Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@. Skimlinks & other affiliated links are turned on

Search
  • FIRST POST
    • MSE Archna
    • By MSE Archna 20th Jul 09, 11:18 PM
    • 1,874Posts
    • 6,140Thanks
    MSE Archna
    Great 'How to ensure your insurer pays claims' Hunt: How to assure a payout
    • #1
    • 20th Jul 09, 11:18 PM
    Great 'How to ensure your insurer pays claims' Hunt: How to assure a payout 20th Jul 09 at 11:18 PM
    It's all very well having insurance, yet if when you come to claim, the company rejects it, the whole thing's pointless. So we thought we'd tap MoneySavers' knowledge to find your top tips on making legit insurance claims. What were you claiming for, what details did you include, how did you speed it up, what tips do you have for others?

    If your claim's rejected remember you have a right to take it the Financial Ombudsman Service. See the Fight Bank Mistreatment

    This Forum Tip was included in MoneySavingExpert's weekly email

    Don't miss out on new deals, loopholes, and vouchers

    Last edited by Former MSE Wendy; 21-07-2009 at 6:45 PM.
    Report inappropriate posts: forumteam@moneysavingexpert.com




Page 2
    • cogito
    • By cogito 22nd Jul 09, 10:50 AM
    • 4,548 Posts
    • 12,914 Thanks
    cogito
    I came a cropper when I assumed that travel insurance would cover me for goods stolen.....whilst travelling.:confused:

    Last year we were en route to the airport in Barcelona with a car full of the luggage a family of 5 needs for a 3 week holiday. We had driven up from France, stopped to stretch our legs and eat, were away from the car no more than 45 mins, and it had been robbed, brick through window.

    Were we covered ? no, because apparently personal posessions are covered only if in a locked hotel room. Granted, it was there in the small print, but it seemed unfair that a travel policy should have such an exclusion. We eventually claimed on our contents insurance but because of a limit, lost out to the tune of approx £800.

    Lesson learned.
    Originally posted by poet123
    You left all your things in an unattended car for 45 minutes in a foreign country and were surprised that it wasn't covered. You were lucky that your contents policy didn' have a similar exclusion as many of them do.

    What on earth is unfair about it? The policy was perfectly clear and it's your own fault if you didn't bother to read it.
  • poet123
    You left all your things in an unattended car for 45 minutes in a foreign country and were surprised that it wasn't covered. You were lucky that your contents policy didn' have a similar exclusion as many of them do.

    What on earth is unfair about it? The policy was perfectly clear and it's your own fault if you didn't bother to read it.
    Originally posted by cogito
    Thank you for that:rolleyes:

    We had driven up from France and needed to get out of the car. It was lunchtime, on a crowded main street in the centre of Barcelona, not a back street in darkness.

    I do think the exclusion was unfair, but I agree it was my own fault for assuming travel insurance actually covered goods in transit, and for not reading the small print. As I said lesson learned.
    • Katie-Kat-Kins
    • By Katie-Kat-Kins 22nd Jul 09, 10:55 AM
    • 1,717 Posts
    • 1,791 Thanks
    Katie-Kat-Kins
    I came a cropper when I assumed that travel insurance would cover me for goods stolen.....whilst travelling.:confused:

    Last year we were en route to the airport in Barcelona with a car full of the luggage a family of 5 needs for a 3 week holiday. We had driven up from France, stopped to stretch our legs and eat, were away from the car no more than 45 mins, and it had been robbed, brick through window.

    Were we covered ? no, because apparently personal posessions are covered only if in a locked hotel room. Granted, it was there in the small print, but it seemed unfair that a travel policy should have such an exclusion. We eventually claimed on our contents insurance but because of a limit, lost out to the tune of approx £800.

    Lesson learned.
    Originally posted by poet123
    It is pretty common for travel insurance not to cover bags left unattended in a vehicle. It is a very high risk, advice on avoiding car crime always says do not leave anything of value in your car unattended. I appreciate that this isn't always practical but this is why it excluded from most standard policies.

    You will also find that your car insurance will limit the amount of cover for goods stolen from a parked vehicle for similar reasons.

    Also bear in mind that this is the sort of cover insurers are nervous of because of the potential for exaggeration and the difficulty of proving the value of the loss. Once it has been stolen who knows whether your suitcase was louis vuitton or primark? Never mind what was inside it.

    If this is something that you need it is often available as an extension to either your car insurance or travel insurance that you pay a bit extra for.

    Better to have it as an optional extra at a charge than for everyone to pay for potentially expensive cover that they don't need.

    Still at least you learned your lesson and won't be caught out by the same sort of thing in future! Shame more people don't have the humility to do the same and the good grace to share their learning experience with others!
    • cogito
    • By cogito 22nd Jul 09, 10:55 AM
    • 4,548 Posts
    • 12,914 Thanks
    cogito
    Dinesh you are not alone in your interpretation, ICís word their T&C and Policy wording in such a way that they are flagrantly in their favour, often being subjective and open to opinion, sadly this gives them the power to be the Judge & Jury of any claim made. :confused:
    Of course ďeventuallyĒ if you havenít been beat down with their power you can ask for the FOS for a ruling, but this is many months down the road.

    Itís ironic IMO, that the ABI (Who represent the collective interest of the ICís), are endeavouring to ďpromote public confidenceĒ in the Insurance Industry. While at the same time highlighting the apparent fraudulent claims!!!!!!

    So it appears we donít trust them and they donít trust us???????


    Anyway this is my last input on this particular thread, Iíll watch from the sidelines
    Originally posted by pedro123456
    Another sweeping generalisation from Pedro. How about giving us some examples of T&Cs that you find objectionable instead of spouting your usual ill informed nonsense?

    Whilst you're at it, perhaps you should familiarise yourself with the Unfair Contract Terms Act.
  • Little Yellow Dog
    I had terrible hassle with the loss adjustors who took ages to do anything and would keep trying to settle my claim as cheaply as possible. I went from being offered zero, to £1k, to £2k and finally £5.5k. You have to persevere, provide your own quotes (as the insurers will claim that things such as your carpet are worth far less than they really are) and ask for a breakdown of the settlement by component part - I did this and found out they werent paying for a lot of things.
    I had a simiilar experience as dinesh17 over a claim after minor fire damage at my property. I have had a constant battle with the insurers since the incident at the beginning of May and it is still continuing now. Independent Inspections Ltd were sent out to value the various damaged items and they have repeatedly attempted to down value everything. They clearly made no attempt to find the true value of the items even though I provided the original letter showing the original purchase of the item, but they used a considerably cheaper item to compare it to, which is totally inaccurate. I have had to argue with them about all of their decisions and had to provide evidence to back up my opinion, which has been extremely time consuming.

    The job of the Independent Inspections Ltd is clearly not 'independent' and rather than getting accurate comparables for the true value of the items, they try to minimise the cost to them and the insurance companies. It is also clear that they have done deals with various retailers to provide replacement items in which they have negotiated discounts - showing again their lack of 'independence'. Unfortunately it is down to the claimant to prove the true value of their items and fight their corner.
  • poet123
    [QUOTE=KatP;23537845]
    You will also find that your car insurance will limit the amount of cover for goods stolen from a parked vehicle for similar reasons.

    Also bear in mind that this is the sort of cover insurers are nervous of because of the potential for exaggeration and the difficulty of proving the value of the loss. Once it has been stolen who knows whether your suitcase was louis vuitton or primark? Never mind what was inside it.

    QUOTE]

    Thanks!

    To be honest, as it was a hire car I never even thought of claiming on the car insurance, I wonder if I could have done?

    I did get a full and detailed crime report from the police, and the high value items still had receipts.
  • astevens4
    Ive worked in insurance for my whole career, and you are correct and incorrect - all the details will be written down, HOWEVER when you consider some policy T&C's amount to more than 50 pages of size 8 type font, and is written in english SPECIFICALLY DESIGNED to only Just fall into the "plain english" category (if your an oxbridge graduate maybe!).

    Some companies are very good and others have a definate approach that they reject EVERYTHING on the basis that only around 10% actually are persistant enough to continue to the point where they have to pay up - they actually build this into their business models so BE PERSISTANT is a top tip.

    The FOS is a nightmare - you first have to wait up to 8 weeks for the company to issue a final response to your complaint, and THEN the FOS will take it on - average turnarounds for the FOS are currently 12 MONTHS.

    Loss adjusters and insurers do everything they can to avoid paying - this is known in the industry as "Claims Avoidance" and firms have dedicated departments and on-staff private investigators to avoid claims wherever possible.

    99% of my work is in life insurance type fields, and most life providers are broadly the same - cant really argue with a death certificate, Critical Illness however is a MINEFIELD - the 2 firms with the best rep for paying Claims are BUPA and Zurich. I guess BUPA dont need any negative press cos it'd affect their core medical insurance business - dont know why Zurich pays, but they do!

    Hope this helps everyone

    Tony
  • Alan H
    My Experience
    I've had two insurance claims settled after a long fight so for anyone who's interested, here's how I did it:
    1. I claimed for water damage to a chipboard floor in my bathroom. The chipboard, which should have been waterproof, disintegrated so only the carpet stopped us falling through the floor. The insurance company (Royal) initially tried to avoid responsibility by saying that the damage had occurred over a long time and they had only been the insurers for the last year (my building society had switched without making it clear). After a year of fruitless correspondence, I asked for the address of the Insurance Ombudsman and had a cheque in my hand two weeks later.
    2. More water damage caused tiles to fall off the bathroom wall. The claim was rejected but, after much correspondence, my wife went into the building society's office and mentioned that the falling tiles were a safety hazard. The claim was then settled very quickly.
    • pedro123456
    • By pedro123456 22nd Jul 09, 11:16 AM
    • 710 Posts
    • 222 Thanks
    pedro123456
    You left all your things in an unattended car for 45 minutes in a foreign country and were surprised that it wasn't covered. You were lucky that your contents policy didn' have a similar exclusion as many of them do.

    What on earth is unfair about it? The policy was perfectly clear and it's your own fault if you didn't bother to read it.

    Cogito.
    So because they needed to stretch their legs for 45 mins they were at fault?, what were they supposed to do to please the IC, empty their car and put it in a locked room?, Or stay with the car and risk being robbed personally?, or donít thieves attack individuals, do they just rob unattended cars?.............berk

    Victims of the small print loopholes produced by the IC for the IC
    Campaigning to recycle Insurance Policies into Toilet Paper

    Z
    • Katie-Kat-Kins
    • By Katie-Kat-Kins 22nd Jul 09, 11:18 AM
    • 1,717 Posts
    • 1,791 Thanks
    Katie-Kat-Kins
    [QUOTE=poet123;23537979]

    To be honest, as it was a hire car I never even thought of claiming on the car insurance, I wonder if I could have done?

    I did get a full and detailed crime report from the police, and the high value items still had receipts.
    Originally posted by KatP
    Last time I hired a car we were specifically offered this type of cover when we collected it. Another reason to familiarise yourself with the level of cover you have is so that you can avoid paying for "double cover" and decide whether this sort of extra cover is worthwhile.

    Oh and I wasn't accusing you of insurance fraud but I have dealt with claims where people say they have high value items in their vehicle, and even with a receipt you have no way of knowing whether that item was actually stolen. It could be sitting at home still! Most people don't have the receipts either and so have no way of proving they ever owned the item.

    It makes the companies understandably wary of that type of claim.

    Another tip is that if you are claiming for damage to something (say items in your boot during a road accident) do not dispose of them. Keep them and take photos. Only dispose of them after taking photos and offering insurers the opportunity to inspect them. Again I have seen many a claim from people whose expensive watch was damaged in an accident and they just binned it :rolleyes:
    Last edited by MSE Jenny; 24-07-2009 at 4:45 PM.
    • Katie-Kat-Kins
    • By Katie-Kat-Kins 22nd Jul 09, 11:26 AM
    • 1,717 Posts
    • 1,791 Thanks
    Katie-Kat-Kins
    You left all your things in an unattended car for 45 minutes in a foreign country and were surprised that it wasn't covered. You were lucky that your contents policy didn' have a similar exclusion as many of them do.

    What on earth is unfair about it? The policy was perfectly clear and it's your own fault if you didn't bother to read it.

    Cogito.
    So because they needed to stretch their legs for 45 mins they were at fault?, what were they supposed to do to please the IC, empty their car and put it in a locked room?, Or stay with the car and risk being robbed personally?, or donít thieves attack individuals, do they just rob unattended cars?.............berk

    Victims of the small print loopholes produced by the IC for the IC
    Originally posted by pedro123456
    No they weren't at fault but they hadn't purchased cover for that particular risk. There is a difference.

    If you are likely to have to leave your bags in the car unattended on a trip, then you may wish to consider taking additional cover, you may decide to take the risk, it is up to you but your insurance company can't be expected to give you the benefit of additional cover you didn't pay for after the event.

    If you take out third party only cover for your car do you expect them to pay when it gets stolen just because it wasn't your fault???? It is the same thing!
    • pedro123456
    • By pedro123456 22nd Jul 09, 11:31 AM
    • 710 Posts
    • 222 Thanks
    pedro123456
    Well the chances are they had no idea it was a "seperate risk" and neither would anyone else except for you Insurance bods.

    I'll bet diamonds they wern't informed verbally it was a seperate risk, and asked if they wanted cover.

    I reckon you Insurance bods could sell sand to the Arabs
    Campaigning to recycle Insurance Policies into Toilet Paper

    Z
    • Katie-Kat-Kins
    • By Katie-Kat-Kins 22nd Jul 09, 11:42 AM
    • 1,717 Posts
    • 1,791 Thanks
    Katie-Kat-Kins
    As I said earlier pedro, last time I hired a car I was asked if I would like to take out cover for this, the major car rental companies offer this type of thing fairly routinely.

    I'd also bet diamonds that it wasn't terribly hard to determine by reading the policy booklet that they got with their policy (or the FAQ if bought online) that whilst your bags are covered for theft this only applies in a locked hotel room.

    The salespeople at insurers aren't mind readers they don't know what you need cover for. For all they know, she wasn't even planning to drive whilst on holiday, never mind planning to cart the cases around with them. If it is something that you are concerned about you only have to ask a direct question. If they mis inform you then it will be recorded and you will have recourse in future.

    Oh and for the record I am not employed by an insurance company, and don't sell anything at work!!
  • poet123
    Thanks, you are both correct.

    We didnt ask if the cover was included because I made an assumption that a travel policy covered you for loss whilst travelling. It was my fault, but I dont think it was an unreasonable assumption under the circumstances.

    We were offered windscreen insurance on the hire car(which we took) but no other add ons.

    The hard part was finding all the receipts, who keeps receipts for every item they buy? We had them for the Camera, PsP but not for the designer clothing, shoes etc teenage kids wear. Fortunately we do keep Credit card/bank statements so the details of lots of stuff were on there.

    When I bought the policy I did explain we were going on driving holiday, and I wasnt offered any addtional cover for that type of loss. We had driven up from France and had been on the road for 8/9 hourswhen we reached Barcelona, and obviously needed a break.

    Because there were so many of us we had a lot of stuff, but our biggest worry was that although all our hand luggage had gone, they had also rifled through our main bags, and we were really worried they had the opportunity to put something in there as well as take items out. I told the clerk at the airport we had been robbed, but he was disinterested, he didnt seem to understand the possible implications.

    It was a hard lesson to learn. I wonder if it is too late to claim on the hire car insurance for the extra uncovered losses?
    • Katie-Kat-Kins
    • By Katie-Kat-Kins 22nd Jul 09, 11:49 AM
    • 1,717 Posts
    • 1,791 Thanks
    Katie-Kat-Kins
    You have six years to make a claim under a contract. However if you didn't report it at the time or if you settled a claim relating to the break in on a full and final basis you may be in difficulty.

    You may find that it isn't covered anyway, often this cover is only obtained via an extension to the policy which you pay extra for.

    Worth checking out, but I wouldn't get your hopes up!
  • poet123
    We did report it, it was obvious anyway, the car had no side passenger window!! They just said we were covered for the damage to that, and we were late for our flight at that point, and just wanted to get home, so we just left it with them and ran!

    Might dig the paperwork out and have a look.

    We arrived back in the UK and our min bus driver picke dus up at the airport, loading our luggage into the car he said " didn't you have more luggage than this on the way out"? I could have cried!!
    • cogito
    • By cogito 22nd Jul 09, 12:59 PM
    • 4,548 Posts
    • 12,914 Thanks
    cogito
    You left all your things in an unattended car for 45 minutes in a foreign country and were surprised that it wasn't covered. You were lucky that your contents policy didn' have a similar exclusion as many of them do.

    What on earth is unfair about it? The policy was perfectly clear and it's your own fault if you didn't bother to read it.

    Cogito.
    So because they needed to stretch their legs for 45 mins they were at fault?, what were they supposed to do to please the IC, empty their car and put it in a locked room?, Or stay with the car and risk being robbed personally?, or donít thieves attack individuals, do they just rob unattended cars?.............berk

    Victims of the small print loopholes produced by the IC for the IC
    Originally posted by pedro123456
    If they had read the policy they would have known that they weren't covered and either chosen to take action to protect their property or to take the risk. Barcelona does have a certain reputation for street crime.

    Do you ever see vans with signs reading 'no tools left in this vehicle'? Why do you think this is? I'll tell you.

    It's because vans are forever having tools stolen from them and insurance companies don't cover the risk.
  • LadyIndecisive
    Virtually everyone I know who's been to Barcelona has been the vicitim of pick-pocketing, a mugging or some kind of attempted scam on the street. But then hindsight is a wonderful thing as they say.
  • poet123
    Virtually everyone I know who's been to Barcelona has been the vicitim of pick-pocketing, a mugging or some kind of attempted scam on the street. But then hindsight is a wonderful thing as they say.
    Originally posted by LadyIndecisive
    That is because the police are rude, disinterested, and incapable/unwilling to attempt to sort out the crime problems, atleast in my experience.
  • CharlotteD
    Well the chances are they had no idea it was a "seperate risk" and neither would anyone else except for you Insurance bods.

    I'll bet diamonds they wern't informed verbally it was a seperate risk, and asked if they wanted cover.

    I reckon you Insurance bods could sell sand to the Arabs
    Originally posted by pedro123456

    Do you really expect someone to sit on the phone with a client and tell them exactly what is and isn't covered???? This would take hours and you would end up moaning more after having to listen to it!! The companies have to give you a 'key facts' sheet before you take out a policy if you request which will give you the main inclusions and exclusions but if you want to know more you have to read the policy documents.

    And yes I do work for an IC claims department in motor claims. I would be happy to go through all the terms and conditions of our policy but I would be here all day. Every aspect of our policy is readily available to our policy holders and if they are unsure of their cover we are only a phone call away.

    There are so many people who think insurance covers everything - had someone asking me to come and collect their car ecause it wouldn't start. Now to most of us that would mean we would call our breakdown cover...

    People really just need to get used to reading things before they buy them.
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

270Posts Today

3,622Users online

Martin's Twitter