How to effectively complain about your insurance

julia817

Hello all,

PLease can I ask for some help. I took new insurance out when I moved house in November, at the recommendation of my mortgage adviser. I had previously been with Direct Line for a number of years. Anyway to cut a long story short my handbag got stolen from my house in January. Somewhere between getting home from work at 4pm and 8 pm that even. I believe they either came into my house and took it from just inside the entrance - or as I was unloading the car with shopping when I got home. Either way - despite claiming as soon as I knew -I have only just received a call to say they are rejecting my claim. I am absolutely disgusted and upset. The whole experience has been traumatic and after two week of submitting a claim I went through in detail for a hour and 10 minutes being cross examined by the claims handler - when I got off the phone I was in tears. Some of the questions he asked me were why would you buy shopping at lunchtime and leave it in your car for 3 hours - wouldn't it go off? Why did you change insurance company after so many years of being with direct line.

When I got the phone call to advise that my claim was being rejected on the basis that it was on the car (which no one really knows where they stole it from). I asked for a copy of the report and that I would like to make a complaint - the woman then got quote shirty with me on the phone - and as such didn't register my complaint - it is only when I phone my broker on Friday that they have now sent me a letter of acknowledgement.

I want to complain about the handling of my claim, and also the fact that they have rejected my claim. My whole life was in that bag, which somethings can never be replaced. I felt the questioning was leading and almost tricking me into saying things. I never got a copy or transcript of the conversation to verify what I had said.
There is evidence that it was stolen as the thieves used my cards several times around 8pm.

Anyway would love some advise and help.

Many thanks

Julia

InsideInsurance

As it is an emotional subject for you, put the complaint in writing to them following the process outlined in your policybook. Ideally get a friend or such to review the letter to ensure its understandable and relatively short identifying (1) what the complaint is and (2) what you want done to resolve it.

Did you report the theft to the Police? Presumably provided the crime reference to the insurer?

A "lost property" type claim is always going to raise suspicions, as is one close to the inception of the policy and so it is reasonable that they do the usual counter-fraud interview.

Does your policy have Personal Possessions cover? Does your policy have the increasingly common violence/ forced entry clause on the Theft section?

julia817

Hello thanks for the response. Yes I have personal belonging cover. They are trying to say that because it "could"have been in the car and there was no forced entry to the vehicle that it is not covered. However obviously I always lock the car - its unlikely in hidsight that it was in the car as they would have had to be open for them to take it - unless they were very very quick whils I carried bags into the house from the boot - but the bag was on the front seat and I have blackout out windows....

Anyway I will put it in writing.

McKneff

How could they use your cards....


They aren't trying to trick you. Its normal, if your story is true then you are going to answer honestly every time because that is exactly what happened.


If it is a fraudulent claim, people will trip up and forget what they have said. The insurance people are trying to find out which one you are. That's all really.


Ive never lost or had a purse/handbag stolen so I can only imagine how devastating it is.


Please, always put your handbag behind your seat, darkened windows don't work, Theives can still see in the front ones.

julia817

Hello,

They used my cards on the internet/iTunes somehow and also they attempted to withdraw cash at a cash point(so the bank told me) they were unsuccessful as they wouldn't have had the pin numbers - but they tried several times at two different cash machines - which the bank had a record off...

I think at every step I answered honestly as best I could remember - I went over and over it in my head - but it took them two weeks to even call me to take the details. Is this normal?

Thanks

Julia

magpiecottage

julia817 wrote: »

I asked for a copy of the report and that I would like to make a complaint - the woman then got quote shirty with me on the phone - and as such didn't register my complaint

The FCA defines a complaint as " any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or a redress determination, which:
(a) alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and
(b) relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service."

So you should add the refusal to register your complaint as a separate complaint against that individual because she knew, or ought to have known, that she was required to do so. If you have her name, so much the better but date and time will help them to trace who it was.

Remind them that the eight weeks to respond started when their employee refused to register the complaint. not now.

The bank should reverse the fraudulent transactions, though.

cattie

julia817 wrote: »

However obviously I always lock the car - its unlikely in hidsight that it was in the car as they would have had to be open for them to take it - unless they were very very quick whils I carried bags into the house from the boot - but the bag was on the front seat and I have blackout out windows....

It takes a matter of a couple of seconds to snatch a bag or other valuables from a car seat & I think some of the difficulty with the insurance co. over your claim is that you haven't been certain of exactly where it was stolen from.

Whether in a house or car, if a door is left open so thieves can help themselves invariably a claim will be totally refused. Blackout windows don't deter opportunist thieves.

I hope you do get somewhere with your complaint anyway as it must be dreadful to lose a bag. I've only ever had just my purse stolen & that caused me enough grief.

*Scarlett

If the bag was stolen from your house - do you have any endorsements on the policy regarding theft claims eg approved locks being used at night. 4pm would not usually be considered night time but 8pm might be.

Is there an endorsement regarding forced or violent entry for theft claims?

As stated before the problem could be that you are not sure if it was taken from the car or the house. There may be an exclusion on your policy that would exclude cover for certain items if they are not in a locked vehicle and out of sight - randomly golf clubs come to mind!

Insurers would normally expect you to take reasonable care of your belongings ie not leaving a handbag on the seat in an unlocked car or unattended in a bar or nightclub.

I am guilty of this - chucking shopping, handbag, etc into the car and then rushing off to put the trolley back - I do usually lock the car but in future I think I'll take my hand bag with me.

The irony is that as you have personal belongings cover, if you had accidently left your bag on the bus you may well have been covered

Register a formal complaint with the insurer and find out the exact reason that they have rejected the claim. It is important to know why the claim was rejected to see if you have cause for complaint.

If you have gone through the complaints procedure and are not happy with their answers and the outcome you can escalate to

http://financial-ombudsman.org.uk/

This has obviously been upsetting for you and I hope you get it sorted out.

SuperHan

julia817 wrote: »

- but the bag was on the front seat and I have blackout out windows....

You do know this is illegal, right? You might wanna fix that before a much more costly car insurance claim is rejected.

Unless of course you are saying that the windows are < 30% tinted, in which case, they're not black out, and you should be able to see quite clearly what's on the front seat.

It does seem a little bit negligent that you don't know when or where it was stolen which may have added to the claim rejection.