Home insurance not paying out - where next?

Paul_Slaven

Hello all. First time poster here, hope all done correct.

Looking for advice with regards to our home insurance not paying out for items stolen from our house. Story goes, holiday cases were stolen from our loft, the loft is shared with next door who recently moved using a removal company (not pointing any fingers, just background info). We now have new neighbours.

Police were informed and duly attended the property, taking details etc.

Contacted insurance who asked for list of taken items which were provided along with current replacement costs. Insurance asked for proof of items, don't have receipts as items are older (insurance informed as such). Asked for photos, managed to find five photos of us wearing items taken - beechwear, swimwear, holiday shoes. Did not send the wife's bikini pic!

Now told this is not enough. Any suggestions on what I can do?

Many thanks.

Blibble

If you believe that should be good enough substantiation then a concisely word letter / email entitled "formal complaint" or similar should elicit a response within 40 working days before you can escalate free of charge.

How many items were taken / what was the expected value of the claim? Are you not able to contact any of the stores of the more recent purchases for duplicate copies of invoices / have you got old bank statements which may assist?

Paul_Slaven

Thanks for response. Looking around 25 items which include the cases. They are holiday items, beech towels, holiday clothes and shoes - items we don't wear here. We have built these items up over a few years, newest item, clothing wise, is probably two years old. What are the chances of a shop helping out?

Also, cases were purchased with voucher received as wedding gift.

We feel totally let down, someone has been prowling around our loft to steal and getting treated like this as result. Know it's just a job to them.

happyandcontented

As it is a shared loft is it not more likely to be a simple error by the removal men? Have you contacted your old neighbours?

Mungo76

Assuming the insurer is accepting this as theft/loss the proof of ownership unless strongly worded and brought to your attention shouldn't be an issue, just bad claims handling.

Make the complaint, if they then reject it, it'll shed more light on what is wrong. Saying it's not enough without stating where in the policy (and therefore contact between you) gives you nothing to go on.

Paul_Slaven

Thanks. Neighbours that moved became good friends, new couple good too - both asked. Removal company contacted, advised not their policy to go into loft space - neighbour have easy access to loft, slide ladder set-up.

Mungo76 - will need to clarify with insurance around their acceptance is seen as stolen/ theft. Would hope so!

Keep you all posted.

BoGoF

What sort of value are we talking here?

Paul_Slaven

Circa 1k. However, the prices provided to insurance were full price replacement. Have advised insurance no item was brand new. Also, items left in case have been built up over a few years, again, insurance informed. Also, being a savvy shopper, some items were purchase while on sale. Do you think this is an issue?

BoGoF

What does your policy say in relation to clothing, is it new for old?

FutureGirl

Unfortunately the onus is on you to prove your claim is valid, and the amount you're claiming.

It seems the insures are agreeing to cover the incident, but not the items you can't provide proof for - which is fair enough. If you are unhappy register a formal complaint, one you have their final response, go to the FOS. However I suspect the FOS may take the stance that you need to provide the proof still.

Paul_Slaven

Thanks FutureGirl. I fully understand their position. If we had receipts they would have been provided, just don't have them. Nor, do I have photographs of me posing with my suitcase (note to self, get selfie with new suitcase).

Can you confirm what FOS is? Many thanks.