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Ash
Ash, Solicitor
Category: Law
Satisfied Customers: 10916
Experience:  Solicitor with 5+ years experience
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hi, I am witing for my insurence company to finish a claim

Resolved Question:

hi,
I am witing for my insurence company to finish a claim in a stolen van for almost 3 month and they keep telling me they can do anything because they don't have the police report.
My husband need to buy a new van to work, he almost lost his job last week because of that.
Is that right what the insurance company are doing to us?
can you help me?
Submitted: 3 years ago.
Category: Law
Expert:  Ash replied 3 years ago.

Alex Watts : Hello my name is XXXXX XXXXX I will help you with this. Please note that I am a working Solicitor and may be on and offline as I have to attend Court and meet with clients, even at weekends. As such you may not get an instant response when you reply, but rest assured I will be giving your question my immediate attention upon return You do not need to wait here as you will get an email when I reply.
Alex Watts : Have they said why it is taking so long and when it will be concluded please?
Customer:

they said the police didn't send the report yet

Customer:
Good afternoon,


As advised in my email below we are reliant on the Police so there is nothing further I can do other than to continue to call and chase their report.


The cut off date is 21/04/2014 and they advised to allow 7 days so the claim should be settled the week beginning 28/04/2014 at the latest but again we are entirely dependant on the Police.


Please call me if you wish to discuss,


Thank you,
Customer:

this is their last email

Customer:
Good afternoon,


Just received a call back from the Police advising their cut off date to send the report is the 21/04/2014. The operator also advised me that they will try to get the case through sooner but that we should also allow a further 7-10 days for the report to be posted.


I appreciate this is frustrating and will ensure I continue to chase this regularly on your behalf.


Hopefully the report is received by the cut of date above but I will try to keep you updated.


Please feel free to call me if you wish to discuss.


Thank you,


and this is the one before
Customer:

I email her this week and called but she did not answer the email and did not pick up the phone.

Alex Watts : Thank you.
Alex Watts : You need to write to the insurance company and set out your complaint in writing.
Alex Watts : They will investigate the comolai
Alex Watts : They will investigate the complaint through their complaints procedure.
Alex Watts : This will be a review by a different file handler.
Alex Watts : Once you have the response and if you are not satisfied you can take it to the Ombudman.
Alex Watts : They offer a free independent service, but you can't complain to them unless you have a final response from the insurers.
Alex Watts : Their website is www.financial-ombudsman.org.uk
Alex Watts : Can I clarify anything for you about this today please?
Customer:

she called me yesterday and told me again it is the police who is not sending the report because they are moving office.

Alex Watts : You still need to follow the above procedure.
Alex Watts : It is for the insurance company to take this up with the police.
Customer:

I want to know if they have time to finish a claim or if this is ok. Am I right to complain to the insurance company or you think i should wait?

Customer:

and by write you mean a letter or can be an email as well?

Alex Watts : Is there a time limit - no
Alex Watts : When I say write I mean by letter, not email.
Alex Watts : Does that help?
Customer:

how i know to whom i have to write?

Alex Watts : Insurance company.
Customer:

who is the person I should write about this in the insurece company?

Customer:

insurance***

Alex Watts : The complaints department at the insurance co
Customer:

ok tks

Alex Watts : Can I clarify anything else?
Customer:

one more question

Alex Watts : of course.
Customer:

what should I include in this letter?

Alex Watts : Just set out your complaint in a concise way
Customer:

like the email i have from them? or only my statement about the facts?

Alex Watts : Yes
Alex Watts : statement of facts
Customer:

ok

Customer:

tks

Alex Watts : If this answers your question could I invite you leave feedback on my service which I hope has been excellent today, if you need more information or help then please click reply.Please remember that I am always happy to help if you have future questions, even if I am in Court I can normally respond within a few hours. For future information, please start them with ‘For Alex W’.Please bookmark my profile if you wish for future help: http://www.justanswer.co.uk/law/expert-alexwatts/
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