Jelf / Aviva home insurance refund

pbowen

I doubt that it is the postal service which is at fault. My experience suggests that the issue lies with failures in the handling of claim forms upon receipt. Yesterday, I had a letter enclosing a further form relating to my house insurance claim, stating that no response had been received from me. This is despite that fact that (a) I returned completed claim forms for both my house insurance and motor insurance in the same envelope within days of receiving them and (b) no-one has suggested that I have failed to send back my motor insurance claim. I have sent back the second house insurance form, duly completed, with a covering letter expressing my concern.

Clemmie3

Good news! I received a cheque from Jelf today. Only one more cheque to come. It looks like it wasn't a scam after all 😀

S_A_T

Clemmie3 said:

Good news! I received a cheque from Jelf today. Only one more cheque to come. It looks like it wasn't a scam after all 😀

Thank you Clemmie. I received a letter & form from Jelf Ins & also thought it might be a scam. Good to read through these posts & see that you have had a response from Jelf. I will now send my form off.

SMD25

I sent my claim off and received a check for £195.  Not a scam, just a little windfall.

zxk

Clemmie3 said:

Hello again. I thought I had finished posting on this forum but another development. After my suspicions were allayed I sent off my signed forms in the envelopes provided 3 weeks ago. Today I received a letter from Jelf saying they haven't received my signed forms and they've sent more . The letter says that if they don't receive them within 14 days they will shut my file. This letter is dated the 1st July. I don't know what to make of it. 

I had two letters, one for car insurance and one for home insurance. Both posted back. Now I've received a reply for each saying theh have not received the forms and have two new forms to send in within 14 days. They seem to be losing a lot of forms! Why is there a short cut off date? My case goes back several years. I don't suppose they are losing then ' accidentally' are they!

The return address is very odd, not seen anything like it before.

Should I return them 'Signed for', not very expensive at post office.

Sandtree

zxk said:
I had two letters, one for car insurance and one for home insurance. Both posted back. Now I've received a reply for each saying theh have not received the forms and have two new forms to send in within 14 days. They seem to be losing a lot of forms! Why is there a short cut off date? My case goes back several years. I don't suppose they are losing then ' accidentally' are they!

The return address is very odd, not seen anything like it before.

Should I return them 'Signed for', not very expensive at post office.

I have no inside information on how Jelf are operating this but have dealt with redress programmes with other companies. Running these programmes are expensive, often involving a significant number of additional staff (internal or third party) and the management structure to support them. In addition a pot of money has been set aside to pay the compensation. 

Companies want these things resolved so that they can release the additional staff and any left over money from the fund and get back to doing profitable activities. They put short dated timelines in letters to try and get people to respond in a timely manor but normally these are arbitrary timescales and not official deadlines.

You can send it "signed for" if you want for your own interest however it's not likely to make a material difference... large companies receive hundreds if not thousands of recorded and special delivery post every day which are all "signed for" by the post room. Post that is marked for a customer service type function typically all gets bundled together and sent for sorting/scanning etc irrespective how it came in... at one place I worked the only difference was the envelope was scanned as well as the content if it came in SD. Things may be different if they are addressed to a specific person and almost certainly if that person is not in a day to day customer facing role.

dunstonh

Why is there a short cut off date?

There isn't.  The date is purely to get you focused on returning it.  They dont want the company they are employing to handle this to still be needed in a years time as it costs them.   (or if they are not using a third-party company, the resources in house are costing them extra money).   All these style reviews do the same.

I don't suppose they are losing then ' accidentally' are they!

More likely they are crossing in the post.   

The return address is very odd, not seen anything like it before.

Its very common to have addresses like that.   

Should I return them 'Signed for', not very expensive at post office.

Doesnt work with PO Boxes.   They will take your money but there wont be a real employee signing for it at the other end.

And in reality, it doesnt work a lot of the time with normal addresses.   We dont sign "signed for" mail that comes to us.  The postman does and sticks it in our box.  

zxk

Sandtree said:

zxk said:
I had two letters, one for car insurance and one for home insurance. Both posted back. Now I've received a reply for each saying theh have not received the forms and have two new forms to send in within 14 days. They seem to be losing a lot of forms! Why is there a short cut off date? My case goes back several years. I don't suppose they are losing then ' accidentally' are they!

The return address is very odd, not seen anything like it before.

Should I return them 'Signed for', not very expensive at post office.

I have no inside information on how Jelf are operating this but have dealt with redress programmes with other companies. Running these programmes are expensive, often involving a significant number of additional staff (internal or third party) and the management structure to support them. In addition a pot of money has been set aside to pay the compensation. 

Companies want these things resolved so that they can release the additional staff and any left over money from the fund and get back to doing profitable activities. They put short dated timelines in letters to try and get people to respond in a timely manor but normally these are arbitrary timescales and not official deadlines.

You can send it "signed for" if you want for your own interest however it's not likely to make a material difference... large companies receive hundreds if not thousands of recorded and special delivery post every day which are all "signed for" by the post room. Post that is marked for a customer service type function typically all gets bundled together and sent for sorting/scanning etc irrespective how it came in... at one place I worked the only difference was the envelope was scanned as well as the content if it came in SD. Things may be different if they are addressed to a specific person and almost certainly if that person is not in a day to day customer facing role.

Just tried to send the new forms from the post office with proof of posting. They can't do that without a post code. They could not find a post code for the address. They told me someone else came in that morning trying to send their form recorder delivery, could not without post code. There does seem to be a number of forms not getting delivered.

Highly suspicious they do not have a post code. I've no idea how sorting works at local offices, but I can imagine staff having no idea which bag to put the letter in. There would be no problem with a post code.  Can't help thinking it was all planned this way. Tried ringing the number, no reply.

dunstonh

Highly suspicious they do not have a post code.

This has been answered multiple times on this thread.   Please read existing posts before adding comments.

I've no idea how sorting works at local offices, but I can imagine staff having no idea which bag to put the letter in.

You imagine wrong.

 There would be no problem with a post code.

There is no problem without one.

 Can't help thinking it was all planned this way.

Buy some tin toil and stick it on your head.  It will make you feel better.

rjto

Today I have received another request to send the form back!