When is claim not a claim

Manbrig

Hi,
Maybe someone can help here.
I have just tried to renew (with a different company) home and contents insurance, which they were willing to do but at an increased price.
This was because of 2 "claims" I had made in 2016 and 2018. After racking my brains I remembered 2 phone calls as to whether I could claim and/or was it worth it.
The first was for lost glasses (no I could not claim) so not taken further. The latter one was for damaged garden wall by unknown persons (excess was higher than cost of repair so not taken further)
So my question is why do insurance companies tell you to call them for advice about an incident, but then just querying it penalises you.
And can these markers be removed from my insurance history ?


Anyone had similar and did you resolve it ?

FutureGirl

When you called them, the insurer would have logged a claim.

One is a rejected claim, and one is a claim you decided not to proceed with.

It cannot be removed off your record.

katejo

FutureGirl wrote: »

When you called them, the insurer would have logged a claim.

One is a rejected claim, and one is a claim you decided not to proceed with.

It cannot be removed off your record.

I am aware of this but object strongly to it. It should be possible to make such an enquiry without it standing as a claim.

DanParks87

Yeah I'd be strongly refuting this! It's understandable that the insurers have logged them as potential claims, but if neither have proceeded (and therefore nothing paid) then they shouldn't be affecting your premium.

FutureGirl

It is about the risk you pose in relation to making claims. The way they see it, the fact you've tried to make 2 claims means you're more likely to make a claim in the future, hence why they've increased your premiums.

The insurers can not advise you on whether to make a claim or not. What is covered is stated in the policy booklet - so you would have been able to check whether it was covered first.

The claim will remain on the database for fraud prevention reasons.

Manbrig

I can sort of see it from that side but equally (and using car analogy) if I were to claim after someone has hit my car, does that make it more likely I am going to be hit again ? I don't think so.
And, just the fact that someone takes out insurance implies they are likely to make a claim, that is what you have purchased it for !
I'm afraid I just see it a way of them having an excuse for increased premiums.

Penelopa.Pitstop

Manbrig wrote: »

I can sort of see it from that side but equally (and using car analogy) if I were to claim after someone has hit my car, does that make it more likely I am going to be hit again ? I don't think so.

According to insurnace companies, yes.

System

I don't see why enquiring about the lost glasses constituted a claim - the enquiry established that it was not covered. I thought enquiring about a product that an insurer did not sell did not count as a potential claim?


Supposing the OP had rung up anonymously with a query "do you cover glasses in xyz circumstances?" and was told no, would that then constitute failing to disclose an incident?

Ganga

Clifford_Pope wrote: »

I don't see why enquiring about the lost glasses constituted a claim - the enquiry established that it was not covered. I thought enquiring about a product that an insurer did not sell did not count as a potential claim?


Supposing the OP had rung up anonymously with a query "do you cover glasses in xyz circumstances?" and was told no, would that then constitute failing to disclose an incident?

Maybe that is what they should have done in the first place:rotfl::rotfl:

System

Yes, but if enquiring using his real name constituted a claim, then enquiring anonymously would have amounted to concealing information with intent to defraud?

eddddy

Manbrig wrote: »

This was because of 2 "claims" I had made in 2016 and 2018.

This link might help explain:

Claims and Underwriting Exchange.

What is CUE?

The Claims and Underwriting Exchange (CUE) is a central database of motor, home and personal injury incidents reported to insurance companies, which may or may not give rise to a claim.

Link: https://uk-insurance.custhelp.com/app/answers/detail/a_id/27/~/claims-and-underwriting-exchange-%28cue%29

Other insurers will have access to the CUE database, and can decide how they use the information on it. (e.g. They may or may not choose to increase premium quotes, based on the info held on CUE.)


As explained further down the linked page, you can make a Subject Access Request to see what info has been recorded about you on the CUE database.

If the info is accurate (e.g. it correctly lists the incidents with your glasses and your fence), you won't have the right to add/change anything.

Obviously, if something is incorrect, you should be able to get it corrected by the insurer that reported it.