Hi gyzmo, No, i didn't mention in the letter that it was a complaint. I thought I would get the documents first, look through them properly and then make a complaint. The name of insurers is Zenith - anyone else had any dealings with them?

Hi everyone, Just to follow up on this and to get some more advice... After helpful advice from replies to my post I sent a Subject Access Request to the insurance company in June. We have still not received any documentation from them despite chasing them various times. I spoke to someone at the insurance company last week and was told that the reason they had refused to pay out was that the police had told them that it was a robbery and not a theft. Does anybody know about the law surrounding this? Surely stealing is stealing and althoguh I'm no expert I don't think it was a robbery because there was no form of violence used. boo_kitty10 - I agree with you. Lately it feels like victims of crime are treated as criminals themselves! have you had any luck? thanks

Thanks for your input everyone - it is really helpful. I will be writing to the insurance company using the info.

Hi, I am hoping that someone can advise me. My brother bought a car through a lease-purchase company. This was an BMW X5 worth I think around £20,000 – 25,000. His car was stolen from the driveway while his wife was present. His wife immediately reported this to the police and they duly made a claim from the insurance company. The car has still not been located. However, problems arose because the insurance company decided not to pay out. The reason given to my brother was that his wife had allegedly said something different in her actual statement compared to what she had said to the police when she first telephoned to report the car stolen. The insurance company informed my brother that they could not disclose exactly what it was that was different and left it at that. They threatened that if my brother or his wife pursued the claim they would take him to court for fraud. My brother is still paying the monthly installment to the leasing company and also the insurance. We feel it is unfair that the insurance company has not paid out and will not disclose the reason as mentioned above. We would like to know whether we can lawfully obtain this information that the insurance company is withholding? Any advice on how my brother can get the insurance company to pay out would be appreciated. Thanks