Experience with Insurance Companies...
Discussion
Feeling very frustrated and to be honest a little disillusioned. I’ve managed to reach the age of 51 without ever raising an insurance claim…..maybe I’ve been lucky, though I’m not feeling that lucky right now.
About 2 weeks ago my Vespa GTS300 was stolen from the scooter parking area outside my local train station. I reported to the police and insurance etc. as you are supposed to do. Within a week I heard from the insurance company that the bike had been recovered by the police and a phone call to the police confirmed this along with confirmation that it had been recovered following a pursuit (!).
Nothing more from the police until I receive a letter informing me that I have a number of days to collect my bike from the pound before I will receive storage charges (thanks!)….also in the post 2 speeding tickets for the bike whilst it was stolen (too much to expect one part of the police to communicate with another?). I inform the insurance company who duly state they will recover the bike and let me know whether they will repair etc.
I then receive a call from the insurance company asking if I know if the person who stole my bike has been arrested (??)…..apparently at the end of the ‘pursuit’ the bike was involved in a head on collision with another vehicle the owner of which is now making a 3rd party claim.
Next communication is an email from the insurance company yesterday stating that the underwriters are now declining my claim and that I will need to arrange with their logistics team for the return of what is left of my bike. It’s only then that I discover that every communication with the insurance team so far has been without any phone number being given (I wonder why)…..this though does give me time to calm down. The reason for the decline they have stated is that my Statement of Insurance says Datatag was installed on the bike and they have contacted Datatag and found no reference to this therefore I have not adequately secured my bike in line with my policy.
I have responded via email as actually my Statement of Insurance says the following;
Alarm – not fitted
Immobiliser – Datatag
Tracker – not fitted.
Clearly there is just a branding error on behalf of the broker in relation to the immobilizer. I have a factory standard immobiliser fitted and working and assumed was the factory fitted brand name inserted by the broker. Datatag do not supply immobilisers they are a vehicle tracking device supplier. I surely cannot be penalised for not having a device fitted that I have never said was? Despite my email response ‘apparently’ I have to await until their formal written letter declining my claim arrives, which will include details of how I can appeal. Meanwhile I’m being hassled this morning by the insurance logistics department to have my bike returned.
If that wasn’t enough since the bike theft we’ve now been burgled too (unrelated). I was completing the mountains of documentation required to prove ownership of lost items for that claim when I received the email above yesterday morning.
I’m now beginning to wonder if there is actually any point in having insurance at all ? I’ve religiously paid various types of insurance over the years in the belief that should I ever need assistance then they would be there to help. I’m now left feeling that should I ever need help they will do whatever they possibly can to avoid their responsibilities actually causing more stress and trauma than the original event they are supposed to be providing help with. Am I being overly negative or is this just standard fair?
About 2 weeks ago my Vespa GTS300 was stolen from the scooter parking area outside my local train station. I reported to the police and insurance etc. as you are supposed to do. Within a week I heard from the insurance company that the bike had been recovered by the police and a phone call to the police confirmed this along with confirmation that it had been recovered following a pursuit (!).
Nothing more from the police until I receive a letter informing me that I have a number of days to collect my bike from the pound before I will receive storage charges (thanks!)….also in the post 2 speeding tickets for the bike whilst it was stolen (too much to expect one part of the police to communicate with another?). I inform the insurance company who duly state they will recover the bike and let me know whether they will repair etc.
I then receive a call from the insurance company asking if I know if the person who stole my bike has been arrested (??)…..apparently at the end of the ‘pursuit’ the bike was involved in a head on collision with another vehicle the owner of which is now making a 3rd party claim.
Next communication is an email from the insurance company yesterday stating that the underwriters are now declining my claim and that I will need to arrange with their logistics team for the return of what is left of my bike. It’s only then that I discover that every communication with the insurance team so far has been without any phone number being given (I wonder why)…..this though does give me time to calm down. The reason for the decline they have stated is that my Statement of Insurance says Datatag was installed on the bike and they have contacted Datatag and found no reference to this therefore I have not adequately secured my bike in line with my policy.
I have responded via email as actually my Statement of Insurance says the following;
Alarm – not fitted
Immobiliser – Datatag
Tracker – not fitted.
Clearly there is just a branding error on behalf of the broker in relation to the immobilizer. I have a factory standard immobiliser fitted and working and assumed was the factory fitted brand name inserted by the broker. Datatag do not supply immobilisers they are a vehicle tracking device supplier. I surely cannot be penalised for not having a device fitted that I have never said was? Despite my email response ‘apparently’ I have to await until their formal written letter declining my claim arrives, which will include details of how I can appeal. Meanwhile I’m being hassled this morning by the insurance logistics department to have my bike returned.
If that wasn’t enough since the bike theft we’ve now been burgled too (unrelated). I was completing the mountains of documentation required to prove ownership of lost items for that claim when I received the email above yesterday morning.
I’m now beginning to wonder if there is actually any point in having insurance at all ? I’ve religiously paid various types of insurance over the years in the belief that should I ever need assistance then they would be there to help. I’m now left feeling that should I ever need help they will do whatever they possibly can to avoid their responsibilities actually causing more stress and trauma than the original event they are supposed to be providing help with. Am I being overly negative or is this just standard fair?
I seem to recall that the insurance company needs to demonstrate that the difference between what you declared and what is in place is material.
Hopefully the fact you have an immobiliser but it is incorrectly assigned will fall into this.
Don't give up just because they decline initially.
Hopefully the fact you have an immobiliser but it is incorrectly assigned will fall into this.
Don't give up just because they decline initially.
Sorry to hear this OP.
Quite how an immobiliser can be identified as Datatag which is a vehicle marking/ID system is beyond me. Have I missed something but this looks like a simple error in terms someone typing something into a computer correctly?
If they decline the claim based on this only def take it further.
Again another reason I go through my schedule/info/etc with a fine tooth comb each an every year to spot these random errors/inaccuracies that seem to appear for no reason. I found one on my policy this year where there was no field available when generating a quote to declare that my home property type is a flat or house etc - however on the schedule it listed house as property type rather than a flat as it should - I had already paid the premium in full by this point. I called them up and pointed this out to them and got it changed - their system charged me a change admin fee despite the policy not actually starting for a week or so - they of course waived it.
Quite how an immobiliser can be identified as Datatag which is a vehicle marking/ID system is beyond me. Have I missed something but this looks like a simple error in terms someone typing something into a computer correctly?
If they decline the claim based on this only def take it further.
Again another reason I go through my schedule/info/etc with a fine tooth comb each an every year to spot these random errors/inaccuracies that seem to appear for no reason. I found one on my policy this year where there was no field available when generating a quote to declare that my home property type is a flat or house etc - however on the schedule it listed house as property type rather than a flat as it should - I had already paid the premium in full by this point. I called them up and pointed this out to them and got it changed - their system charged me a change admin fee despite the policy not actually starting for a week or so - they of course waived it.
Edited by sjtscott on Wednesday 13th December 16:18
sjtscott said:
this looks like a simple error in terms someone typing something into a computer correctly?
True but the insurance company will say they sent the details to OP asking to advise if anything wasn't correct.OP should have a good case on the point of the error not being material. What a PITA though, but for the grace of god etc.
Bleeding you dry and trying to get away with payouts is what they specialise in.
Sounds like a complete farce. My guess is you'll be OK given the basic level of common sense required to understand the mistake. For the time being though, unfortunately it looks like it'll be a case of "computer says no'oo"
Hope you sort it out.
Sounds like a complete farce. My guess is you'll be OK given the basic level of common sense required to understand the mistake. For the time being though, unfortunately it looks like it'll be a case of "computer says no'oo"
Hope you sort it out.
trickywoo said:
sjtscott said:
this looks like a simple error in terms someone typing something into a computer correctly?
True but the insurance company will say they sent the details to OP asking to advise if anything wasn't correct.Sorry to hear about the incident and the mess of your bike anyway but hopefully the toe rag that stole it was seriously injured?
Very sad to hear the way you have been treated, my impressions of datatag is that the motorcycle and parts are all numbered - this does bot stop a bike from being stolen but helps in the recovery!! I would advise looking through the companies literature to confirm if their was a clause on the policy regard to having a secondary security device installed (disc lock, chain etc) as some insurers do require this.
It would be interesting for you to name and shame the insurers so that others may be wary of their choice if insurance company, but fight this one with an official complaint to the brokers and if not resolves to the Ombudsman.
Good luck
It would be interesting for you to name and shame the insurers so that others may be wary of their choice if insurance company, but fight this one with an official complaint to the brokers and if not resolves to the Ombudsman.
Good luck
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