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holiday insurance not paying up


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My daughter had her handbag snatched from her hand while in Turkey last month. She called me very early next morning shaken and told me what happened. i in turn called her insurance company and asked the procedure, they told me she must go to the police i called her back and told her to do this also to ask the rep for help. About an hour later she called back she had been waiting for the rep to turn up, in the meantime she had reported it to reception, they just shrugged their shoulders and barked see your rep we cant help, she asked about police and they said no your rep must deal with it. The rep turned up and said she would make a note of problem but it was no good her going to police. my daughter called me back and told me what rep had said. i then called insurance company saying that she was not getting any help at all from rep , they said this sometimes happens but get the rep to write down incident which she did and added her name and mobile number. ans said this was enough.

 

my daughter had camera ,ipod,rpurse ,make up and girls bits and bobs in bag, plus 50 euro. I called back insurance company and said she was any help and to make a note that i had called relaying this info to them. they said we will get a claim form sent to you so as it is with you by the time she returned for quickness.

 

filled forms out sent every thing they asked for.

 

GOT REPLY TODAY SAYING

 

The excess was £50.00 so they said she ciould not claim the money. fair enough i understand that. THE NEXT PARAGRAPH said we can not help you with the stolen bag and items as you did not go to the police.

 

How do i reply any help.

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I'm afraid she's not going to get anywhere. The insurance policy T&Cs all state that a police report must be obtained.

 

She can complain to the tour op about the bad info she was given by rep, and she should also complain to the assistance company.

 

The insurance company and the assistance company are 2 different companies, an assist co will have contracts with many varied tour ops and ins cos. So, the problem happens when the assistco says one thing and the insco stick to their policy, which is understandable.

 

In this instance, I'd guess that your daughter spoke to someone at the assist co who gave her the wrong advice, then generated a claim form to get to your daughters, but the ins co of course won't pay without a police report. If your daughter asks for all the data held on her at the assistco, there should be a file and notes of all convos that took place relating to the case, and that should hopefully help trace the person who gave her wrong info. Certainly, a strong complaint directly to the assist co might get her further than complaining to the ins co who are in this instance only following their rules. (Think of your house insurance in the UK, they wouldn't pay either if you didn't report a burglary to the police, right?)

 

Always, always, ALWAYS read your policy, never rely on the rep, there are hundreds of policies out there, some of them have terms which very by only a couple of sentences that make all the difference, and ultimately, it is the responsibility of the passenger to make sure they have the right cover and follow their insurance instructions. In this case, it may be that your daughter was misdirected but she's going to have an uphill struggle convincing anyone. :-(

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Hi and thank, have just looked at her policy and it was her insurance company that i called for advise. i got the insurance from money supermarket web site is this the other company you meanshe should contact. i will call elect on tuesday, and as they have recorded telephone calls and i have the name of the person i spoke to who advised me to tell my daughter to get what ever she could ie letter from rep. so they sholud be able to find our call with any luck. ps how do i find out who the assistant company are?

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Phone the "in case of emergency" number given on her policy/contact card, they will answer it under the name of the insurance company to whom they're contracted. Just ask the person at the end of the phone, telling them you want to write to THEM, the assistance company, not the insurers (you can always say you want to write in to say thanks, lol).

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