Axa travel insurance woes

DaveInSomerset

My son was robbed whilst on his gap year travels but AXA are refusing to pay up.

He was touring Australia, sleeping in an estate car with a bed in the back (A Jucy El Cheapo Motrhome - he is his fathers' son!) His day bag with passport and GoPro were hidden under the passenger seat while he and his mate were asleep in the back. The windows were open because of the heat and someone got into the car and stole their bags and possessions. The only saving grace is that no-one was hurt, but I dread to think what might have happened should one have them woken up while the thief was in the car.

AXA are refusing to pay because they say the possessions were "unattended" at the time of the theft! I'm not sure how something can be "unattended" when you are within touching distance of them, but it seems they are counting being asleep as their definition of unattended. This is the small print they are using as their get-out clause:

"What is not covered
2. Loss, theft of or damage to valuables left unattended at any time (including in a vehicle, in checked in luggage
or while in the custody of a carrier, tour operator or public transport operator) unless deposited in a hotel safe,
safety deposit box or left in your locked accommodation.

3. Loss, theft of or damage to baggage contained in an unattended vehicle:
a) overnight between 9 pm and 9 am (local time) or
b) at any time between 9 am and 9 pm (local time) unless:
i) it is locked out of sight in a secure baggage area and
ii) forcible and violent means have been used by an unauthorised person to gain entry into the vehicle and
evidence of such entry is available."

Has anyone had similar experiences and did they manage to resolve it successfully?

We have asked for the case to be reconsidered at a higher level, but they seem determined not to pay. It would not have been so bad if we had taken out the cheapest insurance we could get, but this was ian expensive policy as we did not want to have these sorts of hassles if he was unlucky enough to have to make a claim.

Any help would be gratefully received.

Thanks David

FutureGirl

Are definitely sure you mentioned that your son was asleep and in the car as well, and that the items were not in an unattended motor vehicle?

What is the rest of the policy wording regarding theft / theft from vehicles? Does it mention force and violence is required? If so, they can get out of paying that way, because there was no violence used to gain entry into the car, as the windows were open.

Usually if a vehicle is unattended they won't cover anything unless the items are in the boot, out of sight and locked. Not sure how this works when you're in the car.

jblessing

If you are not happy, look for advice here:

http://www.financial-ombudsman.org.uk/consumer/complaints.htm

At the time of Icelandic volcano, my holiday was cancelled, Axa refused my claim (about £2000), but almost a year later the FO ruled in my favour and Axa had to pay up.

David_Harrison_2

Yes they knew the circumstances and they said that because they were asleep their belongings were unattended!

custardy

I think a bigger issue is the car being unsecured and unmonitored.

David_Harrison_2

custardy wrote: »

I think a bigger issue is the car being unsecured and unmonitored.

There was a heatwave while they were out there so they had to sleep with the windows open. There was nowhere lockable within the vehicle.

custardy

David_Harrison wrote: »

There was a heatwave while they were out there so they had to sleep with the windows open. There was nowhere lockable within the vehicle.

The reason is irrelevant Im afraid.
The car was wide open and the items left as good as unattended.

DaveInSomerset

As an update: AXA evetually paid up after being threatened with the ombudsman.