Insurance problems

kate1976

I'm so angry right now so apologies if this turns into a rambling rant!!

I got burgled last week, police came, took a report, after police had gone I noticed more items missing, the police didn't say 'get in touch if anything else is missing' so I didn't (stupid? maybe but I was in shock)

I then went into Swinton the next day as I have my contents insurance with Norwich Union through them, lady was very helpful and told me that it was normal to notice items gone after the police had been and she also told me I didn't have to inform the police of any more items so I left it and didn't contact the police, silly me!!:rolleyes:

Now Norwich Union and IVAL keep phoning me telling me I need proof of purchase for the items, I've told them they were gifts, they then ask for boxes, I don't have any boxes, if I kept boxes for every item then my house would be overrun with them! I'm one of those 'if it works, chuck the box' I've now been told this could affect my claim and I now need to phone the police, get them to send me a full report so I can send it to Norwich Union!

I'm panicking now as the police don't have full details of items stolen due to the Swinton woman telling me I didn't need to, I'm scared that the insurance people will think I'm 'pulling a fast one' and quite frankly I'm angry at the fact that for all the years I've paid Norwich Union they may not payout anything!!

Any advice or anyone been through the same thing? I'm so stressed about the whole ordeal!

foolsgold99

Kate,
don't worry about it. Simply recontact the police and ask them to add the stolen items to your crime report (CR). You should have been given a CR number or perhaps and incident number. Either one should be suffice for them to find you on the system. Even if you don't have that go to your local police office and they can search on your name and DOB.

They will add the items to your CR no problem but they don't readily give you a copy. Your insurance compnay can apply to the police for the deatails so all that you need from the police in the CR number (which they will be able to give you if you ask). Pass this on to your insurance compnay and request that they get the details from the police. They may ask you to do this (as they have to pay a small fee and don't like to ) but stand firm and request that they do it for you. Remeber you are the customer and that's what you pay your fee for.

Hope this helps :j

kate1976

Thank you so much for your reply!

I finally got hold of the police and they told me that the insurance company always try it on by getting the victim to get the report, she told me to tell them to get it, £75 was the fee she quoted, I now understand why the insurance company tried to get me to get it!! :rolleyes: I have a crime number and the police said that's all they'll send me, if the insurance want a full report they have to pay for it!

As for the remaining stolen items, I shall be phoning the police tomorrow to update the list as I've been super busy today and not had all the details to hand, I've also just discovered another necklace has gone but as the insurance people are making me feel like a fraud already I think I'll leave that off, I know I should claim for it but I'm sick of them treating me like I'm a liar and as it's been just over a week I suppose I should've noticed it by now!

Anyway I'm rambling so thank you for your helpfulness.

mattymoo

For claims over £1,000 it is normal for insurers to appoint a loss adjuster. Not a bad thing and it does give you a human face to talk to.

As for proof of purchase etc, the insurers are a naturally skeptical bunch with good reason. Every lost pair of sunglasses seems to be Police and every stolen handbag is Prada. You see it on the claim forms - reads like a shopping list for Paris Hilton.

If your claim is reasonable, but with a few high value items they may be happy to see photos of the items - perhaps being worn on holiday etc.

Some insurers use a system called Digilog - a voice stress analyser that is designed to spot lies. They have to tell you if they are using this system if I recall correctly.

Astaroth

Insurers use all sorts of counter fraud systems from voice stress analysis to cognative questioning techniques to scoring systems. Subject to how likely they believe fraud is on the claim will dictate how thoroughly they will investigate the claim.

Did see some stats a few years ago which said that 5% of people said they would never comit insurance fraud, 85% said they would exagurate a claim (eg Tesco Value handbag becomes Prada on the claim form) and 10% said they would make up a claim (old glass of water into the back of the TV/ claim you have "lost" your now broken laptop). Against these odds it is surprising insurers are so rigerous?

foolsgold99

No problem Kate,
glad you've got it sorted but please don't under estimate what has been stolen. You pay your insurance premium in the event of what has happened to you and you deserve to get reimbursed. Insurance companies deliberately make you feel like that but don't worry about that.
All the best to you anyway.