Home Insurance Nightmare!!!!!!

Heyawta

Hi all

Please can someone advise me? This may take some time!
I burgled nearly 2 weeks ago. They took everything they could!

My insurance company (after days of not responding to my claim request!) finally got in touch with me. I explained that a bedroom window at the front of the house was left slightly open, and back door was locked when I left the house, but returned to find it open. The insurance company said they would check my policy to see if I was covered, as the upstairs window was open, and would contact me with their conculsion. Half an hour later this insurance rep called me back and declared "GREAT NEWS MISS... YOU ARE INDEED COVERED BUT THERE ARE RESTRICTIONS TO YOUR CLAIM ". It was then explained that I couldn't claim for any cash or bikes stolen. He then arranged for a loss adjuster to come out to my home to assess the items taken.
The loss adjuster went through all my proof of ownership, took photographs and said she would check the telephone conversation where I was told I was covered and she would be back in touch soon.
2 days after this meeting with the loss adjuster, I received a phone call from her stating my claim had been rejected. I asked her if she had listened to my earlier conversation with the insurance rep who had told me I am covered, but the loss adjuster just said "He was wrong... he shouldnt have said you were covered". I since have contacted my insuarance company and asked to speak to the man who told me I was covered under the conditions of my policy, but he refused to speak to me, but he did pass a message on saying he never said I was covered at all, which is a complete lie. I have requested a copy of the recorded telephone conversation that have taken place and an appeal form.

Why was a Loss Adjuster sent to my home?
Why did I have to take time off work to see this Loss Adjuster if I wasnt covered?
Why was I told I was covered if I wasn't?
Why wont this man speak to me now and explain his actions?
Can insuarance firms do this? Tell you are covered and then retract it?

What should I do next?

Alot of questions... just hoping someone can advise.

Thank you
H

ACG

I think the paperwork will supersede what you were told over the phone - human error can happen.

However if you have taken time off work, or incurred costs because of the error then you can claim for those.

FlameCloud

An adjuster visit is triggered for several reasons, all of which will vary between insurers. These will range from having concerns about the claim, the cost of the claim or even any specific endorsements on the policy (such as requiring certain types of loss)

The main issue is that adjusters are normally some way along with qualifications and invariably have far more experience than call centre staff. As such, they have probably realised there was an issue with liability and choose to overrule the call centre staff member if they thought he/she was wrong.

The call centre advisor will likely not 'explain his actions' to you because he probably has been told not to- the issue you have is with the decision he has made for the company, not him directly.

They can if something comes to light following the visit, yes.

Heyawta

thanks... I agree the policy has a minimum standard of security claues, but :
A) It is only assumed the burgler climbed onto my porch, pulled open the window and entered from there, where as the back door which is in practically hidden from view was also found opened, but was def locked when I left the house.
The insurance rep said that although they may have gained entrance from the window, any forced entry that requires physical effort (e.g climbing onto my porch in full view of my busy road and pulling the window open) was deemed as grounds to allow the claim to continue.

Can an insurance firm treat people like this?

Thank you for your advice!

H

hugoshavez

Heyawta wrote: »

thanks... I agree the policy has a minimum standard of security claues, but :
A) It is only assumed the burgler climbed onto my porch, pulled open the window and entered from there, where as the back door which is in practically hidden from view was also found opened, but was def locked when I left the house.
The insurance rep said that although they may have gained entrance from the window, any forced entry that requires physical effort (e.g climbing onto my porch in full view of my busy road and pulling the window open) was deemed as grounds to allow the claim to continue.

Can an insurance firm treat people like this?

Thank you for your advice!

H

A) When the police arrived, and you were talking to them, how did you/they think someone had gotten in?

Reject claims? Yes. Give wrong advice? No. You have a valid complaint here, maybe a couple hundred quid compensation. They won't overturn the adjuster's decision if it's correct though.