Thanks for the reply. I cant find the advert but i have sent them a photo of me wearing it and because im an architect i do house extension drawings for cash in hand. I have confirmed 2 different clients with cash amounts to my insurance. It was this money i used to buy the watch. The insurance havent even bothered to verify it. They have clearly made their mind up. I dont understand why they changed their mind after paying out interim payments. It is not new information that has suddenly come to light.
I have only made a genuine error and tried to rectify it. I have not gained anything by my mistake.

Rolex watch claims always ring alarm bells with Insurers as they tend to get a lot of fraudulent claims involving Rolex watches and the receipt being in the box along with the change of story would have also rung alarm bells.

I would recommend you try to find the advert and / or get proof you withdrew the money from your bank or other proof of the money (I assume you paid cash). This will help you case considerably with the FOS.

Any photographs of you wearing it will also go a long way with the FOS

tyramhall:T What are the chances the fos will favour on my side?

From what you have said, you have a good chance. You should submit your complaint to the FOS and ask whether they can give this matter their urgent attention in view of your circumstances.

Huckster

Thanks for the reply huckster. Ive tried to trace any transaction details without any joy. I bought it approx 2 years ago now. All i did was make a mistake on the call. If it was fraud then i wouldnt have made a mistake. I probably would have got a fake receipt etc but i didnt. The police investigated the case at the start and have closed the case. Its as if my insurance have totally dismissed the photo i sent them at the start of my watch. The fraud investigation at crawfords investigated at the start and then recommended settlement. For some reason they have now changed their mind.it feels like they are now looking for anything to kick my claim out.
What are the chances the fos will favour on my side?

tyramhall:

They are basically accusing you of fraud( a criminal act) because of the watch purchase confusion. If they suspect fraud they can stop payment of the rest of the claim and may also request return of the money they have so far paid out. They could also report this to the Police, if they were sure that a criminal act had taken place.

If you purchased the watch from Loot, can you obtain a record of the advert/transaction? If from a friend can they provide any information to help?

I think if you go to the FOS you have a good chance of success, due to the way Insurers have dealt with the claim.

In the meantime you should also think about getting some legal advice, perhaps from Citizens Advice.

Huckster

Hi everyone,

Im after some advice now as I just cant believe what is happening to me. I got burgled last year and as well as taking all my valuable contents they also trashed my house and flooded it.

They put me up in rented accommodation for the first 6 months whilst my claim was on going. During this time they issued a £5000 interim payment to start building works and also paid an interim payment of £1760 towards my fishing equipment. Everything seemed to be going ok although a little slow. Around april time the insurances loss adjustor retired and a new one took over. I was told that no further monies would be paid out for contents until he had looked at my file. my term on the flat expired and was told that they would not pay the rolling monthly contract, this only gave me one option. to move back into the house without a kitchen etc,,,,,

Now after 9 months they have kicked out my claim because of a recorded telephone conversation I had with one of their suppliers. This telephone conversation took place a week after I was burgled so obviously my mind was totally unfocussed as this was the first time I had ever been burgled. In the recorded message they claim that when I am asked where did I purchase my rolex watch I said from a friend. My watch was kept in its box so therefore my receipt was inside it. It was a special watch that I didn’t wear too often and due to this I never had it serviced or registered. It was purchased second hand for £1800. that same week after the conversation I was asked by the insurances loss adjustor to compile a list of all my stolen / damaged items and put an approx price next to each item to replace. This I did immediately and sent off. It was when I was doing this list that I confirmed I had actually bought my watch from a seller from the loot and not my friend. I must have got confused because other items of jewellery were purchased from a friend and a family member. I sent in a photo of me wearing my watch to prove I had it.

They are basically kicking out my claim because of the discrepancy on the recorded message. They say they do not believe I ever owned my watch even though I sent a picture to them and due to this my whole claim was being refused.

As I have always said to them, I did not try and deceive anybody or commit fraud as they have suggested. I made an error at the lowest point of my life. Its not like I changed my story so that I could obtain a false receipt or find a mystery seller etc… They have had this recording from the very beginning so it is not as if it is new information. Its only now for some reason they are using it as an excuse not to pay me out. I have got their final decision in writing so have been advised to go to the FOS with it. After chatting to a few people in insurance, they all have said that they should not be able to kick out my claim because of this. If it was such a big deal then why haven’t they just excluded it from my claim? I have also been told that they shouldn’t be able to refuse my building claim. There is approx £7000 outstanding of which I need to upgrade my house. They have said that as the claim has been denied no money at all will be paid.

Please can somebody give me some advice. Im feeling so low at the minute.