Insurance company taking the....
Discussion
Just need some advice from anyone who has made a large claim on insurance really!
Had my 997 Turbo stolen at end of Jan after keys were stolen from the house and am still waiting for a payout...
The situation so far is this -
Car stolen on 30th Jan, i sent back all docs and keys within a week then waited. 2 weeks later with a bit of chasing they tell me they have completed enquiries and spoken to police etc and will call me back the next day with an offer.
Few days pass and this doesnt happen, in the meantime my 2nd car gets stolen - 2001 BMW X5(keys were also stolen in the robbery but we had locks changed, i feel they came back for the car and decided that they would have it by any means as they had bothered to wait 2 weeks for it)
Insurance company then ROLLS BOTH CLAIMS INTO ONE and stops processing the 911 claim...
A week later the X5 is found 3 miles from house undamaged and I cancel the relevant claim, it takes them 10 days to post me the keys back but we finally get the car back.
Insurers request an appendix D form from me which is sent back next day so they can view the police report (despite the detectives involved telling me they have already told them everything they wanted to know in the first week the car went)
A loss adjuster is instructed and takes 3 weeks to contact & visit me, finally coming last week and submitting my statement there and then.
Call insurance today and they claim they do not have the statement yet because the loss adjusters have been instructed to "make additional investigations", and that they are still waiting for the police report, when pressed and reminded I sent my appendix D back 3 weeks ago they reveal they have only just sent it to the police!
Meanwhile they still keep asking for more X5 related info (reciept from BMW for the new locks which i dont have as I used an indy who invoiced me for the parts and labour etc as is the norm.
I feel like I am being spoken to as if i am a criminal and they are just progressing this when they can be bothered! There is no urgency and no respect for me as a customer who has just lost £60k and has been with them for 10 years!
Is this normal? I have never made a claim before so need to know if i am being unreasonable before I drive my other car through the doors of their head office....
Mod note: Please don't name and shame on PH.
Had my 997 Turbo stolen at end of Jan after keys were stolen from the house and am still waiting for a payout...
The situation so far is this -
Car stolen on 30th Jan, i sent back all docs and keys within a week then waited. 2 weeks later with a bit of chasing they tell me they have completed enquiries and spoken to police etc and will call me back the next day with an offer.
Few days pass and this doesnt happen, in the meantime my 2nd car gets stolen - 2001 BMW X5(keys were also stolen in the robbery but we had locks changed, i feel they came back for the car and decided that they would have it by any means as they had bothered to wait 2 weeks for it)
Insurance company then ROLLS BOTH CLAIMS INTO ONE and stops processing the 911 claim...
A week later the X5 is found 3 miles from house undamaged and I cancel the relevant claim, it takes them 10 days to post me the keys back but we finally get the car back.
Insurers request an appendix D form from me which is sent back next day so they can view the police report (despite the detectives involved telling me they have already told them everything they wanted to know in the first week the car went)
A loss adjuster is instructed and takes 3 weeks to contact & visit me, finally coming last week and submitting my statement there and then.
Call insurance today and they claim they do not have the statement yet because the loss adjusters have been instructed to "make additional investigations", and that they are still waiting for the police report, when pressed and reminded I sent my appendix D back 3 weeks ago they reveal they have only just sent it to the police!
Meanwhile they still keep asking for more X5 related info (reciept from BMW for the new locks which i dont have as I used an indy who invoiced me for the parts and labour etc as is the norm.
I feel like I am being spoken to as if i am a criminal and they are just progressing this when they can be bothered! There is no urgency and no respect for me as a customer who has just lost £60k and has been with them for 10 years!
Is this normal? I have never made a claim before so need to know if i am being unreasonable before I drive my other car through the doors of their head office....
Mod note: Please don't name and shame on PH.
Edited by Bill on Tuesday 22 March 03:33
Soovy said:
Sounds to me like they suspect a fraud as two expensive vehciles have gone.
You might have a problem if you can't prove the locks were changed. Why did you not to BMW or at least get an invoice? Cash job? Might end up expensive unfortunately.
Yeah thats what I thought, but obviously the 2nd car has come back and to be fair its worth £6k if im lucky so not exactly 2 supercars!You might have a problem if you can't prove the locks were changed. Why did you not to BMW or at least get an invoice? Cash job? Might end up expensive unfortunately.
Have provided an invoice from the independant garage that changed the locks and its completely legit, i am under no obligation to use BMW am I?!
Anyhow the claim on the X5 has been withdrawn which is what I dont get, if it was fraud surely i wouldnt have faked a robbery then made one of the cars turn up a week later!
king people around with claims 
Had experience of quite a big claim with Zurich private clients 6 years ago. They are all the same whether they are expensive or not, they are just trying to a) see if theres any way out of it and b) keep you waiting for as long as possible so that when they offer you £25k for a £60k car you will accept it as you will have had enough by then.... all the tricks they played with me. In my case I came down to my broker at the time and vented my anger at him, you don't have the 'middleman' to do that to. I completley understand your frustration, if you go down the FSA or FOS route that will take months also. I would advise you to imply to them that 'outside bodies' (the press) may be interested in your plight and that being as you have given them reasonable time to sort things out and they haven't then you wish to make other members of the public aware of their poor service in event of a claim. Typical insurance companies - promise the world but when it comes to it all they want to do is try to welch out of it and delay progress as much as possible - also in these companies the right hand hardly ever knows what the left is doing!!!
F458 said:
b) keep you waiting for as long as possible so that when they offer you £25k for a £60k car you will accept it as you will have had enough by then....
I get this, however they had the cheek to ask how I bought a new car to replace the X5 (RR Vogue) when I rang up to get it insured! Then sods law it the X5 was recovered the next day!At this rate I will have made enough money to replace the damn 911 aswell before they pay out...
Good thing is that the further away from January we get, the higher the prices of the 911's seem to be getting! Hopefully they will get stung for a few extra £'s as the values are already a few grand higher than i paid for it as i bought in November while everyone else was saving for xmas!
mrbon007 said:
Anyhow the claim on the X5 has been withdrawn which is what I dont get, if it was fraud surely i wouldnt have faked a robbery then made one of the cars turn up a week later!
you might back out of the 2nd fraudulent claim if you felt things weren't going your way. You have to admit your story, whilst true, might sound a bit 'out of the norm' to the loss adjustor. mrbon007 said:
Does anyone know if there are any legal guidelines as to how fast they must process claims etc?!
ICOBS 8.1.aAn Insurer must handle claims promptly and fairly.
The problem you have, is that you are sounding and behaving like a fraudster. Obsession with the process, with what they are thinking. And "keys stolen" is going to have rung alarm bells, particularly with high value car. And the 2nd car being stolen too...and it is *almost* like you know want you want them to think, that it was the "thieves" coming back. And now you are hoping they sort of forget about that because it isn't worth much. Just give me the damn money so the waiting can be over and I can sleep again at night. I had it all planned in my head and now it isn't going the way I had imagined...
Now unless you are being monumentally stupid/cocky and posting about your insurance fraud on the internet, this isn't what happened. But it does look like it might be.
Whether the delay is cockup or conspiracy, who knows. But *they* know that the chances of detecting the fraud (you know, because you are going to have to move the Pork out of your mate's Barn at some point) goes up the more frantic you get.
I´m sorry to hear about the grief you are getting. On the opposite side, I had a fire claim on my Tuscan a couple of years back with the same company. They handled it well and accepted the, shall we say, comprehensive quote from the TVR dealer without issues.
It does sound like there may be more to the delay than just dodgy admin. I´m not excusing this instance as it is dire customer service judging from your post, but when you see some of the fairy stories the ins companies have to deal with on claims you can understand why they can become cynical.
It does sound like there may be more to the delay than just dodgy admin. I´m not excusing this instance as it is dire customer service judging from your post, but when you see some of the fairy stories the ins companies have to deal with on claims you can understand why they can become cynical.
Noger said:
ICOBS 8.1.a
An Insurer must handle claims promptly and fairly.
The problem you have, is that you are sounding and behaving like a fraudster. Obsession with the process, with what they are thinking.
or sounding like a normal person?An Insurer must handle claims promptly and fairly.
The problem you have, is that you are sounding and behaving like a fraudster. Obsession with the process, with what they are thinking.
Useful insight theough Noger -what would a normal person be doing at this point, other than what the OP is doing?
saaby93 said:
Noger said:
ICOBS 8.1.a
An Insurer must handle claims promptly and fairly.
The problem you have, is that you are sounding and behaving like a fraudster. Obsession with the process, with what they are thinking.
or sounding like a normal person?An Insurer must handle claims promptly and fairly.
The problem you have, is that you are sounding and behaving like a fraudster. Obsession with the process, with what they are thinking.
Useful insight theough Noger -what would a normal person be doing at this point, other than what the OP is doing?
Normal person or not, this has tripped a load of red flags. That may account for the delay.
It is also a way (albeit long winded) of money laundering. Pay for expensive car in cash "no questions asked". Lose it. InsCo pays up with nice clean money at a decent rate per £1 dirty.
Noger said:
saaby93 said:
Noger said:
ICOBS 8.1.a
An Insurer must handle claims promptly and fairly.
The problem you have, is that you are sounding and behaving like a fraudster. Obsession with the process, with what they are thinking.
or sounding like a normal person?An Insurer must handle claims promptly and fairly.
The problem you have, is that you are sounding and behaving like a fraudster. Obsession with the process, with what they are thinking.
Useful insight theough Noger -what would a normal person be doing at this point, other than what the OP is doing?
Normal person or not, this has tripped a load of red flags. That may account for the delay.
It is also a way (albeit long winded) of money laundering. Pay for expensive car in cash "no questions asked". Lose it. InsCo pays up with nice clean money at a decent rate per £1 dirty.
1000%
Regrettably the money laundering scum have put the legitimate victim under scrutiny.
Our hero may be innocent, but it sounds to me like a classic scam.
He's either honest and unlucky, or a classic example of why regualations have tightened in recent years.
Not sure which.
Gassing Station | General Gassing | Top of Page | What's New | My Stuff