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Updated: Sep 23rd, 2005 - 18:41:17 |
Mrs D contacted her Insurers by telephone following the theft of her vehicle by deception.
She was told on the telephone that she was "not covered" but the firm refused to put its repudiation and rejection of Mrs D's insurance claim in writing, despite Mrs D requesting the firm to do so.
Mrs D wrote to the firm and it still ignored her claim.
Mrs D came to us in exasperation.
We evoked the formal complaints process with the firm and after pointing out that Mrs D' policy did not exclude theft by deception, the claim was accepted within hours of our appointment.
The firm made an intial offer for the vehicle but without providing the supporting evidence suggested by the Financial Ombudsman Service.
We contested the initial offer for Mrs D and the firm reverted with an offer of several thousand pounds more which was accepted by Mrs D.
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