stolen car claim on hold;key transponders do not match

[moomin30]

Hi

Can anyone help??
I had my 04 plate car stolen off my drive dec 07. Norwich union have placed the claim on hold (been 5 weeks).

They say the keys do not match, something to do with transponders. they reckon one set of keys is not for my car!! it certainly is!
I have used both sets of keys on my car with no problems.
I'm not sure how to handle this as i've never been in this situation before.

many thanks
moomin30

[Michael Browne]

Can't answer your question, but I suggest you post a new thread in the NU forum:

http://www.consumeractiongroup.co.uk...stions-issues/

Beccus works for Norwich Union and should be able to help. Don't expect an immediate answer, since she doesn't always log on every day

[moomin30]

thanks for your reply. will post there.

[MARTIN3030]

Thread moved here for you.

[beccus]

Hi Moomin30
As Michael Browne says I work for NU, I can look at what is happening but will need a few extra details, can you email me with your policy number? My address is rebecca.sibley@norwich-union.co.uk

Thanks
Becca

[jista]

Originally Posted by moomin30

Hi

Can anyone help??
I had my 04 plate car stolen off my drive dec 07. Norwich union have placed the claim on hold (been 5 weeks).

They say the keys do not match, something to do with transponders. they reckon one set of keys is not for my car!! it certainly is!
I have used both sets of keys on my car with no problems.
I'm not sure how to handle this as i've never been in this situation before.

many thanks
moomin30

Hi m8 i hope you have gettin sorted out because i have had the same thing happen 2 me could u let me no how things went on ty m8 email=jimbuzz11@yahoo.co. uk

[daviet1976]

I'm ex NUI motor. 10 years of it.

Sounds like you have an inexperienced claim handler dealing with your claim.

Let's look at it from their point of view.

Your car disappears from your drive. Handlers need to look at the possibility of policyholders commiting the theft themselves.

I'm assuming the fobs do not look the same or have some differing feature?

If this is the case, the handler might be thinking that the original keys were used to steal the car and you've replaced the keys with a different set.

Get onto the them and ask them to contact the dealership (ANY dealership) for your car. Better still, get the dealer to contact your handler and explain that the fobs will be different.

There's NO way an adviser will be able to determine the fobs are for different cars just by looking.

[jista]

Hi thanks for the reply the fobs and keys are the correct one's but what they are saying is that the transponders in the keys don't match each other so one of the keys wont open or start my van and also they said ford checked them and said so to but both keys work on my van but it has not be recovered yet so them saying that this means my biz will go down the shoot i just have not got the financial backing to replace the machinery that was in the van and thats what makes me my living.

[daviet1976]

...interesting

This would suggest that the transponders have been sent to Ford for their evaluation.

It may be worth a call to NUI. Ask them to tell you who they sent the transponders to. Then call them to explain FULLY how they can tell they differ. You can, of course, call any commercial Ford dealership and get them to explain how they differ.

Sounds like it could be an admin/human error, if what you are saying is true.

[jista]

Originally Posted by daviet1976

...interesting

This would suggest that the transponders have been sent to Ford for their evaluation.

It may be worth a call to NUI. Ask them to tell you who they sent the transponders to. Then call them to explain FULLY how they can tell they differ. You can, of course, call any commercial Ford dealership and get them to explain how they differ.

Sounds like it could be an admin/human error, if what you are saying is true.

Ye thx i will do that and yes its true i went also to buy a new van costing an arm and a leg just so i could keep me going waiting for the insurance to coff up so i could replace my machine but what i cant understand is (if if that is i did do an insurance job on me van why hand in both sets of keys the correct one's to i might be silly sometimes but i not stupid if you no what i mean) ohh ye and to put myself out of buisness and lose my home i just cant understand it

[jista]

Originally Posted by daviet1976

I'm ex NUI motor. 10 years of it.

Sounds like you have an inexperienced claim handler dealing with your claim.

Let's look at it from their point of view.

Your car disappears from your drive. Handlers need to look at the possibility of policyholders commiting the theft themselves.

I'm assuming the fobs do not look the same or have some differing feature?

If this is the case, the handler might be thinking that the original keys were used to steal the car and you've replaced the keys with a different set.

Get onto the them and ask them to contact the dealership (ANY dealership) for your car. Better still, get the dealer to contact your handler and explain that the fobs will be different.

There's NO way an adviser will be able to determine the fobs are for different cars just by looking.

Ohh ye sry forgot to mention it was stolen from my place of work

[daviet1976]

Are there any CCTV cameras at work?

[jista]

Originally Posted by daviet1976

Are there any CCTV cameras at work?

Yes it is advertised that there it is but its a dummy sign

[daviet1976]

So no way the theft was captured on camera......

What have they said their next step is? They need to make a decision one way or another.

What are they going to investigate now?

[jista]

Originally Posted by daviet1976

So no way the theft was captured on camera......

What have they said their next step is? They need to make a decision one way or another.

What are they going to investigate now?

Hi there was no video footage the police has stopped there investigations so phoned equity red star yesterday they said they had the report in front of them and they were going to put it to the underwriters because there was a problem with the report which (absolute stated the loss adjusters) and he explained the problem to me and said the vehicle was left unlocked and the keys were left in it also but that was not the case the vehicle was locked, so they said i will get a decision early next week i have already been in touch with the financial ombudsman and a solicitor and he said it sounds like a farce HOW CAN THEY PROVE THAT ONE OF THE KEYS DOES NOT START MY VAN THEY CANT THE VAN HAS NOT BEEN RECOVERED

[daviet1976]

That's exactly my point.

You need to call the adjuster and get them to explain why they have told the insurer the vehicle was unlocked with the keys in the ignition. From what you have said, this is not correct.

You need to get this sorted first thing tomorrow as the Insurer will be acting on this information.

As an aside, there is no need for this to go to underwriters as this is a claims decision.

Does the claim fit the criteria or not? Simple question really.

Don't really understand why underwriters would need to be involved.

Unless you've changed your story somewhere.....

[jista]

Originally Posted by daviet1976

That's exactly my point.

You need to call the adjuster and get them to explain why they have told the insurer the vehicle was unlocked with the keys in the ignition. From what you have said, this is not correct.

You need to get this sorted first thing tomorrow as the Insurer will be acting on this information.

As an aside, there is no need for this to go to underwriters as this is a claims decision.

Does the claim fit the criteria or not? Simple question really.

Don't really understand why underwriters would need to be involved.

Unless you've changed your story somewhere.....

Hi no never changed my story there is nothing to change you see the thing is this has never happened to me before so i don't no how it works i pay my insurance so i expect to leave it to the experts i did not expect any of this