bluerob wrote:Sadly, there are some assessors (the people who work on behalf of the insurer to work out your claim) who do make life hard for some, but, generally, I've found them decent, providing you aren't trying it on.
I've had 2 experiences with the same company after moving to Victoria and changing insurers.
One for car insurance after a prang, one for contents insurance after a burglary.
Car insurance claim - No drama at all.
Told them what happened, only had to tell them once, assessor was at the repairers 2 days later or something and gave the go ahead and I had the car back after 2 weeks I think? Or 3. Anyway, not a big deal.
Home contents claim - f***ing nightmare!
As it happened my claim was actually approved very quickly, before I had the chance to pick up the replacement things though another woman rang and asked if I had picked them up... After telling her I had not she told me she was putting the claim on hold for further investigate. I can only guess that if I had already that would have been the end of it.
Long story short. It was clear to me that this woman (for reasons of her own concoction, as there sure wasn't any evidence to the contrary) decided for herself that I was lying about nearly everything that was taken.
During I'd provided photos of much of the stuff, receipts, 4 stat decs from witnesses.... The whole 9 yards. A sticking point was I didn't have photos of some of my camera gear, however I had previously called about a year earlier to try and specify these items and get them listed on the policy. At the time I called the operator swore black and blue it didn't need to be done and all but flat out refused to add the items for me.
From previous records I was able to tell her the date and time of this call but sure enough, the recording "couldn't be found"
But... They could find a call from
5 years ago with my out of state insurer over 1 item which backed them. Sounds legit right?
It took a week to get it approved the first time, about 7 weeks after she got involved and things were put on hold. Couldn't provide any reason for the delay, they were just "checking things". Literally "things" couldn't tell me who or what.
She never called back after a date/time for return call was specified, no answers or progress when I called, I wrote a formal 2 page complaint towards the end of the process and when the manager called back she obviously hadn't even read it.
I tried to be nice through the whole process but eventually had enough and started the process with the insurance ombudsman. Sure enough, claim approved a day or so later
After the ombudsman was involved and had the same formal complaint which listed all the details and correspondence they magically found the call where I told the woman about the items which she refused to add to my notes.
I have absolutely no doubt they were just stalling to try and get me to go away. I learned a massive amount during the process of researching for the complaint and speaking with the ombudsman and an insurance law service.
In retrospect I should have gone hard out of the gate after the 10th business day. Instead trying to be nice cost me 2 months of stress.
Never again, I'll tell you. If I'm unfortunate enough to have to make a claim again in the future, at the first sign of getting f***ed around it's game on.