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Have you been burgled & insurance co won't pay?

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Sarahmaisiethea
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Joined: Fri Jan 24, 2014 8:46 pm
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Have you been burgled & insurance co won't pay?

Postby Sarahmaisiethea » Fri Jan 24, 2014 8:56 pm

Hello,

I live between the commons and were burgled last week. A very similar MO to lots of the posts I've been reading. They broke in through the front sash and stole valuables and items from the fridge and kitchen cupboards.

Immediately after phoning the police, I called my insurer LIVERPOOL & VICTORIA and explained what had happened. However, because we have an alarm but it was not set at night ('cos the kids get up etc) they said we are in breach of the T&Cs and refuse to pay. I've had several discussions with them but they won't budge!!

Anyone had a similar experience? My advice: under no circumstances insure with LIVERPOOL & VICTORIA!

I need to chance insurers. Can anyone recommend someone.
Georgie3
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Joined: Sun Aug 18, 2013 10:40 pm
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Re: Have you been burgled & insurance co won't pay?

Postby Georgie3 » Fri Jan 24, 2014 9:50 pm

Hi
I am so sorry to hear about your break in, and sorry to hear about Liverpool & Victoria. I also had a bad experience with them, I lost the diamond out of my engagement ring, I rang them straight away and they asked so many questions about where it was lost etc and in the end said I wasn't covered because it may have been lost outside the house and not inside!!
Avoid is my advice!
nuttymummy
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Joined: Mon Jul 16, 2012 1:07 pm
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Re: Have you been burgled & insurance co won't pay?

Postby nuttymummy » Sat Jan 25, 2014 1:58 am

I am so shocked by this! Surely the fact that you were IN the house at the time of the burglary precludes the issue?....you could have been awake and not have set the alarm yet & not heard them......or does this imply you are expected to turn on your alarm every time you go upstairs??!!! Total insanity as far as I'm concerned!! .... Previously had insurance with them... Def won't again!!
Goldhawk
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Re: Have you been burgled & insurance co won't pay?

Postby Goldhawk » Sat Jan 25, 2014 10:56 am

I would recommend making a formal complain to them and then if they still won't pay taking it to the FOS
Sarahmaisiethea
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Joined: Fri Jan 24, 2014 8:46 pm
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Re: Have you been burgled & insurance co won't pay?

Postby Sarahmaisiethea » Sat Jan 25, 2014 11:45 am

Thanks for your advise.

I will also be writing to Michael Rogers, who is the CEO of LIVERPOOL & VICTORIA.

And the FOS.


http://www.lv.com/about-us/company-info ... /our-board

You see his cheesy, smug photo (as well as the rest of the board) at this link!

LV's latest annual reports quotes operating profit of £126million, up 19% on prior year. Not surprising given how they don't pay out!
Franklens
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Joined: Fri Mar 30, 2012 4:50 pm
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Re: Have you been burgled & insurance co won't pay?

Postby Franklens » Sat Jan 25, 2014 12:22 pm

My husband is an insurance underwriter so I briefly ran it past him and he thinks that they should definitely pay out, he obviously hasn't read the finer detail in the terms and conditions though. He suggested going to the association of british insurers website and reading the "treating customer fairer" document which links to the FSA and financial Ombudsman. Definitely worth pursuing further.
Sarahmaisiethea
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Re: Have you been burgled & insurance co won't pay?

Postby Sarahmaisiethea » Sat Jan 25, 2014 1:33 pm

Thank your husband so much for his advise :)
Flipper
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Joined: Mon Jan 30, 2012 3:37 pm
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Re: Have you been burgled & insurance co won't pay?

Postby Flipper » Mon Jan 27, 2014 8:15 am

Don't write, tweet. Your complaint becomes public which companies are very nervous about. #liverpooland victoria.....
Super Dad
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Joined: Wed Dec 18, 2013 9:08 pm
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Re: Have you been burgled & insurance co won't pay?

Postby Super Dad » Mon Jan 27, 2014 8:32 am

Regarding your request for a recommendation of a good insurance company, I would recommend John Lewis Partnership. I find them so pleasant to deal with, their terms fair and their prices reasonable. However, I should say I have not been unlucky enough to have to make a claim yet.
njm123
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Joined: Sun Sep 12, 2010 4:40 pm
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Re: Have you been burgled & insurance co won't pay?

Postby njm123 » Mon Jan 27, 2014 8:56 am

Re the alarm, some insurers do specify the use of the alarm when you leave the house unoccupied or when you go to bed at night. So if you got a discount on your premium for having an alarm then you need to check the endorsements regarding it. I stopped applying for a discount for having an alarm as I did not want to risk being burgled on an occasion when I had not set it. Depending on postcode, some Insurers do specify additional security measures eg double locking the exit doors and having an alarm set. But if you haven't sought an alarm discount and they have not specified its use then I can't see how they can refuse to pay up.
Sorry to hear that you have had the trauma of a burglary and now this stress.

What items did they take from the fridge?!
alwaysbusy
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Joined: Wed May 26, 2010 11:23 am
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Re: Have you been burgled & insurance co won't pay?

Postby alwaysbusy » Mon Jan 27, 2014 8:58 am

hi there,
i work in the insurance industry too and would agree that this seems unfair (although obviously I haven't seen the ts and cs either) but this does seem to go against the FCA's treating customers fairly etc.
I would advise that you make a formal complaint with LV and if they do not resolve it to your satisfaction then escalate it to the FOS as people have already recommended.
I would recommend Hiscox (505 policy) they are not the cheapest but they are always good in the event of a claim - I lost a ring once which just slipped off my finger, could have been inside or outside, they paid up without any problem.
Good luck
Doman
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Joined: Tue Mar 26, 2013 10:02 am
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Re: Have you been burgled & insurance co won't pay?

Postby Doman » Mon Jan 27, 2014 9:35 am

So sorry to hear about the break-in. We had a similar experience last year (different insurer - Lloyds/AXA, avoid them!). They quibbled about our door locks. We then had an ADT alarm fitted and were advised by them not to declare the alarm on any insurance application. It may save you £10/20 on the premium but he said that insurers use it as a get-out clause if you claim and the alarm wasn't set. It doesn't matter why it wasn't set, or whether you're in the house or not. So that £20 saves them thousands, and costs you. Sorry to hear you've been caught out like this.
BeaG
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Re: Have you been burgled & insurance co won't pay?

Postby BeaG » Mon Jan 27, 2014 10:13 am

I second Hiscox, they seem very reasonable, you don't feel that they are trying to catch you out. My husband's bicycle was stolen from outside our home, the thieves pulled down the brick wall to unthread it from the embedded iron railing. I was expecting questions regarding the original integrity of the wall and somehow having to prove it but they came round and wrote a cheque on the spot.
BDB
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Re: Have you been burgled & insurance co won't pay?

Postby BDB » Mon Jan 27, 2014 10:41 am

I would also recommend Hiscox. With respect to your dispute definitely contact the Financial Ombudsman Service. They should be able to help and once they get involved Insurance companies generally pay !
MatSnow
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Re: Have you been burgled & insurance co won't pay?

Postby MatSnow » Mon Jan 27, 2014 11:11 am

Re Mike Rogers, with his CV I'd have pretended to have served 20 years at Parkhurst:

'Mike worked for Barclays Bank for 20 years, holding a variety of roles in business banking, wealth management and retail banking. Latterly he was managing director of Barclays UK Retail Banking.'

He can be contacted directly at:

mike.rogers@lv.com
Telephone 01202 292333