Lost watch - insurance claim refused

[JamesVRSmk3]

I lost a precious watch a couple of days ago and phoned my insurance last night after tearing the house apart trying to find it. It was just under £1,000 so I didn't have to list it on the insurance as a seperate item however I have just been told my home insurance does not cover personal possessions as I have to specify it on that part of the policy - Gutted doesn't come close. It was an 18th birthday present so worth alot more to me in sentimental value than the replacement value anyway but I still want to replace it. I have either chucked it accidentally when clearing the house out over the last few months or its been stolen by a visitor in the last 3 months - I would place my money on chucking it as I don't have friends "like that" and it would be inaccessible to visitors anyway.

 

I have checked and rechecked the wording on my policy (Hastings Direct / AXA) and it makes no notice about excluding personal possessions - Infact it specifically says under "What are contents" - Household goods, personal effects, valuables..... etc. Again on their website they list under the Personal Items Cover (which I have for an engagement ring) "Your contents insurance only covers these items while in the home, but Personal Items cover covers your possessions if you take them out of the house for example you take your camera to take photos on a day out" - so that cover isn't needed for personal possessions inside the home.

 

Both statement make me believe they are wrong - How do I escalate this? Do I have a chance?

Edited 13 July, 2016 by JamesVRSmk3

[Titanium_Man]

Take your complaint to the FCA.

[ColinD]

Give you don't know where you lost it, I'm wondering can it be claimed outside of home?

 

I know I have a quirk on my home insurance that contents in an unlocked tent are covered, in a locked car next to it not... do I leave a laptop in the tent? Heck no.

 

The statement as you've posted does read like both are covered. A watch has to be a personal effect unless then mean a mr johnson, how much more personal can you otherwise get?

 

I'd say they are rebuffing, push again and FCA anyway.

[ChrisKnottIns]

Take your complaint to the FCA.

 

You can't do that until you've complained to the company first and either 8 weeks have passed or an unsatisfactory final response has been given (whichever occurs first).

[Titanium_Man]

You can't do that until you've complained to the company first and either 8 weeks have passed or an unsatisfactory final response has been given (whichever occurs first).

My bad, I forgot to mention the obvious (to me at least )

[ChrisKnottIns]

...on their website they list under the Personal Items Cover (which I have for an engagement ring) "Your contents insurance only covers these items while in the home, but Personal Items cover covers your possessions if you take them out of the house for example you take your camera to take photos on a day out" - so that cover isn't needed for personal possessions inside the home.

 

Cover outside the home is usually referred to as All Risks. It is usually an extra level of cover that you select. The bit quoted above suggests that All Risks cover applies to specified items (your comment re. the engagement ring for example) but not to general contents. The difficulty you have is that the insurer has grounds assume that you did lose it outside the home if it can't be found inside the home and they seem to be saying you don't have cover for that.

 

They need to be very clear about whether their Personal Items Cover equates to Specified Items Cover or what indeed their definition of Personal Items Cover is. They also needed to make it clear what the significant limits or exclusions under the policy were at inception. Did they do that?

 

I think you need to contact them soon and ask the question, letting them know that you're dissatisfied with their response and the service you're receiving. Then the 8 weeks starts ticking.

 

Hope this helps.

 

best,

Nick

[David 8]

Does the old "Temporary removal clause" still apply. Might be worth looking into.

[JamesVRSmk3]

They need to be very clear about whether their Personal Items Cover equates to Specified Items Cover or what indeed their definition of Personal Items Cover is. They also needed to make it clear what the significant limits or exclusions under the policy were at inception. Did they do that?

 

I think you need to contact them soon and ask the question, letting them know that you're dissatisfied with their response and the service you're receiving. Then the 8 weeks starts ticking.

 

Hope this helps.

 

best,

Nick

 

 

Thanks Nick - Their website seems very clear as to what it equates to and so does the policy document / schedule but what they have said on the phone has gone completely against it. I have just this second finished a complaint letter using a template I found on the Money Advice Service website and attached details of their phone call (which was hopefully recorded), the policy schedule and policy document. They said they would confirm they aren't going to entertain the claim in writing in the next day or so but I guess there is no point waiting for this.

[JamesVRSmk3]

Getting rediculous now.....

 

To summarise very quickly: Opened up every bag of stuff for sale in the garage that I had cleared from the house just to make sure I hadn't chucked it (This took 2 days!) and no joy. A day later they received my complaint and phoned back to say they 'misunderstood' my claim and I now needed to speak to the police to obtain a reference number and then supply it to the insurance. Phoned 101 and got the reference number which I gave to the insurance. Monday morning I received another call from the insurance saying they have accepted the claim and need to arrange for someone to take a statement on the phone the following day (yesterday).

 

The phone call yesterday - 20 minutes statement covering everything from types of locks on my doors to what I now need to supply them with.....

 

• Watch box...Tick.
• Receipt...It was an 18th Birthday present so 11 years old but I confirmed I had the warranty card stamped by the shop which was dated and had a reference of theirs on it so they have asked for this which isn't a problem.
• Signed statement...Tick
• A signed form to request a copy of the police reference...Tick.
• Receipts from getting the battery changed...I have never EVER got a receipt from getting a battery changed so cannot supply this. This isn't a Rolex that has some special tool for opening or special battery so never taken it to a specialist.
• Photos wearing the watch on more than one occasion...I have been through my photo albums (facebook) and I can't find any photos showing my wrists never mind my watch. Selfies mean the wrist isn't in the photo  or if I am wearing a suit then my sleeves cover the wrist. I even tried finding photos of me wearing my current daily watch which I have had for over a year now and there aren't any! I am digging through older paper albums this evening at parents in the hope that there must be at least one photo in existance of me wearing the thing since I have had it for so long. The only problem is it was only taken out on rare special occasions.

 

and wait for it........

 

They have asked for the names and phone numbers of every friend, family member and BT engineer who have been in my house over the last few months to contact about the watch!

 

There is not even the slimmest chance of me supplying this list. Can you imagine a friend getting a call out of the blue from my insurance company "Did you steal a watch?". Then me getting a call from them saying I have accused them of stealing it! When I questioned her she said "Well we need to get to the bottom of where it is".

 

Surely this is not normal practice. I can only imagine this is some sort of tactic to stop me pursuing the claim or slow it down at least.

 

After calming down I then went around the house photographing every bit of property of value with a copy of yesterdays newspaper infront of it just incase!

Edited 27 July, 2016 by JamesVRSmk3

[Aspman]

Potentially you've be in breach of the Data Protection Act by disclosing that information about persons without their consent. Admittedly I'm not quite sure how that would apply against you as an individual. However I'd be ****ed if you were handing my contact details over without consent and I suspect it's inappropriate for them to ask.

 

It implies malicious actions by those individuals which would be for the police to investigate not the insurance company.

 

Tell 'em you're reporting them to the ICO as well.

[JamesVRSmk3]

Personal data processed by an individual only for the purposes of that individual’s personal, family or household affairs (including recreational purposes) are exempt from the data protection principles and the provisions of Parts II and III.

 

 

 

Not sure if an insurance claim would count as a household affair. If not then I am legally not allowed to give it. I'll go with the "not thinking it is appropriate" line first of all and see what comes of it.

 

I'm 99% sure it is a tactic to put me off pursuing this claim as she repeatedly told me I can stop the claim at any time by not replying to them in the next 14 days and they will reinstate my no claims.

[simonsheil]

I think you are being a bit harsh on the insurance company.

They have essentially asked for proof of item & value (receipt), proof of ongoing ownership (battery receipts & photos) and then a method of loss which us difficult for them as you are telling them it was stolen from your home with no break-in.

All in my view perfectly reasonable questions for preventing insurance fraud.

[JamesVRSmk3]

I don't dispute the proof of item is reasonable, or the proof of ongoing ownership. It's the planning to question all my friends and family I do not agree with.

Edited 27 July, 2016 by JamesVRSmk3

[ChrisKnottIns]

Seems excessive and, as you say, isn't going to retain you many friends.

 

N

[gadgetman]

Why I never go for the cheapest comparison site quote.  Typically personal effects are excluded unless taken during theft on many of these 'cheapest' policies.

 

Phone protection insurance is like this.  Unless you're mugged & beaten half to death, they won't pay out for theft or loss!  Plenty on MSE forums about one popular company

[Outofthi5world]

I can understand them wanting all that proof of ownership (within reason) but surely "Getting to the bottom of where it is" is down to the police is it not?