Urgent: 9 Month Ongoing Car Insurance Claim

mc13

Hi guys,

My parent's house (where I also reside) was burgled in November 2006. My car keys were stolen from the house as was my car. The house insurance claim went smoothly and led to a complete settlement.

My car insurance (with a different company) said that they needed the loss adjusters report from the house insurers before they could proceed with the claim. After 9 months of me having to chase them up, I think during this period they have only contacted me 3 times, they always say they are awaiting the loss adjusters report from the house insurance. After calling the house insurance, they say that they have had no such request. So naturally I call the car insurance to complain who then say that they will resubmit the request.

It's been 9 months and counting, the level of customer service has been appalling. I am a young driver and paid my rather large premium in installments. 3 months into the policy, the car got stolen and i've been paying the installments for an insurance policy for a car that I no longer have in my possession. I could not afford cancel the policy and pay the discounted remainder as the money for the car had not materialised. In the mean time I have had to take out a loan to pay for a new car, plunging me further into debt.

Can anyone offer any advice on this situation?
Who can I complain to?
Is there any chance of gaining compensation from the insurers?

Your assistance would be GREATLY appreciated!

Regards,
Mickey

olly300

Contact the insurance company by telephone and:
1. Ask them who you need to contact to make a complaint (make sure you have a pen and paper to hand to write everything down)
2. For them to also send you a copy of their complaints procedure

Be firm and don't not get fobbered off with customer services people wanting to attempt to resolve your complaint there and then. In my experience of complaining resolve issues over the telephone without a written complaint never works.

Then write a letter (even if it's handwritten just photocopy it) stating briefly what has happened, and any questions you have. Ask them to reply to you in writing and state at the end of the letter you will take your complaint to the financial ombudsman.

Send the complaint letter to the insurance company by *recorded delivery and keep the receipt.

Insurance companies normally have to acknowledge a complaint letter in 2 weeks and resolve or properly answer a complaint in 8 weeks. The complaints procedure lays out each companies timescale.

If the company doesn't provide you with a legible answer, doesn't answer your query properly or refuses to answer your complaint in writing, then write them another letter refering to your original letter dated xxx and state that if they don't answer your original letter as per their policy you will refer your complaint to the financial ombudman. You don't need to send this letter by recorded delivery.

You should then get a proper reply to your queries. If you don't then take them to the financial ombudsman. (Post back here and you will get the relevant information.)

*I had to do this with a less serious issue and the insurance company claimed they hadn't received my letter. I wrote them another letter pointing out who had signed for my letter at their offices as Royal Mail Track and Trace sometimes shows this information.