Not giving in to the Insurance Company

[djt100]

The insurance company are giving me the run around on my claim so after talking to the Financial Ombudsman I've decided to make an Official Complaint. So I've drafted the email below, I would love comments on this (especially if you work for an insurance co).

Dear sir/madam,


With reference to the Claim Number above on my insurance policy. I would like to make a Formal Complaint in relation to the way this claim has been handled and the Valuation Placed upon my Vehicle.
Insurance cover, under circumstances where the vehicle is declared a write off as it is beyond economical repair should cover me for the Market Value of the Vehicle. The Financial Ombudsman Website defines this as and I quote

"The market value is the likely cost to the customer of buying a car as near as possibly identical to the one that has been stolen or damaged beyond economic repair"

I am making this complaint for the following Reasons

1, the offers you have made for my car have not been sufficient to fill these criteria.
2, information provided by members of staff has been contradictory and unclear.
3, having to chase up this issue in my own time is causing me unnecessary stress
4, I feel that you are using delaying tactics in the hope that I accept the base value offered.
5, you have failed to consult price guides available to the public and compared like for like. (The Autotrader link you provided clearly showed this to be the case)
6, all information required for you to make an accurate valuation of the vehicle has been provided to you, as such simple interest at 8 percent per year (the same rate as that used by many courts), from the date of the incident to the date when the claim is settled will be charged for late payment. As a gesture of good will I will wave this if the claim is settled satisfactory before 01/12/2010.


Regards

[marshalla]

Might help if you included the figure that you believe is reasonable and gave some evidence to back it up - otherwise your 8% interest is pretty meaningless.

[djt100]

marshalla said:

Might help if you included the figure that you believe is reasonable and gave some evidence to back it up - otherwise your 8% interest is pretty meaningless.

Already been provided to them they just need to refer to the existing corres they've had with me. so shoudl not be needed on this mail, but will update the line to say " as previously provided"

Thanks

[Petrolhead_Rich]

Sending them an e-mail eh

[STW2010]

I would change 'stress' to inconvenience. I think using the word 'stress' is too emotional, and also implies that it is causing damage to your health- I don't doubt that it is highly annoying and that you are angry about it, but words like that should be kept out of a letter of complaint

[STW2010]

djt100 said:

marshalla said:

Might help if you included the figure that you believe is reasonable and gave some evidence to back it up - otherwise your 8% interest is pretty meaningless.

Already been provided to them they just need to refer to the existing corres they've had with me. so shoudl not be needed on this mail, but will update the line to say " as previously provided"

Thanks

You could enclose copies of all previous correspondence, and then refer to the "enclosed letter dated xx/xx/xxxx" within this letter.

[djt100]

STW2010 said:

I would change 'stress' to inconvenience. I think using the word 'stress' is too emotional, and also implies that it is causing damage to your health- I don't doubt that it is highly annoying and that you are angry about it, but words like that should be kept out of a letter of complaint

Fair point, changed, thanks

[digger_R]

it's 'waive' (you tard)


HTH

Edited by digger_R on Thursday 25th November 16:22

[djt100]

digger_R said:

it's 'waive' (you tard)


HTH

Edited by digger_R on Thursday 25th November 16:22

D-oh!! never said i could shpeeeel

[marshalla]

What's the starting date for the interest charge ?

[djt100]

marshalla said:

What's the starting date for the interest charge ?

It's negligible ammount but hopefully it will get someones attention, from the 12th Nov.
I've checked this and I can rightfully claim from the date they were informed.

[snakeswitht1ts]

What car and how much money are you after?

[Ocean]

You may want to put in a part about indemnity.

One of the main principals of insurance is to put you back in the same financial position after a loss, as you were in before it.

This underpins the whole arguement about market values as how can indemnity be satisfied unless 'true' market value is settled?

Previous posters are correct, if you haven't already done so, send some examples of the same car year model etc and the current prices. Can you get a dealer to write you a letter giving you their opinion on value? Just a thought.

Ocean

[Soovy]

djt100 said:

The insurance company are giving me the run around on my claim so after talking to the Financial Ombudsman I've decided to make an Official Complaint. So I've drafted the email below, I would love comments on this (especially if you work for an insurance co).

Dear sir/madam,


With reference to the Claim Number above on my insurance policy. I would like to make a Formal Complaint in relation to the way this claim has been handled and the Valuation Placed upon my Vehicle.
Insurance cover, under circumstances where the vehicle is declared a write off as it is beyond economical repair should cover me for the Market Value of the Vehicle. The Financial Ombudsman Website defines this as and I quote

"The market value is the likely cost to the customer of buying a car as near as possibly identical to the one that has been stolen or damaged beyond economic repair"

I am making this complaint for the following Reasons

1, the offers you have made for my car have not been sufficient to fill these criteria.
2, information provided by members of staff has been contradictory and unclear.
3, having to chase up this issue in my own time is causing me unnecessary stress
4, I feel that you are using delaying tactics in the hope that I accept the base value offered.
5, you have failed to consult price guides available to the public and compared like for like. (The Autotrader link you provided clearly showed this to be the case)
6, all information required for you to make an accurate valuation of the vehicle has been provided to you, as such simple interest at 8 percent per year (the same rate as that used by many courts), from the date of the incident to the date when the claim is settled will be charged for late payment. As a gesture of good will I will wave this if the claim is settled satisfactory before 01/12/2010.


Regards

It's "waive" not "wave"

Hope that helps.

[djt100]

snakeswitht1ts said:

What car and how much money are you after?

1998 Toyota Celica ST, Not asking Fortunes for it, but thay have talk me a load of Balls about not adjusting for miles/ Condition/History as the car is over 10 years old, told me they will only value on Glass's guide price ( average miles 12k pa 144k, mine has 60 FSH,etc and well above "average condition"
http://www.pistonheads.com/gassing/topic.asp?h=18&...

Ocean said:

You may want to put in a part about indemnity.

One of the main principals of insurance is to put you back in the same financial position after a loss, as you were in before it.

This underpins the whole arguement about market values as how can indemnity be satisfied unless 'true' market value is settled?

Previous posters are correct, if you haven't already done so, send some examples of the same car year model etc and the current prices. Can you get a dealer to write you a letter giving you their opinion on value? Just a thought.

Ocean

Ocean, Can you give any more info on this, not sure what I should be writing, any more you can give greatly recieved, Thanks

[Magic919]

I think it'll make them chuckle. Would be much better to get a letter drafted by someone with some experience in the field. Make it more concise and less emotive. Give all the concrete facts and enclose the documents/ads that back it up. Give the guy at the other end 100% of what's needed to assess it. Skip the attempt at claiming interest too. My 2p.

[djt100]

Magic919 said:

I think it'll make them chuckle. Would be much better to get a letter drafted by someone with some experience in the field. Make it more concise and less emotive. Give all the concrete facts and enclose the documents/ads that back it up. Give the guy at the other end 100% of what's needed to assess it. Skip the attempt at claiming interest too. My 2p.

Magic, You know anyone? for free of course, or you volunteering

Any suggestions to make it less personnal and more professional welcome

Thanks

[Ocean]

Have a go at this for the basics.

http://en.wikipedia.org/wiki/Insurance

Do some searching for principle of indemnity. I'm sorry but I am dashing off now otherwise I'd dig something out for you.

Drop me a PM if you don't get anywhere.

Ocean

[Paul Drawmer]

For an official complaint, post it and get it signed for.

As others have said, you need to make it clear what you seeking as a settlement. I’m sure you have been through it before with them in different ways, but if you put it all down in one letter, it will help them help you.



Regarding your points:
1. Be specific – state the offers made and when, and what you expect to get a fair settlement – quoting your evidence for the expected figure. The offers made have not been sufficient to replace the vehicle with one of similar age and condition, such that you are in a no worse position than you were immediately prior to the loss.
2. Detail when and how you were given contradictory information
3. State how much time have you spent doing what? (that you shouldn’t have had to do) If it isn’t much – don’t mention it.
4. Demonstrate the delaying tactics employed with specific examples.
5. Detail how they used an incorrect comparison.
6. Don’t send this bit. Let them have an opportunity to sort out your complaint first.

In general, stick to facts and keep the feelings out of it.

[rallycross]

How much are you hoping for?
It's really not worth very much.