Subject Access Request - Tampered Call

Builder_Man

Hi,

About a year ago I had a burglary at our house…. I reported my claim to our insurers over the phone and that was that…. Total claim was about £1500

A few days later, I returned a call to one of their assessors to go through everything as I didn't know the extent of the loss when I originally reported it but I did mention that items of jewellery had been stolen but gave no specifics at that time.

I then got another call asking me to send in an itemised list along with any substantiating evidence which I did.

Then, I received a letter to say that my claim had been declined as I had exaggerated my claim. They said that on the list that I sent in there was a Gold Ruby Tourmaline Gemstone Ring (Worth about £200) - It was given to me by an Ex-boyfriend may years ago. They said at no time did I ever mention this ring so I guess they are basically implying that I've included it to claim more than I should.

The thing is I distinctly remember telling them about the ring during my second call as the assessor had trouble with understanding the way I said 'Tourmaline' and I had to spell it out letter by letter. He went on to say that one of their jewellery suppliers would ring me to discuss the jewellery aspect in detail and they would know all about Tourmaline.

We've been arguing ever since but then a friend told me that I could get a copy of all the telephone calls if I submitted a subject access request which I have done.

Today, I received a letter with a CD.

I listened to the call and I can immediately recognise that the call with the assessor has OBVIOUSLY been tampered with... you can hear as the conversation doesn't 'flow' as it should. The length of the call is 6 mins 40 secs but the call on my itemised telephone bill is 7 mins 52 secs - they also say that my first/original call to report the claim cannot be traced at this time.

Do you think I have enough here to report the situation to the police or is there another channel I should be pursuing?

Mandy (Partner of Builder Man) x

forgotmyname

Report to the police, No they wont be interested.

Make a formal complaint in writing.

Dont forget your 7m 52s itemised call will have included the phone ringing until they answered and then any menu options where you have to press a button to continue etc. So the time not adding up maybe the truth.

They only started recording when you actually got to the correct department.

Can you pinpoint the exact time when the call appears to be edited? Use audio software to see if you can find anything suspicious.

Even the basic windows sound recorded can cut and edit recordings so its not difficult.

Builder_Man

Cheers :-)


It was a direct line number (no menus or anything) to my so called claims manager/assessor... I rang just after 9am and got straight though (2 rings) after a short recorded message which is actually also on the CD.


I think if I can prove what they've done they've acted fraudulently and criminally!

magpiecottage

It is certainly possible to edit a sound file. Nero Wave Editor is free and can do a pretty good job.

That said, it is unlikely that an insurer would deliberately do it.

However, if you are concerned, you are absolutely within your rights to complain. An e-mail is good as it is instant and gives a record for you.

If the response to the complain is not satisfactory, you can then complain to the Financial Ombudsman Service. This is free for you - although the insurer will have to pay a fee.

Marktheshark

Call their bluff, tell them that the one they have supplied does not match the recording you made and you will supply both recordings to the FOS.

dacouch

Ignoring the allegedly tampered call, I don't see that adding an item at a later date to a theft claim is enough to decline an entire claim. It's not unusual for someone to not realise an item is missing but to remember / realise it's missing at a later date.

rs65

Marktheshark wrote: »

Call their bluff, tell them that the one they have supplied does not match the recording you made and you will supply both recordings to the FSA.

OP, don't do this. It may come back to bite you very hard.

Plus, the Food Standards Agency will not be interested.

agarnett

As dacouch says, adding an item to a list of items found missing after a burglary is not unusual. Indeed I would say it is common especially as preferred burgled items are nowadays not as large and obvious as tvs.

Who is the so-called loss adjusting firm, and who are the insurer please.

Sounds like they deserve each other, but they don't deserve MSE members' business.

BobQ

https://www.moneyadviceservice.org.uk/en/articles/what-to-do-if-your-insurance-claim-is-rejected

Your complaint needs to exhaust the complaints process. I would do this first. Explain that you have evidence that the recording may have been tampered with, but if they formally reject the complaint you will pursue the matter with the Financial Ombudsman Service (The FSA was replaced in 2013).

When they see your complaint they may fear that you have a recording of the call (but do not tell them you have or have not - their problem). You have evidence from the itemised bill so you are not lying.

See the above link for further advice. Or the FOS website

www.financial-ombudsman.org.uk/

bbk87

When you called to log the claim, the insurers would have appointed a jewellery company to deal with this aspect of the claim, even without specifics. That company would have called you to discuss the items, and would have then asked you to provide substantiation for the items. Are you sure it was Direct Line you spoke to about the Tourmaline, or could it have been their jewellery company?

If there are concerns the insurers would lock the claim down and send it to their counter fraud department. They would contact you to discuss the loss etc. If they have trouble getting in touch with you, they would just decline the claim.

Or by 'direct line' do you mean a direct dial to your assessor within your insurance company?

InsideInsurance

Marktheshark wrote: »

Call their bluff, tell them that the one they have supplied does not match the recording you made and you will supply both recordings to the FSA.

Not sure the Food Safety Authority would be very interested.

The Financial Services Authority no longer exists having been split into the FCA and PRA. Individual consumer complaints were not looked at by the FSA but by the Ombudsman and this continues to be true today.