Is this normal procedure?????

Cherokee_2

my daughter had her car stolen last month, it was reported and an insurance claim filed. They said they would wait three weeks to see if the car was recovered which seemed fair enough. She had a call from a girl at the insurance company (who was quite abrupt in her tone) It appears my daughter has to meet her in Mcdonalds in an area that is not very familiar to us about 25 minutes drive from our home, with all the documents and the keys to the car. I find this quite disturbing, is this normal procedure or is it a little strange?????? This is the first time we have had to make a claim so are unsure. Not only that but seeing as the claim is for a stolen car how can they expect the client to travel???? I find it all very strange and not sure what she should do.

mattymoo

It is usual for an investigator to be asked to look into vehicle thefts. They want to see the documents and more importantly, 2 sets of vehicle keys. This proves the keys were not in the car when it was stolen.

The normal procedure is to visit the person either at home or at work, whichever is convenient for the policyholder. A meeting in a McDonalds sounds very unprofessional and lazy in my opinion.

Suggest your daughter call them back and re-arrange.

PS: the only time an investigator might arrange a meeting elsewhere is for the investigation of complex motor accidents where a locus (accident location) report is needed. They may ask to meet a policyholder at the scene in order to establish vehicle movements etc.

mara

This seems very odd to me. Whilst I agree with Mattymoo that it is usual for an investigator to look into a theft, being asked to meet at a McDonalds is not a usual request. If all they want to see are the vehicle documents and keys, surely they could just ask you to post them in. Most meetings take place at your home or work address and agree you should ring & insist on the meeting taking place at one of these locations. Also, when they arrive, don't forget to ask for their ID and if they ask to take your documents/keys that you get a written receipt for them.

debsy42

The whole thing sounds wrong, wrong and even more wrong. I think they would make you an offer first for the value of the car and then ask for all the documents to be returned to them when you had accepted.

Just out of interest, where was the car stolen from ? I'm thinking that someone could be looking to get the documents, sell the car on quickly via ebay or wherever and do a runner with the cash........

mattymoo

debsy42 - from memory (it's 15 yrs since I handled this sort of stuff) the documents are needed to calculate the vehicle value, in the absence of the car.

It is not just about document / keys handover though. They will wish to discuss the circumstances of the theft, times, locations etc and they will possibly record this in the form of a statement. It is an anti-fraud measure.

Cherokee_2

I fully understand about the handing over of documents and needing to discuss the incident, I dont have a problem with that, its just that I didnt expect my daughter to have to travel to meet them at a McDonalds, it dosent seem to be very professional to me

Errata

Tell them it's not convenient. Suggest other venues - home, office, their local office and ask why they suggested McD's

Cazza

Have you tried calling back the insurance company directly, on the number you reported the theft to, to check it's actually them???? I have no idea who else it could be, but something definitely doesn't smell right to me!

cocks3_2

A meeting to discuss a theft it common. Having documents with you is also common and convenient. The location is not so common - forgive me tho but is it possible that there was some agreement made as to the location? I am thinking along the lines of being asked where can i meet you? suggesting a few locations or landmarks and your daughter plumping for that maccyd? either way, if you are uncomfortable then call them and ask to change it.

nadnad

it sounds a bit strange - the investigators where i work would always go to the persons home for this sort of thing. so i would ring the office explain the situation and tell them its not convenient to meet there and you would appreciate it if the investigator would come out to your home.

ArchieB_2

I wouldn't entertain this as it clearly sounds like an attempt to get the documents, possibly by the theives. Call your insurers and ask what is going on.