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Compensation/Complain against Insurers?
Conor_J
Posts: 2 Newbie
Hi all, fairly new to this site so apologies if this isn't appropriate to post in this area. The travel insurance was bought through Sainsbury's - but the actual insurance issue is dealt with by Cigna Insurance.
To cut a long story short, I was robbed whilst on holiday in Sweden back in the summer. The thieves broke into our hire car and stole my bag from underneath a seat (which was a seat with storage space designed to hold such items). The total value was roughly £1600 and included my passport amongst other items. After informing the police I called the insurance company emergency line and was informed I would be covered up to £600 for curtailment, so I didn't need to worry about booking hotels or emergency flights back (I also had money stolen so no real way to stay out there, as I'm a student I had no option but to leave early).
Once back in the UK I spoke to the insurers claims department and was told to send in the police report and claims forms. Three weeks after sending the documents, I was told I could claim nothing back, as the insurance didn't cover things stolen from inside cars and I was never told I was covered for curtailment. I asked for them to reconsider and also to track down the phone calls (all calls are recorded) in which I was told that I'd be covered for curtailment.
Three weeks later, the insurers agreed that I had been misinformed and that the policy wording wasn't clear, so they'd cover my items. Someone would be in touch shortly.
I called a week later and was told that my claim wasn't being pursued as they were waiting on the translation of the police report. I informed them that the police report had been filed a month previously (during the initial claim) and they said they'd sort it.
A week later and another call and they said they'd get the claim through the system and calculate my amount. Two weeks later, I was told over the phone I would receive £1347 for my claim. I asked the lady to email me a break down so I could judge exactly before I confirmed I was happy to settle on this. The worker sent me an email and also apologised and said in fact I was going to be repaid £1135. I initially argued I wasn't happy but in the end, settled for this. The lady said that the money would be in my account within 5 days.
Six days later I called and was informed by one of her colleagues that my settlement had been entered incorrectly and I was going to be given back only £22. He apologised and said the full amount would be in my account within 5 days.
Today I called back and it turns out that the guy I spoke to last week just didn't do anything, and it'll be another week before my settlement is in my account.
I'm appalled by the customer service and I was wondering if there is anyway I can claim for compensation and place a claim through a third party, as I know the complaint will go nowhere via Cigna. It's been 3 and a half months since I was robbed, I'm a student and the £1,000 I have been waiting on has had a detrimental effect as I've had to manage on very little cash.
I hope someone can help! Cheers, Conor
To cut a long story short, I was robbed whilst on holiday in Sweden back in the summer. The thieves broke into our hire car and stole my bag from underneath a seat (which was a seat with storage space designed to hold such items). The total value was roughly £1600 and included my passport amongst other items. After informing the police I called the insurance company emergency line and was informed I would be covered up to £600 for curtailment, so I didn't need to worry about booking hotels or emergency flights back (I also had money stolen so no real way to stay out there, as I'm a student I had no option but to leave early).
Once back in the UK I spoke to the insurers claims department and was told to send in the police report and claims forms. Three weeks after sending the documents, I was told I could claim nothing back, as the insurance didn't cover things stolen from inside cars and I was never told I was covered for curtailment. I asked for them to reconsider and also to track down the phone calls (all calls are recorded) in which I was told that I'd be covered for curtailment.
Three weeks later, the insurers agreed that I had been misinformed and that the policy wording wasn't clear, so they'd cover my items. Someone would be in touch shortly.
I called a week later and was told that my claim wasn't being pursued as they were waiting on the translation of the police report. I informed them that the police report had been filed a month previously (during the initial claim) and they said they'd sort it.
A week later and another call and they said they'd get the claim through the system and calculate my amount. Two weeks later, I was told over the phone I would receive £1347 for my claim. I asked the lady to email me a break down so I could judge exactly before I confirmed I was happy to settle on this. The worker sent me an email and also apologised and said in fact I was going to be repaid £1135. I initially argued I wasn't happy but in the end, settled for this. The lady said that the money would be in my account within 5 days.
Six days later I called and was informed by one of her colleagues that my settlement had been entered incorrectly and I was going to be given back only £22. He apologised and said the full amount would be in my account within 5 days.
Today I called back and it turns out that the guy I spoke to last week just didn't do anything, and it'll be another week before my settlement is in my account.
I'm appalled by the customer service and I was wondering if there is anyway I can claim for compensation and place a claim through a third party, as I know the complaint will go nowhere via Cigna. It's been 3 and a half months since I was robbed, I'm a student and the £1,000 I have been waiting on has had a detrimental effect as I've had to manage on very little cash.
I hope someone can help! Cheers, Conor
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Comments
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You complain to the insurer setting out the events, much like you have here - bullet points make readability easier and are recommended.
Mark it clearly as a complaint and send it to their complaints department.I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.0 -
You need to make a formal complaint with them first, if you are not happy with the outcome you can contact the FOS.0
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Cheers both. I've logged a complaint, but they just seem to say "we're really sorry" rather than wanting to sort anything. I'm speaking to another manager tomorrow so will see the outcome. What's the FOS? Also, I will bullet point in future, it was a tad hard in this case as it's such a long story
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Cheers both. I've logged a complaint, but they just seem to say "we're really sorry" rather than wanting to sort anything. I'm speaking to another manager tomorrow so will see the outcome. What's the FOS? Also, I will bullet point in future, it was a tad hard in this case as it's such a long story
You need to write in a formal complaint, ask them where you need to send it to and threaten the Financial Ombudsman Service to get their attention.
www.financial-ombudsman.org.uk
http://www.sainsburysbank.co.uk/contact/contact-customer-care.shtml#accordion-item-1-20 -
Apart from the useful information others have given you I just thought I would add -
It is always a good idea to put complaints in writing sending them in by recorded delivery with the title "Formal Complaint" at the top of the letter.
Businesses, and unfortunately this does include insurers, often "lose" complaints if you cannot prove that you posted them and they should have received them. Plus this helps you prove to the FOS (or any regulator/ombudsman) you did complain and what your exact words were.
Keep a copy of your letter and the recorded delivery receipt.I'm not cynical I'm realistic
(If a link I give opens pop ups I won't know I don't use windows)0 -
Which is why your advice is so wrong.
Businesses, and unfortunately this does include insurers, often "lose" complaints if you cannot prove that you posted them and they should have received them....
Using a "signed for" service allows unscrupulous recipients a way of proving they never received items (by simply refusing to accept them)
The way to prove you posted the item is to personally hand it in at a post office and get a free certificate of posting.0 -
There is a difference between a complaint and a vent at the telephone call centre individual. A complaint cannot be brushed off. It will be acknowledged in writing and answered in writing. Much more formal.I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.0
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Not as far as the FCA are concerned - and they are the ones who should know what they are talking about!
There are actually two levels of complaint handling.
The formal complaint handling method is not required for everything.I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.0
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