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House Insurance : Burgled - Insurance company offering half the cost

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A close friend of mine has recently been burgled.


Though distraught and stressful, the stolen items were minimal in comparison to what could have been taken.


The assessor came round a few days after the event, took some details etc and said that the electrical claim will be passed to the 3rd Party Company.


Part of the claim, there were 2 electrical items which were gifted to my friend, for which the full price has been offer (by way of vouchers). There are no receipts for these items.


The 3rd item a camera, my friend has a receipt for £140. It is barely 15 months old. They have offered less than half the cost, £66 in vouchers or a different model and spec camera which is rubbish (we know as I have the cheaper spec camera). My friend purchased this model of camera after much deliberation, and as the policy is 'new for old' thinks that the camera should be replaced with a model with the same spec or at minimum vouchers to the cost he paid.


This camera is now discontinued, and the new specification for the camera is £165 so obviously the insurance do not wish to replace the camera.


The assessor viewed the receipt when he came round and said there shouldn't be a problem with replacing the camera.


Can anyone advise if my friend can complain about this offer. He has stated he isn't happy but the 3rd party company are not budging.


Also he has an old phone, unable to locate the box at the moment, which was used as a spare. It is still worth around £50. The 3rd party will not accept this as part of the claim as he doesn't have the IME numbers etc. The silly sod kept those details on the laptop which also got stolen! With no back up. So no IME number = no claim. The assessor again said there would be no problem with this item on his visit!


They are also refusing to replace the laptop until he agrees with all of the offers made on the other items.

Being without a laptop is proving an issue and wants this all sorted as quickly as possible.


Is there anyone out there who knows his rights on having part of the claim completed whilst trying to 'sort out' the rest of the claim?



We have read up on vouchers being offered instead of cash, on the FOS website. So we know they can offer vouchers, all very well, but they are only offering PCWorld/Currys/Argos - all the places you don't buy electrical's from!

Luckily they have said they will replace the laptop, he just needs one asap.


Thanks Me_too

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Your friend should send a written complaint to their Insurers claims department about the items that they are not happy about. The Insurers have to offer a like for like replacement under a new for old policy, so if their 3rd party replacement company is not doing this, then the complaint needs to be made to the Insurers.


I am sure that the Insurers will try to resolve the problems with the parts of the claim your friend is not happy about. There is no reason for delaying the claim for parts of the claim they are happy with.


The reason for the IME on the phone is I expect to do with so many phones being stolen or just gifted because someone else has upgraded. If you friend registered the phone, they may be able to obtain the IME from Orange/Vodafone etc, as I am sure that you provide this when registering.


Most Insurers have deals with Currys/Argos re vouchers, as they have outlets around the whole of the UK. For items that are easily replaced, it just makes it easier for most policyholders, without the Insurers having the admin costs of dealing with many thousands of highsteet and online retailers.

We could do with some help from you.



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Hi unclebB,

Thank you for your great advice, friend spoke with 'electricals' and offers all sorted.

Also spoke with Orange and attained IMEI number.


Still an issue with blocking the phone, I have posted a new thread regarding that issue, in mobile section.

Still have problems in the blocked phone now holding up insurance claim, but considering the weather problems can understand why unable to get through to insurance company. Electricals refusing to release all other items until IMEI blocked.

Can't get in touch with insurance company to ask for procedures in these circumstances.

Can't get phone blocked as out of contract.....going round in many circles!


Thanks for your advice, it is much appreciated.


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