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im disabled.father of 2 and bought this insurance with nationwide building society,had policy for contents for 10yrs+not claimed for 7+yrs,since found out its now direct line,never used to be,,but 3 mths later,after loads of calls+emails.the staff were always polite,but im still without items which were took-some cannot be replaced personal heirlooms etc,,I even listed my items on immobizer website too,,but now 3+mths later im told by the claims adviser there waiting for a full policereport b4 they DECIDE how to sort it,,now that is whats upsetting its like day after day,im having to prove we were robbed,police came/crime report etc,but still direct line making me wait,m beginning to A.feel like its my fault I could not prevent some **** entering my home,but,like im to blame,B.that there looking for way not to pay-do I complain now to the ombudsman. or try nationwide AGAIN.?usually just gets back to claim adviser,whos nice and says don't worry-will be able to decide when they have report,,but its awful-im in 24.7 scared to go out,and I sleep downstairs.as im scared there come back.and disturb my daughters,plz can u help

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Tell the Direct Line claim department that the delay is not acceptable and you wish to register a formal complaint for FOS purposes. Ask them to put it in writing the reasons for the delay and what they will be doing to ensure the claim is settled without further delay. If you have already complained, you can go direct to the FOS after 2 months of registering the complaint.

 

Nationwide Home Insurance was administered by RBS Insurance, which Direct Line was part of. Direct Line is now a totally separate company, which is why you are now in effect a Direct Line customer, although your documents may still show as Nationwide, as that is the brand of policy you bought originally.


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Thread moved to Insurance forum

 

Regards

SS


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The SabreSheep, All information is offered on good faith and based on mine and others experiences. I am not a qualified legal professional and you should always seek legal advice if you are unsure of your position.

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I have asked them-they said there part uk insurance group

and that there now waiting for crime report,

I even said whats the difference with the crime ref I gave them in aug 2015--Ive jumped thru hoop after hoop.answered all there ques-and still im waiting,i also don't like when they say-they need the crimereport b4-they can decide on the claim,-so I emailed forml comaplint today-told them they know im disabled-but since the breakin-ive not left the house-drs say ive ptsd.anxiety-so I also put that in email

but after all-im the victim.i mean if I was guilty of something,then,ok-but as a innocent man-its like there trying to make me guilty and blame me and find way out of claim,even the loss adjuster cant understand what there waiting for,,any help plz

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You can ask the Police whether they have issued the crime report to the Insurers.


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I did wks back-was told its a spec department because of data protection.and that the officer who came-would now be on different jobs,and all he does his file his paperwork=so ive no idea,

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I did wks back-was told its a spec department because of data protection.and that the officer who came-would now be on different jobs,and all he does his file his paperwork=so ive no idea,

 

You need to find out, because if the Police never issue the report, you will struggle to get the claim paid. The Police must have an admin department that deals with crime reports. You don't want to know the contents of the report, so Data Protection is not relevant. All you want to know is whether the report has been produced and can the Insurers be supplied it, if they have not done so..


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just spoke to gmp-who could not understand what there playing at-as the police confirmed its genuine etc

but even so-no one at the dept could tell me the relevant dept -as all they knew is its done from special dept to insurers,but also cant be hard to press button and send form.so now im stuck-unless I go right to fsa,,but im sure I have to give another 8wks for complaint.

wore still I cant afford to buy the items back,for xmas.but black fri tomoz-but cant decide if should buy,but then when/if claims done,im left with 2 certain things.usueless,all of them

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just spoke to gmp-who could not understand what there playing at-as the police confirmed its genuine etc

but even so-no one at the dept could tell me the relevant dept -as all they knew is its done from special dept to insurers,but also cant be hard to press button and send form.so now im stuck-unless I go right to fsa,,but im sure I have to give another 8wks for complaint.

wore still I cant afford to buy the items back,for xmas.but black fri tomoz-but cant decide if should buy,but then when/if claims done,im left with 2 certain things.usueless,all of them

 

The Insurers normally have teams who can contact the relevant Police departments, so if GMP cannot help, then your Insurers can chase the report up. Tell your Insurers that GMP don't understand why there is any delay.


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my insuerers just say I need to contact claims advisor,ie the one who told me I had to wait for report

even police its like saying the police did not do there job,as they want full report,ive emaied

around 10 people today

ceo/mgrs./and who ever else I couldfind

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You don't give details about the exact details of the claim, but it appears you were unfortunate enough to be at home during a robbery.

 

From the limited information, I have a feeling the Insurers want to see the report to check whether the theft was not due to a confidence trickster which may not be covered by the policy. They may therefore want to see the report to see the report to confirm the claim is covered by the policy.

 

Have you tried contacting them via Twitter or Facebook, large companies have staff on these sites who tend to go the extra mile to resolve problems and they may be able to intervene more quickly than going the formal Complaint mode

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YEA-even spoke to the det in charge of the case

he said closed it,as they cant find anyone,or my items.-makes me laugh I even have spec thing on my polcy for £15.000 of dvds- I own+prove+pay 8+yrs for

and most still at home,but still im told to wait for there-data pro dept=to go thru--the police data dept..to get report

but been wks since they say they asked for it.+4mths+since I was broken into-my oldest moved out as she felt unsafe,-and still were treated like criminals

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mind my spelling down to keys-but below is my emai I snt b4-now they say got crime report-but does not put there concerns at rest,so my fault-I guess,complained to fso-but tbh not sure what supposed to do.as used to be u had to be guilty of a crime,not the victim

 

 

num

now told by insurers they have concerns but wont tell me what

they r-so im amazed at what im supposed to do now

as It s in there time not mine,

 

so again were made to wait,

unto someone makes more stories,

we wanted to strat to try build up our feelings and celebrate xmas

but how

when were being called criminals for being burgled,if I didn't send the infantry list in fast enough-they know y-but no=instead of sorting,its magic roundabout time--no one cares-victims r blamed

 

ive not left this house since august,and not even got xmas tree etc up-as or I wanted was to try to celebrate with my daughters,but since one left home because of this,whats the point,

 

I mean I get fobbed of left/right/centre=emails from all over

and does it mean my insurance is not worth the paper its written on?

as ive always paid more for the policy as was told it would all be covered etc,but now seems not

 

so if nationwide/don't want to take blame/direct line./uk insurance,dont-then why not blame the victim,,,or blame the staff who most seem to be egos bigger than the next-when u complain u get passed to others,,

 

im emailing this-again-to everywhere,as no idea WHO WILL help..and I mean the polce KNOW we were burgled and came,so maybe I wil just concern to being housebound even more 24/7=as seems that's the only way I can think--I sleep downstairs in chair-as still feel unsafe,and only the FSO told us about victim suppossrt no one else mentioned it,

apart from hosp in morn,due to stress levelsim in 24/7

 

thx

Edited by honeybee13
Paras.

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mind my spelling down to keys-but below is my emai I snt b4-now they say got crime report-but does not put there concerns at rest,so my fault-I guess,complained to fso-but tbh not sure what supposed to do.as used to be u had to be guilty of a crime,not the victim

 

 

num

now told by insurers they have concerns but wont tell me what

they r-so im amazed at what im supposed to do now

as It s in there time not mine,

so again were made to wait,

unto someone makes more stories,

we wanted to strat to try build up our feelings and celebrate xmas

but how

when were being called criminals for being burgled,if I didn't send the infantry list in fast enough-they know y-but no=instead of sorting,its magic roundabout time--no one cares-victims r blamed

ive not left this house since august,and not even got xmas tree etc up-as or I wanted was to try to celebrate with my daughters,but since one left home because of this,whats the point,

I mean I get fobbed of left/right/centre=emails from all over

and does it mean my insurance is not worth the paper its written on?

as ive always paid more for the policy as was told it would all be covered etc,but now seems not

so if nationwide/don't want to take blame/direct line./uk insurance,dont-then why not blame the victim,,,or blame the staff who most seem to be egos bigger than the next-when u complain u get passed to others,,

im emailing this-again-to everywhere,as no idea WHO WILL help..and I mean the polce KNOW we were burgled and came,so maybe I wil just concern to being housebound even more 24/7=as seems that's the only way I can think--I sleep downstairs in chair-as still feel unsafe,and only the FSO told us about victim suppossrt no one else mentioned it,

apart from hosp in morn,due to stress levelsim in 24/7

thx

 

Have you received any kind of 'final response' or 'final decision' from Nationwide regarding your complaint? If not you need to ask them to issue you with a final decision so you can approach the ombudsman (whilst the ombudsman will take details of a complaint they will just pass it back to the business if they haven't issued a final decision). If they say they need to register a formal complaint and it will take 8 weeks, remind them of when you first informed them you were unhappy (months ago by the looks of it).

 

They clearly have concerns, either over the method of entry, or that the claim is being exaggerated. Have you received a copy of the police report? (when you send off the form for it there should have been a box you could have ticked to receive a copy of the report) and if so, is there anything in there which is inconsistent with your conversations with them so far? Whilst I'm not accusing you of anything, if anything with the claim has been exaggerated, then the whole claim will be void - so they will want to be happy with everything before releasing any payments.

 

The only other thing I can suggest is to issue them with a letter before action (a letter to warn them you will be taking court action against them if they do not respond to your claim within a certain number of days - usually 14 or 21). I would not recommend actually going through with this though as the ombudsman will treat you much fairer than the courts would and is free.

 

edit to add: It doesn't surprise me that the police report has taken this long to come through - they usually take months. The ombudsman are unlikely to consider any delay as a result of the police taking time to issue the report - they will only consider any delay once the insurer has the report.

 

another edit: I completely sympathise with your situation - unfortunately, theft is one of the most likely types of claim to see fraud on. If you're happy to disclose any further details about the types of items which were taken and the sort of proof which was provided (e.g did you have receipts for everything? were there any high value items you couldn't provide any evidence for?) we might be able to work out why the insurers are concerned about the claim.

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Yes I know what u mean

But everything was legit from hard earned money

I had to even prove that

Also I won £10.000

Ten year back

I even had to prove that

Still there messing

Loss adjuster blames claims advisor

And vice versa

 

I have opened a case with fso

On we'd

And now I have to wait

As for report I'm going to call police station later

And try get copy

Thx

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Now they say today-as i was selling some items+these wks b4,on facebook-which i told them-even police said prob someone who came to view-robbed me etc

anyway there saying claim not proved,so im guilty,from day one,ive answered/complained to everybody-nationwide/direct line/uk insurance/ ceo/ dep ceo/complaints etc,and still im told that also as im disabled and retired-they cant see how i owned these items,,even after i proved my income/and won £10.000 had to show proof,also none good enough for them,so fos r looking at it,but after this im not counting my blessings,,seems innocent disabeled bepople r guilty if robbed,,and they increased my policy and £50mth byt 6mths later-say no claim,

 

 

can someone-anyone help myself plz,,

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Have they put this in writing to you? If not can you ask them to and then post what they have written.

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Now they say today-as i was selling some items+these wks b4,on facebook-which i told them-even police said prob someone who came to view-robbed me etc

anyway there saying claim not proved,so im guilty,from day one,ive answered/complained to everybody-nationwide/direct line/uk insurance/ ceo/ dep ceo/complaints etc,and still im told that also as im disabled and retired-they cant see how i owned these items,,even after i proved my income/and won £10.000 had to show proof,also none good enough for them,so fos r looking at it,but after this im not counting my blessings,,seems innocent disabeled bepople r guilty if robbed,,and they increased my policy and £50mth byt 6mths later-say no claim,

 

 

can someone-anyone help myself plz,,

 

You really need someone locally to help you with this. It sounds like they believe your claim is not honestly made and where they are questionning your honesty, you need more help than an online forum.

 

Can your local MP help, by writing to the Insurance company ? Sometimes when Insurers receive a letter from an MP, they will look at the actions they have taken and be more careful. It might make them look at your claim again.


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no chance my mp useless,been after disabled home for 5yrs-but all there building r normal-and he said just wait,etc,,,,

 

 

anyway-when I receive letter I will let u know

 

as for help-im housebound and have no one,family/friends etc.my illness ruined my life.now this,,even police said on tues,it was forced genuine etc,and not sure who-but as im alone 24/7

 

I nearly topped myself fri nite-but 3 police came sat with me for 2hrs,no idea who rang them,,,but im at my last straw-fso,young lid,there

 

said he has to luck if insurance was dealt with right,,NOT IF CLAIM WAS GENUINE,so im confused

 

who is gonna help,,even the ceo.passed to exec complaints--who also said they need wait fso reply-I asked well cant someone look at it again now-they haave all prove/pics etc,but were told I need to wait for fso..

 

I assumed they were ie-how yea case genuine u have to pay,,but seems not-anyone help?

 

i can leave my num/email if anyone can,I cant even go to solictors as im housebound,no one does hse calls,,ive legal ass with my policy,but not sure if

 

A,I CAN TRUST THEM,

B,IF ITS THAT KIND OF LEGAL ASSIT

 

THX K

Edited by honeybee13
Paras.

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Hello there.

 

Hopefully people will be along later with advice for you. Please don't post up your email or phone number, it's far better to have advice on your thread.

 

HB


Illegitimi non carborundum

 

 

 

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