Treated like a criminal by Saga - ** RESOLVED **

[shedder101]

I just have to inform you of the way I have been dealt with by Saga Home Insurance.

 

I had an accident at home, I tripped and fell on my laptop as I was going outside, as I am not the smallest of people not only did I look and feel too well the laptop was toast.

 

It had a lot of damage but as I have accidental damage on my home insurance and have had for the last 15 years, I have only ever made one claim for a carpet the kids spilt paint on some seven years ago I rang Saga to see if I was covered.

They arranged to have it collected by a company CIIS, in two days’ time. I asked if I could keep my hard drive as it had files on it I needed she said that’s fine.

 

I expected a little delay as the bank holiday weekend was upon us and called Saga a week after it was collected. They informed me that the report from CIIS had arrived that day and a claims adjuster would call me. That day they called and arranged a telephone interview for a few days later.

 

On that call I was asked several questions like the ones you have when you fill in the application form, then the questions started, have you had insurance before, who was it with, who was it the year before that, when did you buy it, how much was it have you got the receipt and more questions not relevant to the claim.

 

I told her I paid cash for the computer some 7 years ago and didn’t have the receipt, she said they would need a bank statement to show the money withdraw I explained I didn’t have this and have moved banks since and didn’t think I had withdrawn cash from the bank to buy it. She demanded pictures of where the accident happened as well as the hard drive to show proof of ownership. I have the owner’s manual and original recovery disc, power supply but refused to give up my hard drive. Having been a victim of identity fraud as well as a computer security consultant I know how much data can be recovered from people’s hard drives.

 

I have never been questioned in such away, I was made to feel like I was a criminal. I sent her the photographs of where I fell as well as the picture of the cuts and bruising I suffered, thanks to my wife who said to take pictures of my leg just in case.

She informed me of receipt of the information and informed me they would investigate and wait for the final report from CIIS, who had sent a report a week ago so I don’t know what that is about.

 

I rang today to be told they are still investigating and they didn’t know when a decision would be made. They are quick enough taking the premium but want you all to know, a cheap quote even off a supposed good company isn’t always the best.

[unclebulgaria67]

Unfortunately this is pretty standard treatment by many companies. Laptops and mobiles are subject to a lot of fraudulent claims, as some people use their Insurance as a way of getting a replacement, when an item has come to the end of it useful life. The laptop being 7 years old would have rang loud alarm bells at the Insurers.

 

As you have provided Insurers with details of your accident, with pictures of injuries, they should deal with it and arrange for a replacement to be provided. Of course you will have an excess to pay, before they do this.

 

If the Insurers mess you around, ask for a final response and get on the phone to the FOS to make a complaint.

[shedder101]

i can understand with the age mater, yes i would ring bells and it was £800 at the time.i wanted a good laptop that would do a lot of work and it is still available now

 

http://www.play.com/PC/PCs/4-/3326899/0/Toshiba-Satellite-Pro-A120-187-Core-2-Duo-T7600-2-33-GHz-2GB-120GB-15-4-inch-DVD-SM-Vista-Business-Laptop-Notebook/ListingDetails.html?_$ja=tsid%3a11518%7ccat%3a3326899%7cprd%3a3326899

 

the only differences is this has a T7600 chip mine was the earlier T5600

 

this computer was as fast as any out now has been the most reliable i have used it for business every day for 6 years, i did tell them on the phone please fix it i want it back i dought a replacement would be as good

[Ganymede]

I just have to inform you of the way I have been dealt with by Saga Home Insurance.

 

I had an accident at home, I tripped and fell on my laptop as I was going outside, as I am not the smallest of people not only did I look and feel too well the laptop was toast.

 

It had a lot of damage but as I have accidental damage on my home insurance and have had for the last 15 years, I have only ever made one claim for a carpet the kids spilt paint on some seven years ago I rang Saga to see if I was covered.

They arranged to have it collected by a company CIIS, in two days’ time. I asked if I could keep my hard drive as it had files on it I needed she said that’s fine.

 

I expected a little delay as the bank holiday weekend was upon us and called Saga a week after it was collected. They informed me that the report from CIIS had arrived that day and a claims adjuster would call me. That day they called and arranged a telephone interview for a few days later.

 

On that call I was asked several questions like the ones you have when you fill in the application form, then the questions started, have you had insurance before, who was it with, who was it the year before that, when did you buy it, how much was it have you got the receipt and more questions not relevant to the claim.

 

I told her I paid cash for the computer some 7 years ago and didn’t have the receipt, she said they would need a bank statement to show the money withdraw I explained I didn’t have this and have moved banks since and didn’t think I had withdrawn cash from the bank to buy it. She demanded pictures of where the accident happened as well as the hard drive to show proof of ownership. I have the owner’s manual and original recovery disc, power supply but refused to give up my hard drive. Having been a victim of identity fraud as well as a computer security consultant I know how much data can be recovered from people’s hard drives.

 

I have never been questioned in such away, I was made to feel like I was a criminal. I sent her the photographs of where I fell as well as the picture of the cuts and bruising I suffered, thanks to my wife who said to take pictures of my leg just in case.

She informed me of receipt of the information and informed me they would investigate and wait for the final report from CIIS, who had sent a report a week ago so I don’t know what that is about.

 

I rang today to be told they are still investigating and they didn’t know when a decision would be made. They are quick enough taking the premium but want you all to know, a cheap quote even off a supposed good company isn’t always the best.

 

 

 

You felt like a criminal because you were asked to prove your loss?

[shedder101]

it wasn't that i had to prove ownership that was expected, i have photos of me with the laptop, its the other questions not relevant to the claim i found disturbing.

 

they asked if i had made any claims in the last 5 years i said no it was about 8 years ago, to be snapped back, just answer the question then some 10 min later to be asked what the 8 year old claim was for and who was the insurance co, to be honest i couldn't remember, then questions about my driving record.

 

it was an interrogation i wouldn't wish on anybody

[shedder101]

still waiting a week later for Saga to call back with a decision.

 

I was told a week ago, they didnt give a time for when they would call, I dont know why they are dragging there feet i have supplied everything they have asked for, its just typical of companies today

Edited September 11, 2012 by shedder101
spelling

[Mwynci]

This is the norm, but why ask for the hard drive?Check the laptop by all means for component failure prior to the incident, but proof of ownership from a hard drive?I have a PC given to me, I've never used it, but may one day. It's mine and therefore covered under my contents. The hard drive would show I've never used it, so what? it's still mine. These companies are useless.

[shedder101]

Today I called the insurer to see what progress had been made,

 

To be told

Woman dealing with it off sick.

Lost the pictures and the email I sent them

Had to send it all again today

Have to send the owners books I have recorded delivery at my ex pence

[shedder101]

Well it's been over a month now since the accident and am still waiting for a response. I have sent emails that I have no response to so I don't know what to do it now

[unclebulgaria67]

Well it's been over a month now since the accident and am still waiting for a response. I have sent emails that I have no response to so I don't know what to do it now

 

Phone 01303 771111 and ask for Roger Ramsdens email address or ask to be put through to his office. He is the CEO.

[dacouc]

Is that his porn name ?

[unclebulgaria67]

Is that his porn name ?

 

There was a quite funny joke here (IMHO), before I was slapped by Bandit.

Edited September 28, 2012 by unclebulgaria67

[Bandit127]

UB - out of order. The OP is dignified and doesn't deserve that in his thread.

[Postie166]

I had dealings with CIIS when my TV got knocked over, they asked all sorts of stupid questions, what age were my children, when were their birthdays etc, I refused to answer any of those not related to the claim.

They claimed my TV weighed 54Kg and couldn't have been knocked over, the claim was then passed to another company who quoted the CIIS findings.

I sent them a photocopy of the page in the manual that stated its weight as 27kg along with a letter questioning the judgement of people who couldn't even weigh a TV.

The claim eventually got settled after 3 months but took lots of letters and phone calls to solve something that should be dealt with in a professional manner, I eventually threatened them with the insurance ombudsman.

[shedder101]

I am amazed that this Co. Can operate like this, but surely thy have to abide by the fsa rules

 

I am ringing them again tomorrow as it 5 weeks since the accident but I expect to be fobbed off.

[Mwynci]

I am amazed that this Co. Can operate like this, but surely thy have to abide by the fsa rules

 

I am ringing them again tomorrow as it 5 weeks since the accident but I expect to be fobbed off.

 

If you are fobbed off, just make the complaint. Either CEO of FOS.

[shedder101]

Right

 

I rang up the Co this morning. As I expected the wanted to fob me off, but I stood my ground.

 

 

I demand to speak to a supervisor and got put through to one.

 

She was surprised it hadn't been sorted an within 10 mins it was sorted and a cash settlement agreed.

 

Feel quite proud of my self for being a bit forceful.

Edited October 2, 2012 by shedder101
Spelling

[Old Cogger]

Right

 

I rang up the Co this morning. As I expected the wanted to fob me off, but I stood my ground.

 

 

I demand to speak to a supervisor and got put through to one.

 

She was surprised it hadn't been sorted an within 10 mins it was sorted and a cash settlement agreed.

 

Feel quite proud of my self for being a bit forceful.

 

 

 

Forceful - OOhhhooooooo say no more. lol

[Mwynci]

nice one, well done.

[honeybee13]

Well done you. I'll alter your thread title.

 

My best, HB

[renegadeimp]

i can understand with the age mater, yes i would ring bells and it was £800 at the time.i wanted a good laptop that would do a lot of work and it is still available now

 

http://www.play.com/PC/PCs/4-/3326899/0/Toshiba-Satellite-Pro-A120-187-Core-2-Duo-T7600-2-33-GHz-2GB-120GB-15-4-inch-DVD-SM-Vista-Business-Laptop-Notebook/ListingDetails.html?_$ja=tsid%3a11518%7ccat%3a3326899%7cprd%3a3326899

 

the only differences is this has a T7600 chip mine was the earlier T5600

 

this computer was as fast as any out now has been the most reliable i have used it for business every day for 6 years, i did tell them on the phone please fix it i want it back i dought a replacement would be as good

 

I know its a late reply, but i would advise anyone reading this thread, that the stated laptop is severly overpriced. By almost £500 - £600. I know it's a little offtopic, but i don't want to see people getting ripped off.

[shedder101]

i hate to tell you but i also have a lot of experience with computers.

 

yes, it is overpriced but only by about £300 but that price was on play.com i didnt make it up. The model of laptop i had, i paid 800 in total for the package some 6 years ago and was used 10 hours a day everyday without a moments problem, as i said i would have been very happy if it could have been repaired.

 

the insurance company were happy to accept that valuation and i would have thought there people would have given them some idea of a value. i myself didnt expect that i just asked for another laptop new for old policy and i understand the prices have dropped sharply in that time. i hope people dont think i have ripped anyone off as they asked for a valuation i gave them the link they looked at it and said fine i would have been happy with any toshiba laptop, infact i purchased another tosh that day as a replacement.

 

again i dont want people to think i ripped anyone off i just made the claim they decided a value

[renegadeimp]

I was professionally trained in repairing them down to the component level. THe technology in that system is old and isnt worth much more than 500 at a push.

 

I also wasnt commenting on what you said about value etc. I realise that you used it for comparison which is what the insurer would do as well.

 

I was just pointing out to people browsing the thread, as people are always on the lookout for new machines.

[shedder101]

i was a computer- network engineer also down to component level,

 

as for value why is one pc 400 and another 800 it comes down to what you want to do with it, modern pc world laptops wont last in a commercial environment, you need to pay over 700 to get one you can use every day, and that one listed, though overpriced could run for years and still come out ticking

[renegadeimp]

Oh i agree. Just i think its heavily overpriced simply for its specs. Im not saying its not reliable, but better could be had for the price.