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/forum/norwich-union-questions-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.

[Guest Aviva Support]

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 [email protected]

 

Thanks

Becca

[jista]

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 protected]

[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]

...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]

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]

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]

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

Edited July 19, 2008 by jista

[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]

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

[daviet1976]

Fair enough.

 

You MUST call them ASAP and get the record set straight.

[daviet1976]

How did this turn out jista?

[jista]

Hi m8 its as i feared the loss adjusters have writen proof that the transponder in key 1 which is the used key has a 1996 transponder in it which is a fixed code, key 2 which is unused key has rolling code so they are assuming that there is a third key in operation, was used to steal the vehicle, so what they want is me to come up with an explanation why the key transponder has been changed (that i can't answer) but i was thinking the other day and i remembered that early this year i had an employee which was sacked for bad time keeping was insured to drive the transit one day he finished work and brought the vehicle back to my home address parked the van on my drive give me the key then he left to go home. The following day i left the house went to open my van with the remote and the door's would not open (as lazy as i am i went in the house to get spare key & fob then i opened the door's started the vehicle then went to work. So the used key the one that has the wrong type of transponder in it spent months in my house) so what i did when loss adjusters wanted an explanation i thought of this? so i went to police station to ask them is this possible and would they look into it and ye just the answer i wanted SRY WE CAN'T DO ANYTHING:-( so ye thats the only explanation i can come up with .

 

 

 

 

 

I no there is a lot of fraugalent claims going on but in my eyes they look at every claim now as fraugalent i have 7 years no claims bonus never made a claim always looked after my vehicles paid my premiums on time when the unexpected happens i am charged guilty i have been some where down the line been robbed of my lively hood and left with no help at all and now i have lost my buisness which was not in financial difficulty , what else can i say but apart from they have got it wrong but ye thats what happen's these days and i gota get on with it but thx 4 the replys

Edited September 11, 2008 by jista

[daviet1976]

But they would still have to prove that the claim is fraudulent, and not fortuitous.

 

I assume they have declined your claim? Have they given you a reason?

[jista]

Hi m8 ye they have declined it on the grounds that they assume there is a third key and it was used to steal the vehicle and the vehicle could not of been stolen in 30 min period u would need to see the report because some of it is a load of rubbish m8

[daviet1976]

But they would need to prove that you had something to do with it!

 

Ridiculous...

 

Have you appealed the decision?

 

Might be worth a written complaint.

[Bernie_the_Bolt]

Hi m8 ye they have declined it on the grounds that they assume there is a third key and it was used to steal the vehicle and the vehicle could not of been stolen in 30 min period u would need to see the report because some of it is a load of rubbish m8

 

Did they write this?

 

It is neither reasonable nor fair to deny a claim on the basis of an assumption.

[jista]

But they would need to prove that you had something to do with it!

 

Ridiculous...

 

Have you appealed the decision?

 

Might be worth a written complaint.

 

Thx 4 the reply

 

Yes m8 i have written to both the chief executive of equity red star about this and the chief of absolute loss adjusters then if i get no joy i will go to the financial ombudsmun and hope i can salvage something