Home insurance - Undervalued lost/stolen property

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Based on resolver's experience to date, the undervaluing the payout for lost or stolen property can occur in two ways. The first way will simply be that your home insurer has underestimated the value of the property stolen. This can be easily remedied by writing a letter to your insurer setting out the items of property that were lost and attaching receipts or like-for-like quotes for each item to the letter. You may have to evidence the items that were lost or stolen (using a police report) and you should be aware that in some situations your insurer will decrement the value of the property lost (if it is old) compared to a new version of the same as that piece of property will have depreciated. This should effectively remedy your complaint; if not, use can be made of the complaints and escalation procedure below.

Another way in which your lost or stolen items can be undervalued is if your cover is inadequate. Home insurance policies will have a maximum payout available for any single item, and for many expensive items (e.g. jewellery, art or curios) the item will not be insured unless it is separately listed upon the policy. In order to avoid being caught by this you should familiarise yourself with the cap on your policy and the terms and conditions of your policy and ensure that any items which need to be listed separately are.

In the event that you believe that you have been treated unfairly or misled then you should contact your insurer to ask why your payout has been limited, as you have the right to appeal. resolver recommends that you submit your concern in writing, and resolver can assist you in submitting, recording and reminding you when and who to escalate to. You should retain a copy of the letter, and send all correspondence by recorded mail. Details of how to make a formal appeal will be found on your policy documents, or on your insurer's website. Otherwise, a last resort is to contact the Ombudsman, which will act as a mediator in your case. resolver recommends that you submit your concern in writing and resolver can assist you in submitting, recording and reminding you when and who to escalate to.

Resolver can help you resolve this issue quickly, free of charge and without the hassle. We can also help you with the next step of writing your complaint. Click on the link below to create your email.


If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your supplier, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 9 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.

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