Car stolen...ongoing claim

sibod2002

Hi guys I had my car stolen from outside a property I own but is not my home address I currently renovating the property and still live with my parents..I rang the police and obtained a crime number then informed my insurance..since then I have gave them the keys the log book and they have also received the police report

On Friday they requested 2 utility bills from my parents address which I provided yesterday..they then emailed me saying they need 2 utility bills in my name I explained to them that I have told them numerous times I live with parents and all utility bills will be in their name..I received no reply to this email so I emailed again this morning asking for an update and the investigator replied that the bills had been referred to underwriting.

I then replied again basically saying that if the information they asked for was not suffice then why did they ask for it in the first place knowing the utility bills would be in my parents name and that I was quite annoyed if a few days have been wasted and am paying continuing hire costs.

Any thoughts on what is likely to happen next as I am worried that they are holding things up deliberately or will underwriting request any more info from me?

Thanks

whatmichaelsays

sibod2002 wrote: »

Hi guys I had my car stolen from outside a property I own but is not my home address I currently renovating the property and still live with my parents..I rang the police and obtained a crime number then informed my insurance..since then I have gave them the keys the log book and they have also received the police report

On Friday they requested 2 utility bills from my parents address which I provided yesterday..they then emailed me saying they need 2 utility bills in my name I explained to them that I have told them numerous times I live with parents and all utility bills will be in their name..I received no reply to this email so I emailed again this morning asking for an update and the investigator replied that the bills had been referred to underwriting.

I then replied again basically saying that if the information they asked for was not suffice then why did they ask for it in the first place knowing the utility bills would be in my parents name and that I was quite annoyed if a few days have been wasted and am paying continuing hire costs.

Any thoughts on what is likely to happen next as I am worried that they are holding things up deliberately or will underwriting request any more info from me?

Thanks

Insurance companies move slowly. It's frustrating, but it's a fact of live.

'Underwriting' will effectively be checking that the risk you posed is exactly what you said you posed (ie, that your circumstances tally with the answers you gave them when you took the policy). If you told them you were living with parents, it stands to reason that your parents will be the bill payer and they should accept this.

It doesn't sound like anything particularly untoward (in the sense that this is largely how I'd expect an insurer to deal with this - apart from the back and forth on the utility bill).

If things don't progress, write to them (by post, not email - it's always more effective) asking for details of any alternative dispute resolution scheme they subscribe to or your rights to complain via the FCA. That usually elicits a response.

Quentin

whatmichaelsays wrote: »

..........If things don't progress, write to them (by post, not email - it's always more effective) asking for details of any alternative dispute resolution scheme they subscribe to or your rights to complain via the FCA. That usually elicits a response.

This is incorrect advice.

Before escalating the matter you first need to make a formal complaint. The Insurer's complaints procedure will be set out in the policy docs. Then if you are unhappy with their response (or your complaint is ignored for 8 weeks) you can escalate the matter yourself.

The correct body to escalate to is the Financial Ombudsman Service (not the FCA who can't help you).

sibod2002

Just an update

The insurance came back to me and said underwriting are happy with what I have provided and they are now waiting for the car key report to come back

I have them the key along with log book etc

What do they mean by a key report?

forgotmyname

Some keys record when they were last used. So if you give them a spare thats not been used for some time they will know.

Also if you give them a key thats logged being used after you reported it stolen, again they will know something is not quite right.

sibod2002

God I didn't even know they could do that..so basically the keys are a tracker..do newer cars have them?mine was 2011 plate

dacouch

sibod2002 wrote: »

God I didn't even know they could do that..so basically the keys are a tracker..do newer cars have them?mine was 2011 plate

It won't be a problem if you have told the Insurers the entire truth.

What sort of car is it?

sibod2002

Nope won't be a problem the car is a bmw

forgotmyname

BMW 100% yes.. Thats one of the first where i heard they could do that.

Not a tracker. It doesnt know where the car is. But it knows the date/time it was used.

The insurance claim was rejected when they checked the keys. Turned out one of the keys was used after the car was supposed to have been stolen.

[Deleted User]

sibod2002 wrote: »

Nope won't be a problem the car is a bmw

That explains how it was stolen.

dacouch

For some reason the OP decided to start a new thread on Piston Heads, I'm not sure why.

"Hi guys my insurance company has sent my car key off for examination as part of a stolen car claim

They say it is to check that the key is actually for my vehicle and to see if it holds any information

Anyone out there clued up on what information
Will be stored on there?my car is a 2011 bmw 3 series

Thanks "

"Seems like there is a confusion across the board on this

I asked someone who has worked for land rover all their life and they say the key will have all the cars data eg.make model age vin miles etc but then someone who shall I say lives life close to the law is of the opinion all these new car keys will store what time and date the car was lost used with the particular key..interesting stuff "

"Well I see this key report being pretty flawed if I'm honest..what's to say that if a report came back saying the key was last used before a reported theft that the time and date in the car that the key relates to is absolutely correct.

Good for identifying a vehicle etc but not totally watertight in terms of insurance purposes "

http://www.pistonheads.com/gassing/topic.asp?h=0&f=23&t=1482651&mid=399125&nmt=Bmw+car+key+info