The astonishing lengths insurers will go to avoid paying on a claim – how to fight back
When Gary was told his insurance wasn’t paying out, he fought back – this is what they tried on and how he dealt with their tactics
If you’re a victim of theft while on holiday at least the insurance will cover you.
This is what Gary thought when thieves ransacked his hotel room.
But thanks to his insurers trying to weasel out of responsibility his nightmare was far from over.
Gary and his wife, from Cornwall, had flown to Spain for a sunshine break in Marbella.
But on day three they returned to their hotel room to find it ripped apart. Their possessions were strewn all over the room but matters became even worse.
The raiders had stolen the safe, containing their passports, money and Gary’s laptop, by tearing it out of the wardrobe.
At least you’re covered, right?
Their holiday was ruined but at least Gary was covered by his insurance policy – or was he?
He phoned the insurers immediately and they explained how to claim and guided him about the stolen passports.
But Gary hit the first obstacle when they claimed he had not stored the valuables in an “adequately” secure safe or safety deposit box, as stated in their terms.
When Gary questioned this he was told that as thieves ripped the safe out it wasn’t secure enough.
But he rightly pointed out the terms did not mention the word “adequately” and simply said valuables should be placed in a safe. They agreed and all looked well until three days later when he received a letter from the insurers.
A new problem
They had decided his laptop was no covered and again quoted the terms and conditions.
Gary checked them and once again went back to argue his case.
He pointed out that “computers” were not covered for “breakage or damage” not for being stolen. Remarkably, the insurer agreed with Gary again.
But this didn’t stop them trying to avoid paying up. They phoned claiming they would not cover the laptop unless Gary could produce a receipt or some other proof of purchase.
Gary did not have this but argued that at no time did they highlight this key fact to him when he took out the policy. He is now going to file a complaint with the Financial Ombudsman Service.
Gary’s story highlights the lengths insurers will go to avoid paying on a claim and the importance of reading all terms and conditions.
News source: Dean Dunham