Bike theft insurance issues DirectLine\Davies Group

[connovar75]

I have had insurance with DirectLine for about 11 months, in July I had a bike stolen from the secure outhouse provided at our flats, 2 weeks later my other bike was also stolen while isolating at home with Covid.

Both were named separately on the insurance policy, and i paid extra to ensure they were covered properly at home and away.  

 

A hacksaw\grinder had been used to cut through the wall attachments, and the first bike was taken while I was out cycling on my mountain bike. The second incident, door had been forced as locks and some things had been changed after the first incident, and the bike rack had been cut through and removed to be able to get my bike out. 

 

After providing everything they wanted, and questioning my landlord, gardeners who had access and building committee members, they grouped it into one claim, and it has now been passed to the Davies Group. Who have went through the whole process again.

 

Davies group have now informed me that they are offering a cash settlement, to the maximum amount of the claim for £2500, though the total value is closer to £5000.

Directline informed me that the maximum claim amount as the thefts occurred from an outhouse was £5000, and i do have 2 separate claim numbers and police investigations that took place for each incident.

 

Davies group look to be very poorly reviewed from what I can see, is there any steps i can take now to ensure that the correct amount is paid out, and to not let them force me into accepting incorrect compensation. 

 

As all my commuting for work, and general getting around is by cycling, this has caused a major hassle and so much extra costs in train\bus\taxi fares since they were taken.

Cycling also helps me keep my weight controlled due to underlying health conditions.

 

I have never claimed insurance before, though always had policies, so not really sure how i can challenge things.

 

Thanks.

 

 

[unclebulgaria67]

Did you Insure each bike for a specified sum ?

 

Why are they only offering £2500 ?  They need to explain this.

 

Without seeing the policy wording, it is difficult to comment. And given that you have posted to an online forum, it sounds like Direct Line have not fully explained the policy terms and why the offer for the 2 bikes is only £2500.  So that is your next step. Submit a complaint to Direct Line and ask for a full explanation.  And if you remain unhappy take the offer under protest, but advise that you wish to take your complaint to the FOS for review.

 

When you took out the Insurance did you speak to Direct Line or did you arrange online?   Before the claim event, did you ever contact Direct Line about the cover for the bikes ?

[connovar75]

Hi,

 

Under direct line, each un-named item was covered up to £1000. When i spoke with them, they said the first bike would be covered under the normal terms, as the frame, wheels, etc were all bought separately with different invoices\suppliers, coming to a total of around £2K. The second bike I named with a value of £2500.

 

Davies group advised the maximum cash settlement they can offer for a claim is £2500, although i actually had 2 separate claims. I have been asking for explanations from them for nearly 2 weeks now, on how they came up with their figure, and have now raised a query with DirectLine as well, as it is contradicting what they told me when i bought the insurance and the wording of their policy.

 

Thanks

[unclebulgaria67]

The point they need to explain is how the £2500 restores your position to what it was before the thefts occurred.  

 

Insurers can negotiate discounts, therefore sometimes the settlement can reflect discounts that are available. If they believe they can purchase replacement bikes equivalent to those stolen, then ask them to come back with proposals of the replacements available on the market.

 

Outhouses that form part of your home, do not attract the £1000 limit.  That is for cover away from home.

[connovar75]

Thanks for your advice, I have lodged a complaint with DirectLine now, still not getting anything back from the Davies Group after chasing again today. Will look into speaking with FOS if it gets nowhere with DirectLine. My insurance is up for renewal in 2 weeks, not really being filled with much faith to stick with them.

 

There was no suggestion for replacement bikes which is what I was expecting, just a straight cash settlement for £2500 which they stated is the maximum they will pay on a claim.