Impossible to claim on Virgin Money Travel Insurance!!

wowwow

Lost camera on Calais/Dover ferry in August, I called 3 days after holiday to see if I could make a claim, I was told yes & they won't pay out as I did not get a written police report that it was lost withing 24 hrs of it being lost. I called P&O Ferries the day after I returned from holiday but had to wait three weeks to see if the camera turned up (3 weeks is the P&O policy on lost items).


I was not advised when I called up to see if I had a claim that I should have reported the camera to the police as lost within 24 hrs as otherwise the claim would be invalid. I have just been told that a written report from the police was needed, which they do not provide. I could not have done that either as I did not find out for 3 weeks that P&O had not found the camera!


Kent Police don't provide written reports for any lost or stolen items, just a number for stolen items only. I reported camera lost 3 days after incident and I was told I had a claim, at no point did Virgin tell me to report it to the police in 24 hrs or the claim was invalid. So I could have not ever claimed on the policy from the get-go.


Virgin say that it is not up to their staff to give every detail of the policy when speaking to a customer, but maybe it's just me, but I would have thought that was the first thing you would ask 'have you reported it to the police?' But no. I know it was lost and not stolen as I left it on a bench whilst my son was being sick due to the rought crossing. Feel like I have been totally deceived and fleeced. :mad::eek:

lisyloo

You could send them a formal complaint.
Don't get all emotional and have a rant, just state the facts that they should have told you.
Normally you aren't covered for leaving items unattended though.
I appreacited your son was being ill but I'm still not sure you'd be insured if you left valuables unattended even in that case.

wowwow

Thanks, I have written a factual formal complaint. Makes was actually constitutes 'lost' an interesting topic!

Quentin

There are (at least) 2 exclusions regarding lost items which you have fallen foul of.

From their policy:

Excluded:

Anything that you lost or was stolen which you did not report to
the police within 24 hours of discovering it,

And

EXCLUDED:

Property you leave unattended (other than in your locked accommodation).