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    • I sent in the bailiffs to the BBC. They collected £350. It made me smile.
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    • Hi @BankFodder
      Sorry for only updating you now, but after your guidance with submitting the claim it was pretty straight forward and I didn't want to unnecessarily waste your time. Especially with this guide you wrote here, so many thanks for that
      So I issued the claim on day 15 and they requested more time to respond.
      They took until the last day to respond and denied the claim, unsurprisingly saying my contract was with Packlink and not with them.
       
      I opted for mediation, and it played out very similarly to other people's experiences.
       
      In the first call I outlined my case, and I referred to the Contracts (Rights of Third Parties) Act 1999 as the reason to why I do in fact have a contract with them. 
       
      In the second call the mediator came back with an offer of the full amount of the phone and postage £146.93, but not the court costs. I said I was not willing to accept this and the mediator came across as a bit irritated that I would not accept this and said I should be flexible. I insisted that the law was on my side and I was willing to take them to court. The mediator went back to Hermes with what I said.
       
      In the third call the mediator said that they would offer the full amount. However, he said that Hermes still thought that I should have taken the case against Packlink instead, and that they would try to recover the court costs themselves from Packlink.
       
      To be fair to them, if Packlink wasn't based in Spain I would've made the claim against them instead. But since they are overseas and the law lets me take action against Hermes directly, it's the best way of trying to recover the money.
       
      So this is a great win. Thank you so much for your help and all of the resources available on this site. It has helped me so much especially as someone who does not know anything about making money claims.
       
      Many thanks, stay safe and have a good Christmas!
       
       
        • Thanks
    • Hermes and mediation hints. https://www.consumeractiongroup.co.uk/topic/428981-hermes-and-mediation-hints/&do=findComment&comment=5080003
      • 1 reply
    • Natwest Bank Transfer Fraud Call HMRC Please help. https://www.consumeractiongroup.co.uk/topic/428951-natwest-bank-transfer-fraud-call-hmrc-please-help/&do=findComment&comment=5079786
      • 33 replies

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Looking for Car or house insurance, then Adrian Flux will give you a very keen quote.

When you try to make a claim they wash their hands of you, and punt you off to some underwriters who don't want to talk to the public directly. 

Phone calls to their night number are sometimes not passed on to the daytime operatives and in fact sometimes not recorded.

They fail to recognise the Consumer Protection Rules for this country in that when you buy insurance from them, then the contract is between THEM and YOU.  They are reticent to obtain police crime report from the police.

Like many insurance vendors, you never know how good or bad they are until you raise a claim-----then the truth comes out.

Be very wary if you intend to deal with this company.

They are telling me my house insurance claim is void because I can't prove my house was broken into !!!

Edited by scaniaman
dippit
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It is not up to you to prove your house was broken into. Because some thiefs use bump keys to bump a lock open, there would be no signs of forced entry.

 

If they believe you acted carelessly by leaving doors open or downstairs windows open, then let the loss adjuster report that.

 

You can ask for a copy of the loss adjusters report to see what they said,

 

Some Brokers offering cheaper premiums tend to use smaller underwriters, some Gibraltar based and they only offer cheaper premiums because they turn down a higher percentage of claims. 

 

Suggest checking around online and FOS for examples of theft claims where no signs of forced entry were found.  

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  • 1 month later...

re bump keys- it was decided some years ago that it is a forcible entry becasue the action of bumping and turning the key requires force, as does unscrewing the handles on French Windows. It is in its simplest terms anything that is just not walking or climbing in.

 

so read the policy, does it say breaking in or forcible entry? if the latter they are screweda nd should be reported.

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Forced and violent entry tends to be the common terminology owed these day, as pointed out, using a bump key, turning a handle or pushing an unlocked door is use of force. Violent will involve a breakage of some sort, potentially violently inserting a bump key could be considered.Some older policies will use an “or” instead of the “and” meaning it can be either. 

 

Most thefts are opportunist, your common household thief isn’t a master criminal, if they were they wouldn’t be doing over houses. 

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  • 2 months later...

UPDATE

Flux put my insurance through an outfit known as Pen Underwriting who are acting for insurance company L&G.

Claims against Pen are handled by another outfit called the Direct Group.

Eventually, a loss adjuster was appointed and we gave him full details of the theft and a list of items stolen. As far as I can determine, they sat on my claim for about 6 weeks before contacting their jeweller to value the stolen items. After the jeweller submitted their valuation there was another period of inactivity.

After several phone calls and emails, they eventually passed the claim to the insurance company on 18th November. I was informed payment would take up to 7 working days.

Today, a derisory payment was transferred into our bank account.

OVER 6 MONTHS after the robbery occurred.

This delay is totally unacceptable, especially considering the toll it has taken on my very ill wife.

Should I report them to the FSC, as I firmly believe this delay was deliberate.

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6 months is terrible.  

 

Pen as far as I'm aware are a Lloyd's syndicate (Lloyd's of London, not the bank).

 

Lloyd's have a pretty robust complaints process, which means you can still go to the FOS, however there is dual regulation, which means they get to see a complaint first. 

 

https://www.lloyds.com/policyholder/policyholder-complaint/complaints-by-lloyds-uk-policyholders

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