Aviva/Barclays Contents Insurance Claim

MissF

I am writing to you as a last resort. I would really appreciate your help and assistance with my contents insurance claim with Aviva

In May 2010 I was informed by my ex partner via email that the landlord and my ex partner had removed all my belongings from a property which I had rented for myself and my son. As a victim of domestic violence, I fled to Milton Keynes to cut all ties from my ex partner and last communicated with him in 2009.

My ex partner told the Police that he had obtained my address through a database at work and as a result the Police issued him with a harassment warning. As I had only started the tenancy with the Landlord, 3 weeks before, I was shocked that he had allowed my ex partner to enter the property without my permission. The property rented was in Milton Keynes. I was visiting London to attend a hospital appointment and my ex partner was residing in Gloucester. As a result, three different Police departments were investigating.

On the 2nd of May 2010, my ex-partner visited the property in Milton Keynes and the Landlord allowed him entry. The landlord allowed my ex to remove belongings from the property. The Landlord then emptied the property and claims to have left my belongings on the street. He claims that the ex had informed him that I had ended the tenancy. However, it has been proven that I had no communication with the ex. This led to a harassment warning being issued against him. The ex stated that he removed some items and took them with him to Gloucester. This was his attempt at trying to coerce me into getting back in contact with him. He then sent me an email confirming this and asking for a contact number to return the items he claimed to have. I immediately contacted the Metropolitan Police and they liaised with him for the return of some items, without providing my address. In June 2010, I received some items belonging to me, which were half damaged.

I contacted my Insurance provider, Aviva who sent loss adjustors called Crawford's to investigate the missing items. Crawfords asked for receipts for the missing items which I have been unable to produce as all my documents including my passport and birth certificates went missing after the Landlord emptied the property. Since the Metropolitan Police were dealing with the return of items, Northamptonshire Police have claimed that everything has been returned to me. I informed Metropolitan Police that there were still items missing, and was advised that they would liaise with Northamptonshire Police so that they would investigate. Unfortunately, Metropolitan Police didn't liaise with Northamptonshire Police and the case was closed in 2010. I was not advised that the case was closed. In 2011, Aviva claim to have written to me to inform me that the Police have closed the case and that it is a civil matter. They also claim that everything had been returned to me. However, I had not received this letter and could not reply to it.

In February 2013, I contacted Aviva, Crawford's and the Police to enquire as to what had happened with my claim. I was informed that the case had been closed and that they were not going to pursue the matter. After complaining to Aviva, I was then informed on the 05th of February 2013 that they would re-open the claim but I would have to liaise with the Police with regards to the missing items and unless the Police deemed it to be a theft then they would close the claim and deal with it as fraud.

I emailed Northamptonshire Police, who asked me to email a list of items that were still missing. On the 16th of February 2013, I emailed a list of items which were returned to me, along with a list of items which are still missing. On the 19th of February 2013, I received a letter from the Professional Standards Department at Northamptonshire Police who stated that they would not be recording my complaint, not will they be investigating the missing items.

On the 07th of March 2013, I spoke to the detective sergeant at Metropolitan Police who was investigating the incident in 2010. She recalled the incident but informed me that she didn't liaise with Northamptonshire Police, nor did she advise them that I had received all my belongings. She advised me to make a formal complaint and ask Northamptonshire Police to investigate the theft on the missing items. I spoke to Northamptonshire Police who were reluctant to investigate the missing items as they wanted me to provide receipts even though they are aware that all my previous documents are missing. Furthermore, they have not questioned and unwilling to question the Landlord as to where my belongings are after he emptied the property. They claim that the items missing are a civil matter and that I should ask my ex for them. However, I have explained to the Police that I cannot approach my ex as he is a very violent individual and they are unwilling to question him either.

I was initially informed to provide photo evidence of the items missing, which I can and I also have receipts for some of the others. However, the receipts would be in the form of bank statements. I have never shared a bank account with my ex, which proves that I purchased the items. I withdrew cash and purchased some of the things, but the Police are not willing to accept that I sum of money approx £3000 was also stolen. I have photo's of me wearing my gold during my wedding which I was initially informed would suffice as evidence. These photo's are on my hotmail account and not in document form. I have now been informed that photo's of items does not prove that I owned any items. I don't know what to do, as my receipts for the items were never returned to me during the incident and I have approached the Jewellers who have advised me that they don't hold records for 2004. They have provided me a valuation for the gold after viewing my wedding photos but the Police Aviva and Crawford's will not accept the photos, bank statements or witness statements from people who can verify that the items belonged to me.

I have been honest with all the agencies involved at all times and I don't know what else I can do. All I wanted to do was start a new life in Milton Keynes with my son after suffering from domestic violence. I recently received £500 from a charity to help me purchase beds for myself and my son. The Landlord and ex are both claiming that they do not have the items and I don't know what else to do or who to turn to. I have managed to replace passports and birth certificates which has cost me a lot, and I don't have any other documents or receipts, just photos and duplicate bank statements.

Any help and guidance would be greatly appreciated.

Thanks

hugoshavez

MissF wrote: »

I am writing to you as a last resort. I would really appreciate your help and assistance with my contents insurance claim with Aviva

In May 2010 I was informed by my ex partner via email that the landlord and my ex partner had removed all my belongings from a property which I had rented for myself and my son. As a victim of domestic violence, I fled to Milton Keynes to cut all ties from my ex partner and last communicated with him in 2009.

My ex partner told the Police that he had obtained my address through a database at work and as a result the Police issued him with a harassment warning. As I had only started the tenancy with the Landlord, 3 weeks before, I was shocked that he had allowed my ex partner to enter the property without my permission. The property rented was in Milton Keynes. I was visiting London to attend a hospital appointment and my ex partner was residing in Gloucester. As a result, three different Police departments were investigating.

On the 2nd of May 2010, my ex-partner visited the property in Milton Keynes and the Landlord allowed him entry. The landlord allowed my ex to remove belongings from the property. The Landlord then emptied the property and claims to have left my belongings on the street. He claims that the ex had informed him that I had ended the tenancy. However, it has been proven that I had no communication with the ex. This led to a harassment warning being issued against him. The ex stated that he removed some items and took them with him to Gloucester. This was his attempt at trying to coerce me into getting back in contact with him. He then sent me an email confirming this and asking for a contact number to return the items he claimed to have. I immediately contacted the Metropolitan Police and they liaised with him for the return of some items, without providing my address. In June 2010, I received some items belonging to me, which were half damaged.

I contacted my Insurance provider, Aviva who sent loss adjustors called Crawford's to investigate the missing items. Crawfords asked for receipts for the missing items which I have been unable to produce as all my documents including my passport and birth certificates went missing after the Landlord emptied the property. Since the Metropolitan Police were dealing with the return of items, Northamptonshire Police have claimed that everything has been returned to me. I informed Metropolitan Police that there were still items missing, and was advised that they would liaise with Northamptonshire Police so that they would investigate. Unfortunately, Metropolitan Police didn't liaise with Northamptonshire Police and the case was closed in 2010. I was not advised that the case was closed. In 2011, Aviva claim to have written to me to inform me that the Police have closed the case and that it is a civil matter. They also claim that everything had been returned to me. However, I had not received this letter and could not reply to it.

In February 2013, I contacted Aviva, Crawford's and the Police to enquire as to what had happened with my claim. I was informed that the case had been closed and that they were not going to pursue the matter. After complaining to Aviva, I was then informed on the 05th of February 2013 that they would re-open the claim but I would have to liaise with the Police with regards to the missing items and unless the Police deemed it to be a theft then they would close the claim and deal with it as fraud.

I emailed Northamptonshire Police, who asked me to email a list of items that were still missing. On the 16th of February 2013, I emailed a list of items which were returned to me, along with a list of items which are still missing. On the 19th of February 2013, I received a letter from the Professional Standards Department at Northamptonshire Police who stated that they would not be recording my complaint, not will they be investigating the missing items.

On the 07th of March 2013, I spoke to the detective sergeant at Metropolitan Police who was investigating the incident in 2010. She recalled the incident but informed me that she didn't liaise with Northamptonshire Police, nor did she advise them that I had received all my belongings. She advised me to make a formal complaint and ask Northamptonshire Police to investigate the theft on the missing items. I spoke to Northamptonshire Police who were reluctant to investigate the missing items as they wanted me to provide receipts even though they are aware that all my previous documents are missing. Furthermore, they have not questioned and unwilling to question the Landlord as to where my belongings are after he emptied the property. They claim that the items missing are a civil matter and that I should ask my ex for them. However, I have explained to the Police that I cannot approach my ex as he is a very violent individual and they are unwilling to question him either.

I was initially informed to provide photo evidence of the items missing, which I can and I also have receipts for some of the others. However, the receipts would be in the form of bank statements. I have never shared a bank account with my ex, which proves that I purchased the items. I withdrew cash and purchased some of the things, but the Police are not willing to accept that I sum of money approx £3000 was also stolen. I have photo's of me wearing my gold during my wedding which I was initially informed would suffice as evidence. These photo's are on my hotmail account and not in document form. I have now been informed that photo's of items does not prove that I owned any items. I don't know what to do, as my receipts for the items were never returned to me during the incident and I have approached the Jewellers who have advised me that they don't hold records for 2004. They have provided me a valuation for the gold after viewing my wedding photos but the Police Aviva and Crawford's will not accept the photos, bank statements or witness statements from people who can verify that the items belonged to me.

I have been honest with all the agencies involved at all times and I don't know what else I can do. All I wanted to do was start a new life in Milton Keynes with my son after suffering from domestic violence. I recently received £500 from a charity to help me purchase beds for myself and my son. The Landlord and ex are both claiming that they do not have the items and I don't know what else to do or who to turn to. I have managed to replace passports and birth certificates which has cost me a lot, and I don't have any other documents or receipts, just photos and duplicate bank statements.

Any help and guidance would be greatly appreciated.

Thanks

Sorry, but there's a hint of untruth about your account, or half-truth at best.

You could comlain to Aviva, then pursue the complaint with FOS, but the first thing I'd do is make sure you have all correspondence from Aviva and Crawfords and go through it, highlighting any mistakes to them.