me £12.95 monthly for it. Any advise is much appreciated.
0
Comments
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You can appeal their decision and if the appeal fails make a complaint.
If you are unhappy with their response to your complaint you can escalate the issue as far as the FOS.
See your policy for details on how to complain.0 -
I agree. You need to read the complaints procedure on your policy and take it from there.
Good luck and keep us posted of the outcome.0
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