to think our home insurance co are taking us for a ride?

[crazycatlady]

We were burgled back in the Spring. No sign of forced entry. We figured they either jimmied both our front door locks somehow without causing any damage, stole a key (cleaner perhaps?), or entered via the cellar window while were in the house and hid there waiting for us to go out.

Tens of thousands of pounds of personal items stolen. We reported it to our insurance company and the police immediately and changed the locks straight away. The burglary took place the day after our home insurance policy came into force.

Our insurance claim is still not settled and the company seems to be very evasive. They sent a loss adjuster in April to take a statement and proof of ownership for items stolen. We had receipts and photographic evidence of ownership for 90% of the items.

The loss adjuster sat on our case for months and did nothing with it despite us chasing. All he did was respond 6 weeks later with a request for information we had already given him. The insurance company has also failed to act when we have chased them, always referring back to the loss adjuster.

We have made a high level complaint to the insurance company and now they are sending a second loss adjuster out. The company representative we are dealing with now seems very pleasant but I am concerned we're going round and round in circles here and it's so distressing still being without my wedding and engagement rings and other personal belongings. We just want it sorted.

Is this a typical course of events for a home insurance claim or are we being taken for a ride? Not sure what to do now really except wait for second loss adjuster to visit and hope for a quick resolution.

I can't see why it is taking so long?

We have no previous experience with such a claim and would really appreciate any advice or stories of similar situations.

Many thanks

rainbow, and others who think it's weird that the OP had no contents insurance, we've never had it (and reading this thread I now wouldn't take it out because the insurance company would probably not pay out anyway!). We have building insurance because we couldn't possibly afford to rebuild the house if it burnt down, car insurance because it's a legal requirement, and travel insurance in case of a medical emergency. That's it. Otherwise insurance is generally a rip-off. Of course if our house burns down and we lose everything I may regret the lack of contents cover, but otherwise we're self-insuring - the money we save over the years probably more than compensates for any claims we're likely to make for a burglary or water damage.

thanks rainbow. I'm going to read the policy wording again so I'm clear on exactly where we stand with regards the jewellery. The other items can be replaced from pretty much anywhere but the jewellery items can't.

Quite Tadlow!

Yes, I've had insurance for 15 years and combined it with my buildings insurance and pay around £33 a month. We've never made a claim but have used the legal help (that we pay extra but part of the 33 for) and been able to take dh's employers to court and got compensation. (He had an accident at work for which they accepted liability but didnt pay him for his time off due to this accident).
Say, half of that is my contents but so times that by the 15 years I've paid it equals just under £3000. We got back aroudn this in compensation for lost wages. I know if my house burnt down it would cost us more than £3000 to replace everything. Our TV alone is worth about a grand.
Nor do I have £10 000 saved.
I guess having seen people underinsured and not being able to replace anywhere near what they have lost has made be ensure we are adequately insured.

crazycat - shouldn't they be replacing 'like for like'. If your ring was handmade and of a particular value shouldn't they cover you for the same?

I think Tadlow is right!

Yes, they should replace "like for like" however at the cost to them ie at a discounted rate from their jewellers. You may find that goldsmiths etc say they cannot possibly replace like for like and if they do then you should be able to get from original jewellers. The insurers should be able to negotiate a discount from the jewellers or you could ask yourself if they will.

When I was burgled, they came to the conclusion that I was under insured and didn't pay out for the full loss. They also insisted that I have a monitored and maintained alarm fitted before they'd continue cover. I wouldn't be without it now, it makes me feel much safer. It's also an animal friendly one.

I've just read this in the policy summary:

"If you suffer a loss, the last thing you need is stress from your insurance company. So if something goes wrong, all you need to do is pick up the phone, tell us what?s happened and we?ll help you to put it right.
We won?t make things worse by asking you to complete lengthy unnecessary forms. In addition, you have the choice of how to settle your claim ? cash, repair your goods or replace with new goods."

Not really working out that way in reality so far!

If you're in the complaints process already and they aren't meeting their timelines then it's time for the good old-fashioned Chief Executive Office complaint, a particular favourite of Wilson's (ex Financial Services. Write to the CEO and see how they run)

Re bespoke items ie. Jewellery, they can't make you take a voucher unless the item can be replaced through the usual networks ie high street jewellers.
For all the complications/fraud indicators surrounding your claim, if you have nothing to hide, your claim should be settled once all investigations have been carried out.

Hee hee. Agree Wilson. I had a fair few nasty CEO complaints pass by my desk when I worked in the press office at HSBC. Usually only those that also had press involvement. It was utterly amazing to see how genuine complaints that had rumbled along for months would magically get sorted. It makes me very sad to think how badly a lot of people are treated by big faceless corporations. And now I'm on the other side of it!

It is amazing how many things were just about to be resolved when the CEO complaints team calls up, isn't it? Get writing OP!

Writing right now . I haven't had the promised call from this second loss adjuster yet to arrange their visit. Things just aren't moving along.

Also found this in my policy booklet:

"Our promise
? You will speak to a knowledgeable
and trained member of staff who can
discuss the claim and explain the next
steps.
? We will call you back when promised.
? We will provide you with regular
updates on your claim."

Oh dear oh dear... failure on all three counts.

I think we're getting somewhere. Just had a call from the lady who's handling our complaint. She is being very helpful...

Just wanted to update for anyone who finds themselves in a similar situation, and to say thank you again to those who had helpful advice...

After a very long, dull and drawn out battle our insurance company has settled in quite reasonable fashion. Sadly if I hadn't approached an old contact of mine through their press office I think it could have been a different tale.

For anyone who has the misfortune to ever have to welcome a very unpleasant man called David Watts, loss adjuster at GAB Robins, into their living room, I advise you to grow a very thick skin beforehand. And lord help you if you have to do it twice .

What a thoroughly horrible experience the whole thing has been. I can quite honestly say that getting the insurance settlement was more emotionally traumatic than the burglary itself.

Hey ho, it's over now. My jewellery items are being remade by our jeweller and we have a mix of cheques and vouchers to cover replacing the other items.

Thanks again those who were there with good advice at the time.