Fathers Mercedes stolen - anything we can do?

[Yomamaisasnowblower]

Sorry, just reaching out for advice. My fathers car (2017 E220d) stolen by overriding the keyless entry at 4am (caught on his security cameras) in the North London area. Police contacted, insurance refuse to provide a courtesy until the claim is settled which I find odd.

Never been in a position like this before, is there any advice on tracking the car? The Mercedes Me app is not showing location, just "ignition on".

He is really annoyed, the car has only done 30k and has a full Merc history from new, no expense spared - was hoping to run it till he couldn't drive anymore.

Personally, I'm guessing it's destined for a shipping container and will never be seen again.

Thanks in advance.

Edited by Yomamaisasnowblower on Monday 7th August 13:02

[Benz17]

Hi, was the key placed in a faraday pouch.

[Matt_E_Mulsion]

There is a good chance that they will have ripped out the electronic module that sends the cars GPS location. They are professional thieves at this level, they know what they are doing. Unfortunately I'd say it's unlikely that you'll ever see the car again, unless you are really lucky.

[Robberto]

I never used the feature when I had my Mercs but I seem to remember there being a geo-fencing function in MercedesMe so is there a remote shutdown?

I’m not sure if such a feature is more trouble than its worth as yet another area of exploitation by the organised crime lot but I’m sure if your car is TWOC it’d be greatly appreciated!

[Bendo]

Doesn't help you now, but on Merc keys of you double press the lock button, keyless I'd disabled for that key. Newer ones automatically sleep when they detect no motion.

[Yomamaisasnowblower]

Thanks all. Both key were in pouches so either made zero difference or they captured it earlier in the day when in use (not sure if that's even possible)

Anyone know about the courtesy car thing? Is it normal not to supply a vehicle until the settlement is paid?

[Actual]

Yomamaisasnowblower said:

Is it normal not to supply a vehicle until the settlement is paid?

This sounds like a complete fob off as in my experience the courtesy vehicle is only available up to when the settlement is paid.

Once the settlement is paid you have been compensated and theoretically back in the same position previous to the loss (as measured in money and regardless of time and grief and not having a vehicle).

[SiH]

Yomamaisasnowblower said:

Thanks all. Both key were in pouches so either made zero difference or they captured it earlier in the day when in use (not sure if that's even possible)

Anyone know about the courtesy car thing? Is it normal not to supply a vehicle until the settlement is paid?

The courtesy car thing is a little odd. It's usually at the point that the claim is settled and the payment made that the insurers are looking to stop the provision of a courtesy car as soon as possible. It makes no sense that this is the point in time where they'd consider giving you access to one.

I would say that as long as reasonable steps were taking to keep the vehicle secure (e.g. you didn't leave the car on the street with the door unlocked and enging running) then they wouldn't have grounds to deny the claim. To my mind whether the keys were in a Faraday pouch is immaterial (unless this is specifically required by the T&Cs of the policy) and if they were in the house and the car was locked then that should be fine.

[mcflurry]

Yomamaisasnowblower said:

Sorry, just reaching out for advice. My fathers car (2017 E220d) stolen by overriding the keyless entry at 4am (caught on his security cameras) in the North London area. Police contacted, insurance refuse to provide a courtesy until the claim is settled which I find odd.

Does your insurance policy have the courtesy car option included?
I remember last year I had to add it as a low cost option to my policy. This year's policy has a small car covered as standard and you can upgrade to a bigger one for a few quid.

[NortonES2]

If the pouches were as old as the car they probably no longer worked

[Ussrcossack]

Might be worth driving round the local area, and industrial estates.

Cars are some times left to see if the owner tracks it down using their tracker, unless that is the MB function you refer to

[98elise]

Actual said:

Yomamaisasnowblower said:

Is it normal not to supply a vehicle until the settlement is paid?

This sounds like a complete fob off as in my experience the courtesy vehicle is only available up to when the settlement is paid.

Once the settlement is paid you have been compensated and theoretically back in the same position previous to the loss (as measured in money and regardless of time and grief and not having a vehicle).

Agreed.

That's what happened to me. Courtesy car while mine was being assessed, then once the money was paid they wanted the car back.

[Yomamaisasnowblower]

I'll have to check with my father, he usually has a fairly high level of cover as hates being inconvenienced. Good idea about driving around various estates, though I'd rather do that for him and I can't get over right now.

Will ask him to escalate the courtesy car thing, my mother has limited mobility and not having a car is really going to impact them.

[martinbiz]

98elise said:

Actual said:

Yomamaisasnowblower said:

Is it normal not to supply a vehicle until the settlement is paid?

This sounds like a complete fob off as in my experience the courtesy vehicle is only available up to when the settlement is paid.

Once the settlement is paid you have been compensated and theoretically back in the same position previous to the loss (as measured in money and regardless of time and grief and not having a vehicle).

Agreed.

That's what happened to me. Courtesy car while mine was being assessed, then once the money was paid they wanted the car back.

As has been said it depends on what is in the terms of the OP’s dads policy. Plenty of ins CO’s don’t automatically provide a replacement vehicle in case of theft, it will often be an option at extra cost, he needs to read his policy

[98elise]

martinbiz said:

98elise said:

Actual said:

Yomamaisasnowblower said:

Is it normal not to supply a vehicle until the settlement is paid?

This sounds like a complete fob off as in my experience the courtesy vehicle is only available up to when the settlement is paid.

Once the settlement is paid you have been compensated and theoretically back in the same position previous to the loss (as measured in money and regardless of time and grief and not having a vehicle).

Agreed.

That's what happened to me. Courtesy car while mine was being assessed, then once the money was paid they wanted the car back.

As has been said it depends on what is in the terms of the OP’s dads policy. Plenty of ins CO’s don’t automatically provide a replacement vehicle in case of theft, it will often be an option at extra cost, he needs to read his policy

Agreed, but the OP said a courtesy car would be provided AFTER the claim was settled, which sounds the wrong way around.

[bowder]

98elise said:

Agreed, but the OP said a courtesy car would be provided AFTER the claim was settled, which sounds the wrong way around.

Does indeed. Needs confirming as soon as possible.

[Yomamaisasnowblower]

After some digging, he has found unless he had purchased the hire car option on the policy he will not be entitled to a car unless if found and damaged/requiring work.

If it was an accident a courtesy would have been provided.

So now either hope it comes back or look for a replacement.

Does anyone know if the telemetry function is disabled can Mercedes still reactivate it from their side?

[Actual]

NortonES2 said:

If the pouches were as old as the car they probably no longer worked

This

When my (purchased from Amazon) leatherette with gold inner lining pouches were new I could stand next to the car and could not open the doors.

When my pouches were a couple of years old they must have started leaking RF becuase they didn't stop me opening the doors.

My pouches were only used in the house when car was on the drive so no wear and tear caused by being in a pocket.

[Yomamaisasnowblower]

I bought him the pouches about 4 years ago so yes, if they do degrade this might be why.

Apparently Mercedes UK can track the car even if theives switched off the GPS in the car. Only issue is they need a release form the police (for data protection) which I'm not sure I can get in time.

[MitchT]

If the pouches degrade is that because the material they're made from doesn't take well to flexing? If so, would a hard case not solve the issue, assuming you can get one that tailored to the shape of the key and doesn't take up a lot of space?