Problems with compuCover claim **RESOLVED**

[aym280]

Son had his laptop lifted 2 days after he moved into a new shared accommodation and insurance compuCover refused to consider the claim.

 

I am really depressed over this: My son had to move room because of tension with his ex flat mate. He moved at 6pm on 3 June. He opened the window as the room had not been occupied for a while and you understand the smell of undergraduate!! In the evening of 5 June, he found that his AppleMac laptop had disappeared. His door and the front door were locked and there were 2 other people in the block. Son found that the gap between the window and its frame had widened and police sent forensic team to take finger prints and apparently found some (although whose was not clarified). Now compuCover refused to cover with the trusted phrase no forced and violent entry. Since when must burglary or theft be defined on such terms??

 

Any help would be appreciated.

[Mwynci]

.......for a long time.

 

I've had a quick scan of a compuserve policy onnline and it suggests force OR[ violent entry, it means only one has to happen. If it said and it would mean both.

 

Pushing a window open, turning a handle is forced entry, slipping through a gap or walking through an open door is not.

 

Check the wording, you may have an argument here.

[aym280]

.......for a long time.

 

I've had a quick scan of a compuserve policy onnline and it suggests force OR[ violent entry, it means only one has to happen. If it said and it would mean both.

 

Pushing a window open, turning a handle is forced entry, slipping through a gap or walking through an open door is not.

 

Check the wording, you may have an argument here.

 

However, we received this

 

WHAT IS NOT COVERED – THE EXCLUSIONS

 

This insurance does not cover:

 

Theft Exclusions:

1. Theft from any motor vehicle unless all the vehicle’s windows and doors have been closed and locked and all security systems have been activated. A copy of the repairer’s account for the damage to the vehicle must be supplied with any claim.

2. Theft from unoccupied premises unless there is evidence of violent and forcible entry to such premises. A copy of the repairer’s account for the damage to the premises must be submitted with any claim.

3. Any theft claim unless you have reported the incident to the appropriate local Police authorities within 24 hours of discovering the incident, and have obtained a Crime Reference Number and Report.

4. Any loss of information or data or software contained in or stored on the computer equipment whether arising as a result of a claim paid by this insurance or otherwise.

[honeybee13]

Hello there.

 

You posted on a very old thread started by someone else, so I've started a new one for you. Please continue to post on this one.

 

HB

[aym280]

Now the story gets more complicated: I was told to send complaint to complaints and then was told to send complaint to LLOYDS. Please see the followings:

 

Dear ***,

 

I have looked in to your claim and the subsequent complaint and unfortunately I am not able to resolve this to your satisfaction.

 

Firstly I would like to point out that your policy is underwritten by Lloyd’s Syndicate 5820 which is managed by ANV Syndicates Limited, whereas the policy wording that you have located on our website is underwritten by UK General Insurance Ltd on behalf of Ageas Insurance Limited. These two policies are different and will have different exclusions. However as you policy has only ever been with Lloyds, it is the wording that was in place when the policy was incepted and which were emailed to you 21/10/2014 at 14:23 that this claim is validated against.

 

The policy that you hold with us provides cover for accidental damage and theft, however as with all insurance policies there are exclusions to this. In this case the policy provides cover for theft and accidental damage. While burglaries will be considered under the theft element of this policy, your definition of burglary that you have supplied does not take precedent over the policy wording through with items are covered. Theft from any premises is considered in conjunction with the following policy extracts -

Theft from unoccupied premises unless there is evidence of violent and forcible entry to such premises. A copy of the repairer’s account for the damage to the premises must be submitted with any claim.

Unfortunately in this case while we accept that this theft is genuine and that as you say there is no attempt being made by you to defraud us the circumstances of this incident are not covered by this policy and as such we are unable to pay any part of this claim.

*** not to expect any contribution from us.

 

Should you remain dissatisfied, you may if you wish, refer your complaint to Lloyd's, who will investigate and assess this complaint. Lloyd's contact details are as follows:

 

Complaints Team

Market Services

Lloyd’s

One Lime Street

London

EC3M 7HA

 

Email: [email protected]

Telephone: +44 (0)20 7327 5693

Fax: +44 (0)20 7327 5225

 

Ultimately, should you remain dissatisfied with Lloyd's final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS).

Details of who is eligible to refer a complaint to the FOS can be found on their website at www.financial-ombudsman.org.uk.

 

Kind regards

***

Finance & Compliance Manager

 

 

Summit Insurance Services Ltd

The Robbins Building

Albert Street

Rugby

Warwickshire

CV21 2SD

 

How are we mere mortals who pay and yet have no idea who WE ARE FINALLY INSURED WITH? And why there are so many VERSIONS floating around to confuse? Why are they allowed to confuse us? Where is the transparency? So the burglary was genuine, and knowing that these are shared accommodation, how can there be violent entry as the latter would certainly be very noisy.

 

To all parents sending their kids to uni, one word of advice: Insurance companies are there to make money, and not to protect you. Best is to print a poster: HAVE YOU LOCKED THE WINDOWS? Tell them to keep their laptop under a locked box which is chained to other heavy furniture even if they are going for a wee! It's no laughing matter as the gadget cost £1.5k:| Be very careful when you move to a new environment, check all doors and windows.

 

A lot of parents have been stung by this violent or/and forced entry and remember this name compuCover as they certainly will NOT pay even though THEY ADMIT THERE WAS A GENUINE BURLGARY.

Edited June 21, 2015 by aym280
OTHER NAME MENTIONED.

[unclebulgaria67]

Complaint to Lloyds should succeed, as long as there is proof of damage to the window or frame which should be enough for forcible and violent. If they don't accept, go to the FOS.

 

Shared accommodation policies do vary. You need to read the policy before buying to see if it is suitable. If in doubt, speak to an Insurance Brokers. One Policy to look at is from Endsleigh, as they have specialised for decades in this market.

[aym280]

Complaint to Lloyds should succeed, as long as there is proof of damage to the window or frame which should be enough for forcible and violent. If they don't accept, go to the FOS.

 

Shared accommodation policies do vary. You need to read the policy before buying to see if it is suitable. If in doubt, speak to an Insurance Brokers. One Policy to look at is from Endsleigh, as they have specialised for decades in this market.

 

I have already sent Lloyds the email. Thank you so much for the assurance.

[unclebulgaria67]

I have already sent Lloyds the email. Thank you so much for the assurance.

 

If there is a Police report stating the damaged window frame, make sure Lloyds get a copy.

[aym280]

If there is a Police report stating the damaged window frame, make sure Lloyds get a copy.

 

Will do. Thank you.

[Mwynci]

OP, also consider argueing occupied and their use of the word, you say other people were in the building. is this occupied or un-occupied? does the policy define buildings/premises.

 

 

I'm with you on the confusion side of things.

 

If I'm looking and at the right policy for compuCover and if what they are saying about the new policy wording being used, this is confusing as it's clearly well past the point of any confusion if lets say they changed the wording and underwriter a week before you bought it.

 

If i was to buy a policy today off the website, it would state the wrong wording and that in itself is tardy and misleading. If I was sent the right one and lost it, hey ho, I'd go to the website and get the wrong wording, I might believe it's ok to leave a window open or a door unlocked, as I'm covered if a theif climbs through the window if I accidentaly leave it open.

 

Screen dump the website and make complaint through Lloyd's. Even if they don't agree on the theft basis, point out the misleading info. It's not good.

[aym280]

OP, also consider argueing occupied and their use of the word, you say other people were in the building. is this occupied or un-occupied? does the policy define buildings/premises.

 

 

I'm with you on the confusion side of things.

 

If I'm looking and at the right policy for compuCover and if what they are saying about the new policy wording being used, this is confusing as it's clearly well past the point of any confusion if lets say they changed the wording and underwriter a week before you bought it.

 

If i was to buy a policy today off the website, it would state the wrong wording and that in itself is tardy and misleading. If I was sent the right one and lost it, hey ho, I'd go to the website and get the wrong wording, I might believe it's ok to leave a window open or a door unlocked, as I'm covered if a theif climbs through the window if I accidentaly leave it open.

 

Screen dump the website and make complaint through Lloyd's. Even if they don't agree on the theft basis, point out the misleading info. It's not good.

 

That's what I thought. It seems to me they can use any version to cover their track. Apparently, a lot of people have been stumped by this violent and forced entry. Thank you for the advice.

[aym280]

To everybody who has advised me, CompuCover has kindly agreed to let my son have a replacement. Thank you for all your ADVICE and I am trying to donate a small sum to this forum via which I have got useful help, TWICE!

 

THANK YOU TO ALL!

[unclebulgaria67]

Glad you resolved.

[aym280]

.......for a long time.

 

I've had a quick scan of a compuserve policy onnline and it suggests force OR[ violent entry, it means only one has to happen. If it said and it would mean both.

 

Pushing a window open, turning a handle is forced entry, slipping through a gap or walking through an open door is not.

 

Check the wording, you may have an argument here.

 

 

Thank you, Mwynci! Your help is soooooooooooo appreciated. My son will serenade you!http://static.consumeractiongroup.co.uk/forum/images/smilies/violin.gif

[aym280]

Glad you resolved.

 

Thanks specifically to you, too!

[JoeyJoeC]

You left the window open and someone were able to get in. May as well as have left it on your window sill.

 

IMO, they shouldn't have to pay out for stupidity. (Sorry if that sounds harsh).

[citizenB]

You left the window open and someone were able to get in. May as well as have left it on your window sill.

 

IMO, they shouldn't have to pay out for stupidity. (Sorry if that sounds harsh).

 

Not only is it harsh, but not with the CAG spirit.

 

This type of post helps no one.

[citizenB]

Very pleased you had a successful resolution with this, aym. But please tell Son to be a little more security conscious in future

[aym280]

My son is actually quite a careful person. He was moved at 6pm because his 26-year-old Romanian flatmate threatened via text message, saying that he was f***g stupid and next time he sees him, my son will f***g die! My son got moved 6pm to another room on the ground floor on the 3rd June and 5 June was the hottest day - 27 degrees C and my son aired the room when he initially got moved there as it smelt a bit (having stood empty for a while!). The burglary happened in the evening when he was out.

 

I was so mad at him and kept asking myself why he had not shown more contrition. We are thinking of locking it with a chain chained to the leg of a bed or some furniture. I will certainly tell him to be extra vigilant. I think he knows he has been very lucky.

 

Thanks again.

[aym280]

Excuse me, my son was moved to this new room at 6pm on the 3rd because of a death threat. And the day - 5th June the burglary happened was the hottest day thus far 27 degrees. He aired the room because of the stale smell. He did not know that the window could be extended from outside. I wonder if he had completely moved his stuff out of his suitcases. He is autistic and never intentionally antagonised his 26 year old Romanian flatmate. I have given me a piece of my mind and I think he has learned his lesson. Let's hope nobody pinches your car using electronics ... since you're so clever!

[BazzaS]

Glad you got it sorted.

 

Just for "peace of mind" for the replacement MacBook consider taking a look at Orbicule Undercover, that (if installed by the original owner prior to any theft) helps track stolen Macs. They offer a student license (or a household license if your multiple members of your family are Mac converts!) : licenses are one-off rather than annual / recurring.

 

Tech notes :

A) undercover isn't compatible with FileVault2 (the hard drive encryption program from Apple), though is with some 3rd party drive encryption programs.

B) It is wise to have a password free Guest log-in set (to encourage use of the stolen Mac so it can "phone home"), and

C) it is worth setting a Firmware password so the thief can't replace the hard drive to get around the security.

 

I have no affiliation with Orbicule beyond being a satisfied customer.

[JoeyJoeC]

Well pinching my car using electronics would be forced. How ever if I were to leave the door open and the keys in there, obviously it would be void from insurance and rightfully so. Why should everyone's premiums go up due to some one elses incompetence?

 

I have 2 members of my family who are autistic, a 3rd is an avid nose picker, dont see what it has to do with anything.

 

Don't take offense, it's my opinion (and obviously that of the insurance company).

[BazzaS]

Don't take offense, it's my opinion (and obviously that of the insurance company).

 

"Obviously" the insurance company's initial response : but none the less they must have reconsidered given they paid out!

[unclebulgaria67]

Well pinching my car using electronics would be forced. How ever if I were to leave the door open and the keys in there, obviously it would be void from insurance and rightfully so. Why should everyone's premiums go up due to some one elses incompetence?

 

I have 2 members of my family who are autistic, a 3rd is an avid nose picker, dont see what it has to do with anything.

 

Don't take offense, it's my opinion (and obviously that of the insurance company).

 

People are different and all claims situation are different. I don't see the point of a debate or offering an opinion about a claim that has now been paid.

 

Student and shared accommodation is a higher risk, laptops are subject to thefts. People in flats do leave windows open, sometimes in a vent position. I have come across such claims where the windows can be locked in a vent position, but if enough force is applied they can be easily opened. Insurers then want proof of forcible and violent entry before paying out. In this case, the window frame was apparently damaged according to Police and the Insurers paid out.

 

Insurers get fairly good discounted prices on replacement laptops and they spread their risk anyway, so they are not making big losses, otherwise they would not be in that market.