Insurance help after burglary... No forced entry

super_dad

Over the weekend our home was burgled. Thankfully they didn't make a mess, they just took a couple of laptops, ipod, phone and a couple of other bits. We assume they were disturbed by a neighbour who heard the alarm going and back door open.

We were away at the time in our holiday home, found out about the burglary on sunday morning and travelled back. this was then reported to the Police on Monday morning (next door neighbour is a copper and there seemed no mega rush to report it...)

We reported the matter to our insurance company and they sent out a "loss adjuster" yesterday. Having never made an insurance claim before I was shocked at how aggressive this guy was - basically saying that as there was no forced entry then a payout was unlikely... we must have left the backdoor unlocked and that's how the thief got in and out.

I know that the door was locked, there isn't a doubt in my or my wife's mind. When we go away for the weekend we always make a point of ensuring the place is secure as we live in an unusual house (converted school) and it's in a nice area. We're very conscious of us being in a med-high risk area so make a point of doing extra checks.

When I was searching for advice online I came across something called "lock bumping" (go on you tube and you'll see what it is... it's bloody frightening!) - I offered this as a possible explanation to the loss adjustor and he said "it can't be that as "bumping" a lock breaks it" - he was wrong, I pointed this out to him via email - so I had it in writing.

Anyway, this guy was rather aggressive when questioning us - stopping somewhat short of "you're a liar" - but suggesting it.

I am guessing that the loss adjusters job is to pay out as little as possible, if anything at all. Can anyone offer any advice on how to deal with these guys? In our interview he seemed to brush over the facts and concentrate on any form of doubt.

For instance, our alarm was going off and the back door was open... it was found by a neighbour who is in the police... he didn't see this as important. Instead he is concentrating on ensuring that our lock was fitted correctly by a tradesman (it was!)

We are also struggling to find serial numbers for the laptop's that were taken - he saw this as a major issue. We may have manuals (somewhere!) and this "may" be acceptable.

Anyway, I'm sure you're bored of reading my little story at this point, but does anyone have any sort of advice in such a case?

Also, I know there is a temptation when reading stories like this for people to say that they find it hard to believe that a lock was "picked/bumped" but, let's assume that it was the way the thief got in. i am really after help with the attitude of this insurance company/adjuster...

any constructive advice is appreciated.

http://www.youtube.com/watch?v=92pvpyNlZpc

Quentin

Anyone else got a key/knows you were away etc??

dacouch

Does the front or back door have an euro lock?

Is there a history of similar thefts using the same M.O in your local area?

Who is the Insurer?

super_dad

there have been a few thefts in the area, but more petty theft (think sheds and gardens) - there aren't lots of thefts, every few weeks someone seems to have something gone, it appears.

The copper who came round said these occur occasionally (with no forced entry) but the thief was often known in these circumstances.

most thefts in the area are small and not reported from what I can make out..

Nobody else has a key (excluding the mother in law!)

Has anyone ever dealt with loss adjusters before... were they equally aggressive/dismissive of your thoughts and opinions?

Insurer is swinton. Argentpa are the loss adjusters. Swinton just pass details on to these guys by the look of it.

Quentin

Are you sure the MiL has kept the key safely? And no-one could have "borrowed" it off her?

super_dad

positive. the MIL has it locked away and lives 20 miles away. They are probably the most honest people I have ever met (church warden and retired professional) - we call her hyacinth bucket.

No, she has the key and it hasn't gone anywhere.

Quentin

As far as the "attitude" of the adjuster is concerned, then you can make a complaint about this to the insurer.

If your claim is declined, then you need to make a formal complaint (in line with the insurers complaints procedure), and escalate it if you are unhappy with their answer.

dacouch

The Insurer may not require their to be signs of forced entry for a theft claim.

Swintons are not the Insurer, they're an agent, who is the actual Insurer (I'm guessing it's Covea)

super_dad

it's argent... I'll check but I am sure that the insurer is argent too.

Mungo76

Are they saying forced and/or voilent entry, or just forced entry?
Force is pushing the door or turning a handle.

spacey2012

Replace the Locks with Avocet barrels.
But as a locksmith pointed out to me , do not lose all the keys or you will be buying a new door, he said nobody could pick them, bump them, or snap them, or open them if you lose the keys, even locksmiths.
http://www.abs-secure.co.uk/keyalike_info.asp