"Peter" <uce_from_usenet@no-spam> wrote in message
news:250620031200139594%uce_from_usenet@no-spam
> In article <3ef8dd23_1@no-spam>, abh <abhall98@no-spam>
> wrote:
>
> > I have a claim with RACQ which they have refused to pay on the basis
that I
> > "did not substantiate my claim". which appears to be a nice way of
saying
> > that the think I have committed fraud. My next step before going to
court is
> > to lodge a claims with Insurance Enquiries and Complaints Ltd which is
set
> > up to handle these complaints.
> > Has anyone had dealings with these people and what do they think?
>
> I've worked for an insurer so I can tell you generally how insurance
> companies work.
>
> > The basic facts of the case are
> > 1) We went on holiday over Christamas to WA and when we returned we
found
> > the place had been burgled
> Not unusual
>
> >
> > 3) RACQ asked us to prove ownership by receipts, manuals etc which we
> > produced for their inspector who removed the items without our
permission
>
> This is standard proceedure. I always recommended to clients to take
> photos of everything in the house. Oddly enough though if someone takes
> your DVD player, they usually don't grab the manual.
>
We had the manuals which they accepted as proof, unfortunately as they
removed the manuals ( without out permission) we no longer have the proof
> > 4) RACQ then asked for further proof of ownership which we provided
>
> Odd.
>
> > 5) RACQ then asked for further proof of items they had previously
accepted
> > proof for. When told they had supplied the item as the resut of a
previous
> > claim the assessor became quite rude and demande that we need to attend
a
> > second interview
>
> This sounds like the assessor is being an asshole. If the proof is with
> their contractor they should immediately contact them.
They did so and finally accepted this
> > 9) When we finally did attend the interview we were told that the
interview
> > had been cancelled and the claim rejected.
>
> That doesn't sound fair. The problem too is no other insure will want
> to touch you. What was the reason they gave you for rejecting the
> claim.
The reason was we had "failed to substantiate our claim" no other reason or
explaination was given
> > We then lodged a complaint withe their Internal disputes resolution
comittee
> > (who works for the person we were complaining about) and suprise,
suprise
> > our claim was rejected for a second time
>
> This isn't unusual, but it's a start and the right direction to going
> to the tribunal.
>
It is the cheapest option
> > I am also looking for someone to proof read our submission to them and
give
> > me some feedback
>
> go get a copy of the General Insurance Code of Practice. This will tell
> you everything they are required to do whilst processsing a claim.
thanks, wil do