Lock Change Due to Bulgulary - Admiral Insurance

[Deleted User]

Friday 4th Feb 2022 we were burgled by 3 men whilst we were asleep. Please read through the live chat i had with my insurance company Admiral. 

Very long story short, my keys were stolen in the house and the company are making me pay upfront to have the locks fully changed and will not cover the vehicle until this is done. I've had all cards stolen, so unsure when this will be done. Every garage which i have to find myself are also saying that it will take at least 10 days from ordering the locks, but this will only be done when i make payment. As i said during this time they will not cover me if the criminals come back and take the car. 

I'm in a very unusual posistion. Could anyone give some advice?

The following is a record of your online chat.

General Info
Chat start time	Mon, 7 Feb 2022 15:44:49 GMT
Chat end time	Mon, 7 Feb 2022 16:31:33 GMT
Duration (actual chatting time)	00:46:44
Operator	Kimberly

Chat Transcript

Info: Thank you for choosing to chat with us.  An agent will be with you shortly. If you would like a copy of this chat, you will be able to request one in this window once it has ended. Please remember to check your junk mail folder. Info: All agents are currently assisting others.  Your estimated wait time is 0 minutes and 5 seconds.  Thank you for your patience. Info: All agents are currently assisting others.  Your estimated wait time is 0 minutes and 1 seconds.  Thank you for your patience. Info: All agents are currently assisting others.  Your estimated wait time is 0 minutes and 1 seconds.  Thank you for your patience. Info: You are now chatting with Kimberly. Info: Kimberly: Good afternoon Daniel, I hope you are well. Just so I can locate your details, may I take your vehicle registration number, date of birth and the postcode on your policy please? Kimberly: Thank you for confirming your details. How can I help today? Daniel: I've been burgled on friday night and had my car keys stolen. I've spoken to many companies now and they're refusing to fully change the locks and are insistant that i will only need a key reprogrammed. could you help with this please? Kimberly: The car will need to have their locks changed in order to safeguard the vehicle, and minimise the risk of the car being stolen in the future. In the event you just changed the keys, and the thieves return to the car, they will still have the means of taking the vehicle. If this was the case, we may not look to deal as the vehicle hasn't been fully secured; therefore, you will need to locate a locksmith/garage who can complete a full lock change, in order for you to be entitled to a reimbursement of up to £300. Daniel: So my partners car is in the exact same situation, his insurance has arranged for this to be sorted and have paif upfront.... I don't have the money to get this repaired and the car is sat on the driveway 'unsecure' Kimberly: We cannot comment on other insurers and their procedures I'm afraid. We do not have any locksmiths on our network, so we ask that our customer's locate a garage or locksmith in their area, who can complete a full lock change. The invoice would then need to be submitted to us, so that we can review and reimburse up to the policy limit. Daniel : So i've been burgled and yet i have to pay for all of this. come on..... Daniel : I can give a crime reference number if the company wants ... Daniel : Also, are you saying that my car is not currently insured unless i spend money on having the locks changed? Kimberly: We completely understand your situation, Daniel. However, we do have to follow our procedures I'm afraid. So once the invoice is on file, we can look to contact you and discuss the reimbursement (subject to the locks being changed). No, we have not said your vehicle is not covered. The advice we have provided, is if you just reprogrammed the key instead of getting a full lock change completed, this does not necessarily secure the vehicle in full. Therefore, if the car was to be stolen in the future, we may not cover the theft of the vehicle. Daniel : Oh fantastic Daniel : You realise this is completly out of order. I've had 3 people break into my home. All wallets, credit cards and money has been taken, so i have NO way of paying for this. Daniel : Definately will not be reinsuring here at all. By the sounds of it, currently if they come back and take the car. I have no leg to stand on and you guys aren't intrested/won't help. This will have to go to the Ombudsman. Kimberly: Thank you for waiting. I'll be with you in just a moment. Daniel : Ok Daniel : I would also need a cancellation quote now. I need to find an insurer (which there is many) who will cover the reprogramming and who will insuure the car if it is stolen or the keys have been stolen. This is utterly unacceptable Kimberly: I am sorry that you feel this way, Daniel. As per the terms of the policy, a full lock change is required in order to secure the vehicle properly. The lock change does need to be paid for in advance, and then the invoice does need to be submitted to us for review from that point. Due to the circumstances surrounding the theft, is there any family member who can assist with paying for the lock change for you initially? Furthermore, as you've mentioned you are unhappy with this process, I do need to ask whether you'd like to submit a complaint? If so, I will get this logged and allocated to the complaints team to investigate your concerns. Daniel : I do not have any family able to do this. that should never have to even be relied on. 3 Men broke into my house whilst i was asleep. Taken all my methods of payment and literally my insurance company couldn't care less. 'Sort it out yourself and we MAY give you some money back' Daniel : Yes i'll be submitting a complain about this. No doubt this will not be upheld of resolve anything. So then i'll have to take this to the Ombudsman Daniel : Just so the company is aware Daniel : Just one last question. If they do come back and steal my car. Is that going to be insured? As god knows when i will have the money to sort out this ridiclous request of a repair Kimberly: I completely understand your position, Daniel. In that case, I will get this logged as a complaint on my end. As mentioned, this will be investigated further by the complaints team. They will contact you separately to see if there is anything more they can advise or assist with, that we haven't already discussed with you. We have to advise you of the worst case scenario, which is if the thieves do come back and take the car, and the vehicle is not fully secured, then there is a risk that the vehicle claim will not be dealt with. However, it will be reviewed to see if you've taken enough steps to secure the vehicle within your means. Daniel : That is absolutely disgusting Daniel : Be a victim, treated as the thief Daniel : Admiral is making people pay money which in my case i do not have and not in any way helping the customer. Just telling them there is a chance it will not be dealt with. Kimberly: I am sorry you feel this way, Daniel. The last thing we would want is for you to feel like that. We do have to advise you of our position, and we have to manage your expectations in how the claim would be dealt with. In respect of not having the finances to complete the lock change at this time, would you like me to make a note of this so we can be sure to support you going forward and whilst the complaint is investigated? Daniel : Does making a note of this cover me fully incase the car is stolen in this way? Kimberly: I can make a note of it on our system, so the complaints team are aware of your current situation. This can then be taken into consideration when the complaint is investigated. Furthermore, I can add this onto the claim file so that the theft team are aware. However, I do not want to mis-advise on how a future claim may or may not be dealt with, as the claims team do deal with all claims based on their own merit. Daniel : Not really much point then is there? Daniel : Just to be clear this isn't personal towards yourself kimberaly Daniel : Please pass on the complaint and i hope to hear within 5 working days. I also hope to still have a car by then Daniel : thanks

Sandtree

I have to say a word for word copy/paste of the full transcript probably wasnt necessary and I have to admit that I didnt read the whole thing.

How much is your excess?
How much have you been quoted for replacing the locks?
Are you and your wife named drivers on each other's policies?

With a policy limit of £300 it has to be highly questionable if it is worth while claiming on your insurance... theft is a fault claim and so if you are named on each other policies you will have 2 new fault claims to declare next year (one for each vehicle) and the premium impact over the next 3-5 years is likely to be higher than the amount claimed. 

Insurers often cannot win... half of people fight tooth and nail because the insurer wants them to use a preferred supplier but the customer doesnt want to. Then you have youself complaining because the insurer doesnt have a network supplier and so you just deal with your chosen garage and they reimburse.. dont even have to await an engineer's review etc.

When my prior car had an issue with the windows not going up the garage kept the car in its compound whilst they ordered parts (and the 12 weeks for them to arrive and fix it but thats an old story)

Insurers are under no obligation to have their own locksmiths and reimbursement of policyholders costs are an acceptable settlement method (and preferred by many).

Personally, your bigger complaint should be with your bank and how long its taking them to get new cards out to you... AmEx has been stolen twice, in the UK it was replaced within 2 days and they were apologetic when stolen overseas that it took 4 days to get a new card to us

[Deleted User]

Deleted_User said:

Friday 4th Feb 2022 we were burgled by 3 men whilst we were asleep. Please read through the live chat i had with my insurance company Admiral. 

Very long story short, my keys were stolen in the house and the company are making me pay upfront to have the locks fully changed and will not cover the vehicle until this is done. I've had all cards stolen, so unsure when this will be done. Every garage which i have to find myself are also saying that it will take at least 10 days from ordering the locks, but this will only be done when i make payment. As i said during this time they will not cover me if the criminals come back and take the car. 

I'm in a very unusual posistion. Could anyone give some advice?

The following is a record of your online chat.

General Info
Chat start time	Mon, 7 Feb 2022 15:44:49 GMT
Chat end time	Mon, 7 Feb 2022 16:31:33 GMT
Duration (actual chatting time)	00:46:44
Operator	Kimberly

Daniel : You realise this is completly out of order. I've had 3 people break into my home. All wallets, credit cards and money has been taken, so i have NO way of paying for this.

It may be too late now, but if your bank offers online banking or an app, you can make immediate payment that way. 

Ask your bank to guide you through setting it up.

[Deleted User]

Sandtree said:

I have to say a word for word copy/paste of the full transcript probably wasnt necessary and I have to admit that I didnt read the whole thing.

How much is your excess?
How much have you been quoted for replacing the locks?
Are you and your wife named drivers on each other's policies?

With a policy limit of £300 it has to be highly questionable if it is worth while claiming on your insurance... theft is a fault claim and so if you are named on each other policies you will have 2 new fault claims to declare next year (one for each vehicle) and the premium impact over the next 3-5 years is likely to be higher than the amount claimed. 

Insurers often cannot win... half of people fight tooth and nail because the insurer wants them to use a preferred supplier but the customer doesnt want to. Then you have youself complaining because the insurer doesnt have a network supplier and so you just deal with your chosen garage and they reimburse.. dont even have to await an engineer's review etc.

When my prior car had an issue with the windows not going up the garage kept the car in its compound whilst they ordered parts (and the 12 weeks for them to arrive and fix it but thats an old story)

Insurers are under no obligation to have their own locksmiths and reimbursement of policyholders costs are an acceptable settlement method (and preferred by many).

Personally, your bigger complaint should be with your bank and how long its taking them to get new cards out to you... AmEx has been stolen twice, in the UK it was replaced within 2 days and they were apologetic when stolen overseas that it took 4 days to get a new card to us

Not quite, the complaint is mainly about not being covered for theft when this is out of my control.

Sandtree

Deleted_User said:

Sandtree said:

I have to say a word for word copy/paste of the full transcript probably wasnt necessary and I have to admit that I didnt read the whole thing.

How much is your excess?
How much have you been quoted for replacing the locks?
Are you and your wife named drivers on each other's policies?

With a policy limit of £300 it has to be highly questionable if it is worth while claiming on your insurance... theft is a fault claim and so if you are named on each other policies you will have 2 new fault claims to declare next year (one for each vehicle) and the premium impact over the next 3-5 years is likely to be higher than the amount claimed. 

Insurers often cannot win... half of people fight tooth and nail because the insurer wants them to use a preferred supplier but the customer doesnt want to. Then you have youself complaining because the insurer doesnt have a network supplier and so you just deal with your chosen garage and they reimburse.. dont even have to await an engineer's review etc.

When my prior car had an issue with the windows not going up the garage kept the car in its compound whilst they ordered parts (and the 12 weeks for them to arrive and fix it but thats an old story)

Insurers are under no obligation to have their own locksmiths and reimbursement of policyholders costs are an acceptable settlement method (and preferred by many).

Personally, your bigger complaint should be with your bank and how long its taking them to get new cards out to you... AmEx has been stolen twice, in the UK it was replaced within 2 days and they were apologetic when stolen overseas that it took 4 days to get a new card to us

Not quite, the complaint is mainly about not being covered for theft when this is out of my control.

Whilst first line staff always mean well we have to be realistic about the level of training they have compared to more technical members of staff. In reality you need to read your policybook to see what it says about lock changes following a loss/theft of keys... I cannot say I recall any that explicitly say that you must. So there is a question of it falls within the basic level of care you are required to take if there is nothing specific.

If however the garage as said its 10 days until locks can be changed then its just about what other reasonable steps you can take to ensure it isnt stolen in the meantime... get it recoded first, put it in the garage, park your other car behind to block it in etc etc. 

Ganga

Sandtree said:

Deleted_User said:

Sandtree said:

I have to say a word for word copy/paste of the full transcript probably wasnt necessary and I have to admit that I didnt read the whole thing.

How much is your excess?
How much have you been quoted for replacing the locks?
Are you and your wife named drivers on each other's policies?

With a policy limit of £300 it has to be highly questionable if it is worth while claiming on your insurance... theft is a fault claim and so if you are named on each other policies you will have 2 new fault claims to declare next year (one for each vehicle) and the premium impact over the next 3-5 years is likely to be higher than the amount claimed. 

Insurers often cannot win... half of people fight tooth and nail because the insurer wants them to use a preferred supplier but the customer doesnt want to. Then you have youself complaining because the insurer doesnt have a network supplier and so you just deal with your chosen garage and they reimburse.. dont even have to await an engineer's review etc.

When my prior car had an issue with the windows not going up the garage kept the car in its compound whilst they ordered parts (and the 12 weeks for them to arrive and fix it but thats an old story)

Insurers are under no obligation to have their own locksmiths and reimbursement of policyholders costs are an acceptable settlement method (and preferred by many).

Personally, your bigger complaint should be with your bank and how long its taking them to get new cards out to you... AmEx has been stolen twice, in the UK it was replaced within 2 days and they were apologetic when stolen overseas that it took 4 days to get a new card to us

Not quite, the complaint is mainly about not being covered for theft when this is out of my control.

Whilst first line staff always mean well we have to be realistic about the level of training they have compared to more technical members of staff. In reality you need to read your policybook to see what it says about lock changes following a loss/theft of keys... I cannot say I recall any that explicitly say that you must. So there is a question of it falls within the basic level of care you are required to take if there is nothing specific.

If however the garage as said its 10 days until locks can be changed then its just about what other reasonable steps you can take to ensure it isnt stolen in the meantime... get it recoded first, put it in the garage, park your other car behind to block it in etc etc. 

They could also buy one of those devises that cover the steering wheel or stops it turning round or one that stops the handbrake being released.

[Deleted User]

Sandtree said:

Deleted_User said:

Sandtree said:

I have to say a word for word copy/paste of the full transcript probably wasnt necessary and I have to admit that I didnt read the whole thing.

How much is your excess?
How much have you been quoted for replacing the locks?
Are you and your wife named drivers on each other's policies?

With a policy limit of £300 it has to be highly questionable if it is worth while claiming on your insurance... theft is a fault claim and so if you are named on each other policies you will have 2 new fault claims to declare next year (one for each vehicle) and the premium impact over the next 3-5 years is likely to be higher than the amount claimed. 

Insurers often cannot win... half of people fight tooth and nail because the insurer wants them to use a preferred supplier but the customer doesnt want to. Then you have youself complaining because the insurer doesnt have a network supplier and so you just deal with your chosen garage and they reimburse.. dont even have to await an engineer's review etc.

When my prior car had an issue with the windows not going up the garage kept the car in its compound whilst they ordered parts (and the 12 weeks for them to arrive and fix it but thats an old story)

Insurers are under no obligation to have their own locksmiths and reimbursement of policyholders costs are an acceptable settlement method (and preferred by many).

Personally, your bigger complaint should be with your bank and how long its taking them to get new cards out to you... AmEx has been stolen twice, in the UK it was replaced within 2 days and they were apologetic when stolen overseas that it took 4 days to get a new card to us

Not quite, the complaint is mainly about not being covered for theft when this is out of my control.

Whilst first line staff always mean well we have to be realistic about the level of training they have compared to more technical members of staff. In reality you need to read your policybook to see what it says about lock changes following a loss/theft of keys... I cannot say I recall any that explicitly say that you must. So there is a question of it falls within the basic level of care you are required to take if there is nothing specific.

If however the garage as said its 10 days until locks can be changed then its just about what other reasonable steps you can take to ensure it isnt stolen in the meantime... get it recoded first, put it in the garage, park your other car behind to block it in etc etc. 

This post was mainly aimed at the consideration from an insurance company to see if it was acceptable.

Having worked in customer service previously in the same role of as an insurance agent I wanted to see people’s take on this. 

Also the fact the I would not be insured throughout the devastating event that has affected my life. Forget the money situation for a moment, however I do have no way to pay. Your comments of ‘wasn’t necessary to put the live chat, I didn’t read it all’ is fine, but slightly passive aggressive. 

2 people have died during this event and still, even in this circumstance, no one has cared. 

I for one hope no one who ever reads this, has to go through the devastation that I have. If they do, please have some money in the bank, as clearly money is the main issue. 

chrisw

Deleted_User said:b

Sandtree said:

Deleted_User said:

Sandtree said:

I have to say a word for word copy/paste of the full transcript probably wasnt necessary and I have to admit that I didnt read the whole thing.

How much is your excess?
How much have you been quoted for replacing the locks?
Are you and your wife named drivers on each other's policies?

With a policy limit of £300 it has to be highly questionable if it is worth while claiming on your insurance... theft is a fault claim and so if you are named on each other policies you will have 2 new fault claims to declare next year (one for each vehicle) and the premium impact over the next 3-5 years is likely to be higher than the amount claimed. 

Insurers often cannot win... half of people fight tooth and nail because the insurer wants them to use a preferred supplier but the customer doesnt want to. Then you have youself complaining because the insurer doesnt have a network supplier and so you just deal with your chosen garage and they reimburse.. dont even have to await an engineer's review etc.

When my prior car had an issue with the windows not going up the garage kept the car in its compound whilst they ordered parts (and the 12 weeks for them to arrive and fix it but thats an old story)

Insurers are under no obligation to have their own locksmiths and reimbursement of policyholders costs are an acceptable settlement method (and preferred by many).

Personally, your bigger complaint should be with your bank and how long its taking them to get new cards out to you... AmEx has been stolen twice, in the UK it was replaced within 2 days and they were apologetic when stolen overseas that it took 4 days to get a new card to us

Not quite, the complaint is mainly about not being covered for theft when this is out of my control.

Whilst first line staff always mean well we have to be realistic about the level of training they have compared to more technical members of staff. In reality you need to read your policybook to see what it says about lock changes following a loss/theft of keys... I cannot say I recall any that explicitly say that you must. So there is a question of it falls within the basic level of care you are required to take if there is nothing specific.

If however the garage as said its 10 days until locks can be changed then its just about what other reasonable steps you can take to ensure it isnt stolen in the meantime... get it recoded first, put it in the garage, park your other car behind to block it in etc etc. 

2 people have died during this event and still, even in this circumstance, no one has cared. 

?? Eh? I thought it was about a car stolen following a burglary?