I bought my current Home Contents Insurance a few months ago from Intelligent Insurance and paid annually, upfront.
Last month I lost my laptop and iPad after leaving one of my bags behind in a store. I returned to the store and periodically checked to see whether the items had been handed in. I also called the police to report the loss. The following morning I contacted my insurance company to make a claim. I was asked to explain what had happened and to email over receipts proving ownership of the lost items as well as photos of the boxes the items had come in. I did all this straight away.
Then I heard nothing at all for 8 days. Finally I was told a Loss Adjustor from Davies Group would be ringing me to "interview" me. The phone interview with the Loss Adjustor lasted for around one hour. The Loss Adjustor requested an increasingly over the top array of documents. He accepted he'd already received ample evidence proving I owned the two lost items. He now asked for receipts and bank statements to document which grocery shops I'd visited to buy groceries in PRIOR to losing my items. Bus and train tickets proving I was in the area. Further receipts proving I was in the shop where I lost my laptop. And various other documents. I sent everything he had requested and answered all of his increasingly bizarre questions.
A further three or so days later, the Loss Adjustor emailed me to say he'd sent his report over to the underwriters and they'd sort out settlement of the claim.
That was over a week ago. I've now been told, today, all of the following by Davies Group:
"We've not received instructions back yet from your underwriter"
"Actually we have received instruction from your underwriter but we can't tell you what it says."
"We may need to pursue further lines of enquiry."
"We may require further communication."
"It could take up to 40 or 50 days to give you an answer."
"We can't tell you yet whether we will accept your claim."
"We've no idea when we will have an update."
"The person dealing with your claim is in a meeting."
"The person dealing with your claim isn't in the office this week."
WHAT ON EARTH?