Hi all,
Was on holidays in September in Lanzarote, 2nd last night our apartment was broken into and nearly €2000 worth of cash and items was stolen. There were 3 of us in the apartment, myself and my girlfriend were in the bedroom and her sister slept on the sofa in the living area. We were asleep in the apartment when the break-in occurred but unfortunately, or maybe fortunately, we didn’t wake up.
We reported the break in to reception when we realized what happened, met with our rep and reported it at the local police station.
When we returned home we filed a claim through our travel agent and a couple of weeks later I received a call in which I was asked to go through what happened, which i did.
We heard nothing for a couple of months and I asked my travel agent to see if she could find any info for me. When she rang the insurance company, AXA,
She was told a decision would be made by the end of the week. This was before Christmas. The end of the week came and this no word so she again rang and was again told the same thing. This pattern repeated itself twice more until I decided to ring myself and I was given the same story and this pattern again repeated itself until about 2 weeks ago, when I rang and was told that the claim was being finalized and we would have a cheque in the post by the weekend. Obviously we were delighted with this and waiting patiently, but of course nothing arrived.
So on Tuesday just gone when nothing had arrived I again rang, and was told the claim has been passed on to an office in England; Blue Insurance is the name of the company i believe.
Now I was sick and tired of ringing for so long so I decided to let my girlfriend ring this time. When she rang she was told the person dealing with the case was off and he would return her call Wednesday.
Now at this point it is important that I state some facts.
The claims were under my name, and my girlfriend’s sister's name.
Since the claim, her boyfriend of 7 years was killed in a car crash, which as one would expect has left her quite affected and she has lost almost all her self-confidence. Because of this my girlfriend rang using her sister's name with her permission.
When he returned the call my girlfriend answered and said that she was actually her sister and provided all her information. He asked her a load of questions, some of which I feel he had no right to ask, and was very belittling in the way he spoke to her, and eventually she became confused, and when he asked about the sleeping arrangements
she ended up telling him that she was on the sofa and I was in the room with her sister, as opposed to her being with me and the sister on the soda.
Sorry if this is getting confusing.
When she realized what she had said she got every flustered, and eventually her sister came on the phone and the call continued.
After the call finished he rang about soon after, and said they were refusing to pay the claim because there was disparities in the stories.
I then rang him earlier today and had a long conversation with him and he told me the reason the claim was being refused was because they had broken faith of the claim by lying to him as he had spoken to two people who had claimed to have been her sister.
What I am wondering is, is there any comeback available to us? While I do understand it was a mistake for my girlfriend to say she was her sister, she had informed AXA on an earlier call she was speaking on behalf of her sister.
If anyone has any information as to what we could do please reply.
Thanks
Was on holidays in September in Lanzarote, 2nd last night our apartment was broken into and nearly €2000 worth of cash and items was stolen. There were 3 of us in the apartment, myself and my girlfriend were in the bedroom and her sister slept on the sofa in the living area. We were asleep in the apartment when the break-in occurred but unfortunately, or maybe fortunately, we didn’t wake up.
We reported the break in to reception when we realized what happened, met with our rep and reported it at the local police station.
When we returned home we filed a claim through our travel agent and a couple of weeks later I received a call in which I was asked to go through what happened, which i did.
We heard nothing for a couple of months and I asked my travel agent to see if she could find any info for me. When she rang the insurance company, AXA,
She was told a decision would be made by the end of the week. This was before Christmas. The end of the week came and this no word so she again rang and was again told the same thing. This pattern repeated itself twice more until I decided to ring myself and I was given the same story and this pattern again repeated itself until about 2 weeks ago, when I rang and was told that the claim was being finalized and we would have a cheque in the post by the weekend. Obviously we were delighted with this and waiting patiently, but of course nothing arrived.
So on Tuesday just gone when nothing had arrived I again rang, and was told the claim has been passed on to an office in England; Blue Insurance is the name of the company i believe.
Now I was sick and tired of ringing for so long so I decided to let my girlfriend ring this time. When she rang she was told the person dealing with the case was off and he would return her call Wednesday.
Now at this point it is important that I state some facts.
The claims were under my name, and my girlfriend’s sister's name.
Since the claim, her boyfriend of 7 years was killed in a car crash, which as one would expect has left her quite affected and she has lost almost all her self-confidence. Because of this my girlfriend rang using her sister's name with her permission.
When he returned the call my girlfriend answered and said that she was actually her sister and provided all her information. He asked her a load of questions, some of which I feel he had no right to ask, and was very belittling in the way he spoke to her, and eventually she became confused, and when he asked about the sleeping arrangements
she ended up telling him that she was on the sofa and I was in the room with her sister, as opposed to her being with me and the sister on the soda.
Sorry if this is getting confusing.
When she realized what she had said she got every flustered, and eventually her sister came on the phone and the call continued.
After the call finished he rang about soon after, and said they were refusing to pay the claim because there was disparities in the stories.
I then rang him earlier today and had a long conversation with him and he told me the reason the claim was being refused was because they had broken faith of the claim by lying to him as he had spoken to two people who had claimed to have been her sister.
What I am wondering is, is there any comeback available to us? While I do understand it was a mistake for my girlfriend to say she was her sister, she had informed AXA on an earlier call she was speaking on behalf of her sister.
If anyone has any information as to what we could do please reply.
Thanks