Lost Sunglasses - in Europe - somewhere, but Carole Nash want a Police report

I've just come back after a week-long motorcycle tour of Europe - France, Belgium, Luxembourg, Germany and back through France. On getting home and unpacking my panniers I am mortified to find I have lost my expensive Maui Jim Sunglasses. I could have lost them in any of the countries as I never wore them - but I unlocked and opened the Pannier everyday when I checked my tyre pressures.
I have just called Carole Nash, who were my travel insurer, to make a claim - but they are insisting I get a Police report. I pointed out that I don't know when they were lost, they obviously fell out of the Pannier at some point, it's not possible they were stolen as the panniers were locked at all other times. I advised the agent I am back in the UK - and only discovered the loss here, but the only response is to repeat that they will not progress a claim without a Police report - again I said I don't know where they were lost, and Europe is a big place - how on earth am I supposed to get a Police report when I'm not in the countries involved anymore.

Any thoughts - are they being unfairly obstructive?


  • marcia_
    marcia_ Forumite Posts: 1,170
    1,000 Posts Fourth Anniversary Photogenic Name Dropper
     Did the tour include the uk? If so go to your nearest police station and report
  • TSx
    TSx Forumite Posts: 845
    Part of the Furniture 500 Posts Name Dropper Combo Breaker
    marcia_ said:
     Did the tour include the uk? If so go to your nearest police station and report
    Police in the UK usually won't even take lost property reports any more - my local constabulary will only accept items if they are worth more than £500, have identifying details on, or have great sentimental value.
  • huckster
    huckster Forumite Posts: 4,708
    Part of the Furniture 1,000 Posts Name Dropper
    Standard request from Insurers, because they are aware of people claiming for fairly expensive items as an attempted fraud. So willingness to report to the Police, reassures the Insurers that the claim event is genuine.  

    I suspect that if you cannot report to Police because you are not sure about where they were lost, that the Insurers will decline the claim anyway, on the basis that you don't have enough evidence of the loss event.  There will be clauses in the Insurance contract about taking all reasonable care to prevent losses from occurring etc. 

    Will be surprised if the Insurers paid this claim and I cannot see the FOS deciding in your favour, if you went to them.

    The comments I post are personal opinion. Always refer to official information sources before relying on internet forums. If you have a problem with any organisation, enter into their official complaints process at the earliest opportunity, as sometimes complaints have to be started within a certain time frame.
  • DullGreyGuy
    DullGreyGuy Forumite Posts: 6,279
    1,000 Posts First Anniversary Name Dropper
    Have you checked your policy covers loss? 

    If you look at their policy wording it states a police report and reference is required from the country where the loss, theft of attempted theft occurred (at least in the current Premier version they sell). They also require sight of your home insurance, so if it covers personal possessions they will look for the claim to at least be shared with your home insurance. 

    On the basis you weren't keeping track of them they may also allege you have failed in your duty to take reasonable care.
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