Intrusive and disproportionate insurance company request. ?

HillStreetBlues

DullGreyGuy said:

HillStreetBlues said:

Voyager2002 said:

elsien said:

I can see why they are asking for details of the car and where she lives. The bank statements seem ridiculous.

If someone is under financial strain, they are more likely to be tempted to make a fraudulent claim. Therefore, if the bank statements indicate difficulties she is likely to be given extra scrutiny.

I think that's called a fishing expedition.

Not really, it's why some insurers do a CRA check as part of their quoting process and will use it as a rating factor. There is a correlation between financial distress and adverse claims experience

I can see the reason why for quoting as many factors come into consideration.
 In this case the insurer hasn't a clue what's in the bank statements, casting an open net hoping to catch something, which were the term comes from.

Hoenir

HillStreetBlues said:

DullGreyGuy said:

HillStreetBlues said:

Voyager2002 said:

elsien said:

I can see why they are asking for details of the car and where she lives. The bank statements seem ridiculous.

If someone is under financial strain, they are more likely to be tempted to make a fraudulent claim. Therefore, if the bank statements indicate difficulties she is likely to be given extra scrutiny.

I think that's called a fishing expedition.

Not really, it's why some insurers do a CRA check as part of their quoting process and will use it as a rating factor. There is a correlation between financial distress and adverse claims experience

I can see the reason why for quoting as many factors come into consideration.
 In this case the insurer hasn't a clue what's in the bank statements, casting an open net hoping to catch something, which were the term comes from.

The insurer is unhappy with something. Insurance contracts are entered into under the long established principle of  "Utmost good faith".  Therefore won't mess around in conducting a thorough review. They'll only want to ask for something once.  Conducting such an exercise coming at a considerable cost. 

35har1old

DullGreyGuy said:

paul_a_scott said:

Hello.
My partner recently had an unfortunate minor damage accident in her car in a supermarket car park.
She damaged two doors on a low level structure. No other person was involved, no one was injured.
She claimed on her insurance, for the first time in 23 years.
She asked if the car could be repaired at a preferred garage near to where her office is based which is a trusted business, rather than the insurers garage in North Wales, where she lives. 
There were no issues until she mentioned to the claims handler that her office was England and not in Wales.
He used the underwriter as an excuse to ask how many days a week she went to her office in the car, and how long she had worked there.
She explained away her working practises, honestly, and now he wants,
1  A copy of the v5
2  A copy of the purchase receipt from the dealership
3 The finance agreement documents
4 Copy of driving licences for herself and me as I'm on the policy
5  DVLA validation codes for both
6 Three utility bills for the past 3 months for her address
7 Her last three months bank statements.

The vehicle is worth £25,000 the repairs, £3000.

Is this a correct way of going about matters or are Aviva being disproportionate, intrusive and on a fishing expedition.

Do they have justification to demand all of this in these circumstances. (all of which can be provided)

Do they have a legal right to request all this personal material in these circumstances.

Their actions have caused her great distress and anxiety.

If anyone has any knowledge of the claims procedure in this type of claim, I would be happy to hear about it. 

So does she stay over when going to the office or is she just commuting there each day? 

What's the distance of a round trip? If she's commuting how many times a week? What's your declared annual mileage?

In fairness to Aviva there are brokers that ask for most of the above each time anyone buys a policy from them. So by comparison only doing it at claims stage is much more reasonable. 

It's certainly more than you'd expect to be asked for at claim stage but historically Avivas checks on sale were lighter than most and checks on claims slightly heavier but the two balanced out. It would be pure speculation as to if something has triggered some counter fraud checks, if you are just one of the lucky ones to be randomly sampled or it's something else. 

For the majority that go through the special treatment, they provide their docs, everything is in order, the claim continues as normal; maybe 1.5 days delay but then the delay of using your own garage rather than their approved repairer network is likely to add more time than that anyway. 

Clearly some are caught out and then there are the ones that add 4 weeks of delays arguing about why they should have to provide the docs. 1-6 are all fairly normal docs and regularly requested at different times. Only the final one is more of an outlier, though would be less so were it Home rather than Motor. 

Likely won't except statements printed online.
If so need to request bank to send paper statements another delay

In my case It would be impossible to fulfil no:6  no utility  bill available

Another reason perhaps the bill isn't in her name

Baldytyke88

paul_a_scott said:

1  A copy of the v5
2  A copy of the purchase receipt from the dealership
3 The finance agreement documents
4 Copy of driving licences for herself and me as I'm on the policy
5  DVLA validation codes for both
6 Three utility bills for the past 3 months for her address
7 Her last three months bank statements.

Their actions have caused her great distress and anxiety.

  

Just send them what is reasonably easy to do, it should be quite easy to just print from online or photocopy.

Certainly worth it for a £3,000 repair.

DullGreyGuy

35har1old said:

DullGreyGuy said:

paul_a_scott said:

Hello.
My partner recently had an unfortunate minor damage accident in her car in a supermarket car park.
She damaged two doors on a low level structure. No other person was involved, no one was injured.
She claimed on her insurance, for the first time in 23 years.
She asked if the car could be repaired at a preferred garage near to where her office is based which is a trusted business, rather than the insurers garage in North Wales, where she lives. 
There were no issues until she mentioned to the claims handler that her office was England and not in Wales.
He used the underwriter as an excuse to ask how many days a week she went to her office in the car, and how long she had worked there.
She explained away her working practises, honestly, and now he wants,
1  A copy of the v5
2  A copy of the purchase receipt from the dealership
3 The finance agreement documents
4 Copy of driving licences for herself and me as I'm on the policy
5  DVLA validation codes for both
6 Three utility bills for the past 3 months for her address
7 Her last three months bank statements.

The vehicle is worth £25,000 the repairs, £3000.

Is this a correct way of going about matters or are Aviva being disproportionate, intrusive and on a fishing expedition.

Do they have justification to demand all of this in these circumstances. (all of which can be provided)

Do they have a legal right to request all this personal material in these circumstances.

Their actions have caused her great distress and anxiety.

If anyone has any knowledge of the claims procedure in this type of claim, I would be happy to hear about it. 

So does she stay over when going to the office or is she just commuting there each day? 

What's the distance of a round trip? If she's commuting how many times a week? What's your declared annual mileage?

In fairness to Aviva there are brokers that ask for most of the above each time anyone buys a policy from them. So by comparison only doing it at claims stage is much more reasonable. 

It's certainly more than you'd expect to be asked for at claim stage but historically Avivas checks on sale were lighter than most and checks on claims slightly heavier but the two balanced out. It would be pure speculation as to if something has triggered some counter fraud checks, if you are just one of the lucky ones to be randomly sampled or it's something else. 

For the majority that go through the special treatment, they provide their docs, everything is in order, the claim continues as normal; maybe 1.5 days delay but then the delay of using your own garage rather than their approved repairer network is likely to add more time than that anyway. 

Clearly some are caught out and then there are the ones that add 4 weeks of delays arguing about why they should have to provide the docs. 1-6 are all fairly normal docs and regularly requested at different times. Only the final one is more of an outlier, though would be less so were it Home rather than Motor. 

Likely won't except statements printed online.
If so need to request bank to send paper statements another delay

In my case It would be impossible to fulfil no:6  no utility  bill available

Another reason perhaps the bill isn't in her name

I wouldnt expect anything to be printed at all but PDF files emailed to them or a photo of physical documents. 

Having faced a utility bill issue in the past I was able to add the Mrs to my online account and with our companies at the time it also added her name to historic bills 

eskbanker

35har1old said:

Likely won't except statements printed online.

It's likely they will except statements printed online.

It's likely they won't accept statements printed online....