A bag full of valuables went missing from the removals van and now the insurer will not pay out.
A couple moving into their new home tells their story.
We had jewellery worth £20,000 stolen during our house move and our insurer is refusing to pay out. In the run-up to the move I phoned our home insurance provider, to ask whether I was covered for the house move or whether I should get extra insurance offered by the removal firm. They phoned me back to say I would be covered for the move, on the basis of this I accepted the quote from the removals firm and did not take out the extra insurance.
On the day in question I packed a number of things into a white laundry sack – including all of my jewellery and other prized possessions – and it went into the van along with about 200 boxes packed by the removal men. It took two days to pack and some of our belongings spent the night in the van. At the new house, it took several weeks to slowly unpack. I kept thinking that the white bag would appear, but to my horror, it never did. I reported the matter to the police.
The removers have denied liability, while Royal & Sun Alliance, which provides the insurance on behalf of the building society, has also refused to pay out. RSA sent a loss adjuster to my house, who said I could claim on accidental loss up to £7,500. It then sent a claims investigator who said that she needed to see the police report. She applied for this and after reading wrote to me to say I could not make a claim as the report said the bag had been stolen and they didn’t know whether it had been stolen from the house, the street, the van or the depot. She also implied that I had not taken care of my possessions.
I have been with the Yorkshire for more than 16 years and never made a claim and now they will not pay out when needed the most.
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