Insurance claim after burglary. Excess not deducted. Loss adjuster now want my card details.

El_Presidente_2

I'm looking for advice and any similar experiences. 

I recently was the victim of a burglary into our garden and garage. A lawn tractor was taken from the garden and all my power tools from the garage. Captured on CCTV, but not expected to be recovered. 

e-Sure, my insurer passed my details to a Loss Adjuster calleds SBS of Cannock. I provided them with receipts and photos of manuals, etc; the total loss to me was just under £4500. SBS drew up a list of replacement items, which using there 'purchasing power' came to over £6800. They offered me a cash settlement, but explained that e-Sure had told them there was a £2000 limit on outbuildings. They noted I had a £425 excess on the policy, but suggested e-Sure would waive it due to the claim being so low. I heard no more about this. 

SBS contacted me again last week and I pointed out that the lawn tractor was not inside the garage, but in the garden. They checked with e-Sure. who eventually agreed they would pay for a replacement. I had claimed £1500 (the purchase price) for this, but SBS priced it at £3320.41 for the same current model. They asked me if I wanted to agree to a total cash settlement of £5320.41, which I did. They said they would pass my bank details to e-Sure who would make the payment. I emailed e-Sure confirming the conversation with SBS and asking the question "What can I claim for replacement locks and security?". But later that day, I received a bank payment for the full ammount from "SBS Insur Servs Ltd". I've have not had a reply from e-Sure from my mail or any of the earlier mails regarding locks, etc. 

This morning, I received a phone call from an SBS representative. They explained they had personally made an error and forgotten to deduct the excess from the £2000 payment they had made. I corrected them that I had been paid £5320.41. They checked their notes and then agreed what was paid, but explained that the excess should have been deducted and that they 'were now requried to collect this from' me. I raised that an earlier representative had said they thought the excess would be waived, to which they replied that e-Sure had declined to do this. 

Rather than immediately handing over my card details, which is what they wanted, I asked them to put their request and explanation in writing. 

Should I hand over this £425 or should I complain with a view to it being waived? Have others experienced recovery of excess after settlement, SBS or e-Sure? 

Sandtree

You agreed to the £425 when you took the policy out so why wouldn't you pay it?  The whole thing about gestures of goodwill like waiving of an excess is that they are goodwill not a certainty and they only said they'd ask about waiving it and didn't state it would be waived.

El_Presidente_2

I don't disagree. Just seems a bit odd that they agreed a settlement and are now altering it. 

SaverRate

El_Presidente_2 said:

I'm looking for advice and any similar experiences. 

I recently was the victim of a burglary into our garden and garage. A lawn tractor was taken from the garden and all my power tools from the garage. Captured on CCTV, but not expected to be recovered. 

e-Sure, my insurer passed my details to a Loss Adjuster calleds SBS of Cannock. I provided them with receipts and photos of manuals, etc; the total loss to me was just under £4500. SBS drew up a list of replacement items, which using there 'purchasing power' came to over £6800. They offered me a cash settlement, but explained that e-Sure had told them there was a £2000 limit on outbuildings. They noted I had a £425 excess on the policy, but suggested e-Sure would waive it due to the claim being so low. I heard no more about this. 

SBS contacted me again last week and I pointed out that the lawn tractor was not inside the garage, but in the garden. They checked with e-Sure. who eventually agreed they would pay for a replacement. I had claimed £1500 (the purchase price) for this, but SBS priced it at £3320.41 for the same current model. They asked me if I wanted to agree to a total cash settlement of £5320.41, which I did. They said they would pass my bank details to e-Sure who would make the payment. I emailed e-Sure confirming the conversation with SBS and asking the question "What can I claim for replacement locks and security?". But later that day, I received a bank payment for the full ammount from "SBS Insur Servs Ltd". I've have not had a reply from e-Sure from my mail or any of the earlier mails regarding locks, etc. 

This morning, I received a phone call from an SBS representative. They explained they had personally made an error and forgotten to deduct the excess from the £2000 payment they had made. I corrected them that I had been paid £5320.41. They checked their notes and then agreed what was paid, but explained that the excess should have been deducted and that they 'were now requried to collect this from' me. I raised that an earlier representative had said they thought the excess would be waived, to which they replied that e-Sure had declined to do this. 

Rather than immediately handing over my card details, which is what they wanted, I asked them to put their request and explanation in writing. 

Should I hand over this £425 or should I complain with a view to it being waived? Have others experienced recovery of excess after settlement, SBS or e-Sure? 

If the total loss to you was £4500 and they paid you £5320.41, even with the £425 excess you still seem to be profiting from it so pay the excess. At the end of the day you took out the policy knowing there was a £425 excess to be paid. 

Sandtree

El_Presidente_2 said:

I don't disagree. Just seems a bit odd that they agreed a settlement and are now altering it. 

Its called human error... every claims system I've seen is bad, some are worse than others. As a claims handler I had to manage circa 600 open claims and I suspect those still handling claims now have higher case loads. Mistakes happen

Brie

I would want an explanation as to why you were told one thing and now something else is happening.  And I'd want it in writing from your insurer.  And then, if still required, I would pay the excess to the insurer as that is who bought the policy from.  I certainly would never hand over my card details to someone phoning you up.  If they pressure you I'd be worried it was a scam of some sort.  If they understand your concern then they should be happy to wait for their mistake to be corrected.

El_Presidente_2

SaverRate said:

El_Presidente_2 said:

I'm looking for advice and any similar experiences. 

I recently was the victim of a burglary into our garden and garage. A lawn tractor was taken from the garden and all my power tools from the garage. Captured on CCTV, but not expected to be recovered. 

e-Sure, my insurer passed my details to a Loss Adjuster calleds SBS of Cannock. I provided them with receipts and photos of manuals, etc; the total loss to me was just under £4500. SBS drew up a list of replacement items, which using there 'purchasing power' came to over £6800. They offered me a cash settlement, but explained that e-Sure had told them there was a £2000 limit on outbuildings. They noted I had a £425 excess on the policy, but suggested e-Sure would waive it due to the claim being so low. I heard no more about this. 

SBS contacted me again last week and I pointed out that the lawn tractor was not inside the garage, but in the garden. They checked with e-Sure. who eventually agreed they would pay for a replacement. I had claimed £1500 (the purchase price) for this, but SBS priced it at £3320.41 for the same current model. They asked me if I wanted to agree to a total cash settlement of £5320.41, which I did. They said they would pass my bank details to e-Sure who would make the payment. I emailed e-Sure confirming the conversation with SBS and asking the question "What can I claim for replacement locks and security?". But later that day, I received a bank payment for the full ammount from "SBS Insur Servs Ltd". I've have not had a reply from e-Sure from my mail or any of the earlier mails regarding locks, etc. 

This morning, I received a phone call from an SBS representative. They explained they had personally made an error and forgotten to deduct the excess from the £2000 payment they had made. I corrected them that I had been paid £5320.41. They checked their notes and then agreed what was paid, but explained that the excess should have been deducted and that they 'were now requried to collect this from' me. I raised that an earlier representative had said they thought the excess would be waived, to which they replied that e-Sure had declined to do this. 

Rather than immediately handing over my card details, which is what they wanted, I asked them to put their request and explanation in writing. 

Should I hand over this £425 or should I complain with a view to it being waived? Have others experienced recovery of excess after settlement, SBS or e-Sure? 

If the total loss to you was £4500 and they paid you £5320.41, even with the £425 excess you still seem to be profiting from it so pay the excess. At the end of the day you took out the policy knowing there was a £425 excess to be paid. 

On the face of it, you're right. But the £4500 was the price I paid for the goods, most of which are now higher in price. My surprise at the £6800 total was that I could find replacements for significantly less than that. But I take your point about knowing the the excess beforehand. 

Sandtree

Brie said:

I would want an explanation as to why you were told one thing and now something else is happening.  And I'd want it in writing from your insurer.  And then, if still required, I would pay the excess to the insurer as that is who bought the policy from.  I certainly would never hand over my card details to someone phoning you up.  If they pressure you I'd be worried it was a scam of some sort.  If they understand your concern then they should be happy to wait for their mistake to be corrected.

Would love to know the scam? Esure said to deal with this company, this company has paid you £5,320.41 and the company now says they made an error and need £425 back and this sum marries up to the policy excess which you know hasn't been deducted.

Sure if you are particularly cautious person then say you'll call them back on the number that Esure gave for them but anything else is tin foil hat territory or just being obtuse to punish the company for its mistake (which is in your favour)

El_Presidente_2

Sandtree said:

El_Presidente_2 said:

I don't disagree. Just seems a bit odd that they agreed a settlement and are now altering it. 

Its called human error... every claims system I've seen is bad, some are worse than others. As a claims handler I had to manage circa 600 open claims and I suspect those still handling claims now have higher case loads. Mistakes happen

Fair point. And I don't want the claims hamdler to be blamed or even penalised; but especially so if the system they are given to work with is bad. 

El_Presidente_2

Brie said:

I would want an explanation as to why you were told one thing and now something else is happening.  And I'd want it in writing from your insurer.  And then, if still required, I would pay the excess to the insurer as that is who bought the policy from.  I certainly would never hand over my card details to someone phoning you up.  If they pressure you I'd be worried it was a scam of some sort.  If they understand your concern then they should be happy to wait for their mistake to be corrected.

Brie: I agree with you; and I have requested that explanation. In fact, as I write this they have replied. Simply put, they have coughed to it being a mistake. They havent pushed too hard for the money and I feel they understand my caution. I have written to e-Sure and asked them to consider the situation. I also want them to reply to my earlier request about security expenses. Whilst SBS have referred to a "final settlement" - I dont consider the matter settled until I at the very least claim for replacement padlocks (if not enhanced security which e-Sure and the Police advised I should fit). 

I personally don't think holding back the £425 excess is unreasonable, at least until I get some answers on my pending queries. 

Regarding the earlier comment (Sandtree) about "profitting" on the claim, this is somewhat cynical. The implication is that I am seeking to recover every penny.  I won't be fully recompensed for all the items that were stolen, as I wasnt able to claim for lots of additional ancillary items that were contained in toolboxes (for instances, sanding pads for the electrical sander, jigsaw bits, drill bits, etc). Nor the time I have had to put into making the claim, righting the damage and replacing the items. Given the insurance company business is to payout as little as possible (whilst meeting their contractual obligations), it is my right to push for the best, lawful settlement as possible.

theoretica

Do insurance companies really ever pay for increased security?  My experience has only been of higher premiums if you do not have it.