Travel insurance claim nightmare

maria1981

:mad: I have got my bag stolen in Mallorca. I have submitted claim, receipt, police report etc 3 days upon my return (via recorded delivery).
No confirmation or anything else. 6 phone calls and still nothing. Submitted complaint after 6 weeks, nothing. Complaint 3 weeks later to Head of Claim, still nothing.
On monday I have submitted claim to Ombudsman.
I have got a call yesterday, out of blue, from claims asking me questions about what had happened, etc. One question which thrown me was "Do you have any receipts for purchases of clothes AFTER the incident took place?"
I luckily have one, BUT nothing in the insurance certificate says I need to keep them.
Anyway, the claim was for nearly £2,000 (clothes, shoes, etc, plus some money) and it`s 3 months now since I am back from holiday.
I don`t think this is anything to do with ombudsman yet.
I don`t know what they are playing at. Any ideas?
Will I actually get any money?
Perhaps, I could start taking bets...:mad:

lisyloo

Have you tried using the telephone?
I would be hassling them over the phone.

I luckily have one, BUT nothing in the insurance certificate says I need to keep them.

Do you not keep receipts?
What would happen if something turned out to be faulty?
If these are recent purchases do you have credit card statements? These may suffice.

If these are replacement clothes then off course you need to prove what your spent. Do you think they just take your word for it???

I would get on the phone and start calling them, everyday if need be.

Another way to deal with it is to write to them (recorded delivery) telling them that you will take this through the small claims court if you don't hear from them within 10 working days.

I would say it's common sense that they would want to see receipts for expensive items you've lost and/or replacements.
Personally I would keep receipts for a while anyway in case there is a fault or I want to exchange, but this doesn't justify their total lack of response.

Send them the court letter.
The small claims track is quite cheap and they have to come to your court.
You will however have to PROVE your case to a judge and the easiest way to do this is with receipts.
So I'd start itemising what you think you have lost and start trying to see what credit card statements you can get.
In some cases photos may suffice for proof that you owned an item e.g. photo with you holding expensive camera or wearing designer dress.

Throwing away receipts is not a good plan.
Unfortunate there are a lot of dishonest people in this world, so although you are innocent and honest you still need to prove that you bought the stuff (otherwise you could just make it up).
If you don't have any all all you will have to try and prove it with statements and photos.

maria1981

Thanks for your reply.

"Have you tried using the telephone?
I would be hassling them over the phone."

Yes, I have on numerous occasions, every time I am told the manager is not there and will call me back or that they are just processing my claim.

"Do you not keep receipts?"

I do, but not 3 months after I check them from my statement. By the way, they want receipts from Mallorca after the incident. With 2 days to go home, I had not spent much, paid in cash for most of it and no, I have seen no reason to keep receipts since returning them when faulty would not be an option.
I have spent plenty of money on clothes since I got back (roughly 3000£ and I can prove those, but they don`t want them)
My clothes weren`t too expensive apart from a few items, I have spent over 500£ just before holiday on a new holiday clothes, rest was 1-2 months older.


"You will however have to PROVE your case to a judge and the easiest way to do this is with receipts.
So I'd start itemising what you think you have lost and start trying to see what credit card statements you can get.
In some cases photos may suffice for proof that you owned an item e.g. photo with you holding expensive camera or wearing designer dress"


This is not a problem, they have the receipts for the stolen items!

lisyloo

This is not a problem, they have the receipts for the stolen items!

Did you scan them or keep photocopies?
Just thinking worse case if they deny everything in court (people do stand up and tell bare faced lies).
I always scan or photocopy important docs before sending them (they could be lost in the post).

Given what you have said I think I would be sending them the court letter and give them a set time to reply.

With the small claims track (in the county court) it's fairly cheap.
They can't claim costs so there is little risk.
If there is a case it will be heard in your local county court i.e. they have to come to you not the other way around.
You would obviously have to take time off work and unfortunately you can't charge them for that (but the upside is that they can't charge for their time either).

Usually in these situations it doesn't get to court, but the threat of things get's it moving at the other end.

My main concern at the moment would be whether you have any proof now you've given them the receipts.
Did they acknowledge your receipts in writing? or do you have copies?

maria1981

I have taken two copies of each document. One for my office, one for my home
I work in finance, so always take copies of everything. My boyfriend thinks I am crazy.
Isn`t small claim just for 500£ and under?:eek:

lisyloo

I don't think you are crazy.
I think you are very sensible.

The small claims track limit is £5000.

maria1981

Thanks a lot for your help. I will wait and see what the ombudsman says first, but I am prepared for a legal action. I have four friends who are lawyers, so will talk to them first.:T

maria1981

Hello,

just thought I would give you an update.
3 weeks ago, I lodged papers with small claims ourt and on monday I got my chegue for £1650 in the post (apparently they are sorry it took them so long)

I have told them I want compensation for my time / phone expenses / postage / lawyer, in tune of £250 and got it!
:rotfl:
My advice is to push them for the court settlement :T
Maria