Car stolen - claim rejected insurer lost my keys

irishmarky1

Hi,
I urgently need some advice.

My car was stolen on 04 June, did all the usual of reporting to the police, calling the insurer etc.

I've sent them CCTV footage and still images and on 21 June posted the V5 and my car keys to them.

Today, they advised me that they received the V5 but no car key. My proof of postage shows the weight of the package at 128g and I know a V5 and an envelope don't weigh this much as the average car key is approx 50g.

They've said as a result they have no choice but to reject my claim...needless to say I am steaming with rage.

They're not accepting my proof of postage as they say it's not conclusive but I know they've lost it as I definitely posted it.

How do I handle this, complain then go to the Ombudsman.

I'm so fed up with it all now, and I'm still paying finance on a car I no longer have

lisyloo

Start a formal complaint.


BTW - I would have sent them recorded delivery, which usually results in a signature. I am repeatedly told that proof of posting is sufficient legally, but it's not always the same in practice.


I think they don't have a defence, afterall you keys could have been stolen so this is not a valid reason to reject your claim.

Boohoo

irishmarky1 wrote: »

Hi,
I urgently need some advice.

My car was stolen on 04 June, did all the usual of reporting to the police, calling the insurer etc.

I've sent them CCTV footage and still images and on 21 June posted the V5 and my car keys to them.

Today, they advised me that they received the V5 but no car key. My proof of postage shows the weight of the package at 128g and I know a V5 and an envelope don't weigh this much as the average car key is approx 50g.

They've said as a result they have no choice but to reject my claim...needless to say I am steaming with rage.

They're not accepting my proof of postage as they say it's not conclusive but I know they've lost it as I definitely posted it.

How do I handle this, complain then go to the Ombudsman.

I'm so fed up with it all now, and I'm still paying finance on a car I no longer have

Can you tell us why the insurance company wanted the keys. I have not heard of this but then again i have never had my cars stolen.


I would go to your insurance website and look on there for details of their complaints process and follow that to the letter. If it says wait 8 weeks then i would do that and then i think it's called a deadlock letter you need and then you go to the ombudsman because if you go straight to them without going through the process then i think they will send it back to you and the insurer but i am not 100% about that.

molerat

Yep, complaint then ombudsman.


One point - you didn't send the keys in just an ordinary envelope did you ?

Quentin

Yes, follow their complaints procedure and if you are not happy with the reply or they ignore you for 8 weeks you can escalate to the FOS for their adjudication at no cost to you

irishmarky1

molerat wrote: »

Yep, complaint then ombudsman.


One point - you didn't send the keys in just an ordinary envelope did you ?

No I sent it in a box style envelope via recorded signed for and have all the tracking information as well.

irishmarky1

Boohoo wrote: »

Can you tell us why the insurance company wanted the keys. I have not heard of this but then again i have never had my cars stolen.


I would go to your insurance website and look on there for details of their complaints process and follow that to the letter. If it says wait 8 weeks then i would do that and then i think it's called a deadlock letter you need and then you go to the ombudsman because if you go straight to them without going through the process then i think they will send it back to you and the insurer but i am not 100% about that.

As soon as the claim was launched and I advised them the window had been broken as there was glass on the driveway they asked for the keys, I've never had to deal with this before so I assumed it was normal practice.

I have looked and if I complain they have 8 weeks to respond, if after that or before they issue their response and I'm not happy I can take it to the ombudsman.

irishmarky1

lisyloo wrote: »

Start a formal complaint.


BTW - I would have sent them recorded delivery, which usually results in a signature. I am repeatedly told that proof of posting is sufficient legally, but it's not always the same in practice.


I think they don't have a defence, afterall you keys could have been stolen so this is not a valid reason to reject your claim.

Yeah I am thinking this as well, I did also send the V5 and the keys in a box packet, well sealed and it was via recorded means so I have the tracking info of when it was signed for but whether this makes any difference or not is to be seen!

[Deleted User]

irishmarky1 wrote: »

No I sent it in a box style envelope via recorded signed for and have all the tracking information as well.

Do you have a copy of their signature? Make sure you get it.

This is good news. They are pretty much stuffed if they signed for it. I'd give them another call, mention that you have the signature so you know they have the keys.

Robin9

As per post #1 - the insurers acknowledge they have the V5 so the postage is not an issue. What the OP cannot prove is that the keys were in the envelope.

Like others I cannot see why the insurer needs the keys.

Quentin

Robin9 wrote: »

Like others I cannot see why the insurer needs the keys.

Always expect to have to supply the keys in a theft claim!

(Obvious anti fraud prevention)