Kept in the dark after burglary claim
PUBLISHED: 14:00 20 January 2011
A MUM-of-three whose house was burgled in the summer says she was left in the dark by her insurance company about her claim for months on end.
Kelly Lewis and her family came back from holiday in July to find their home had been targeted by thieves and their TV, laptop, Xbox and Wii had been stolen as well as a golf set, some cash and gold jewellery.
A devastated Kelly applied for a claim through Barclays, her home insurers, which was managed by Crawford loss adjusters.
She said she was told by staff at Crawford that she would be contacted within 21 days but heard nothing – and despite several phone calls and e-mails to them, was ‘fobbed off’.
Kelly, of Lonsdale Avenue on the Bournville, said that apart from a letter she received in November she had no idea how her claim was progressing until the Mercury contacted Barclays – six months after she originally applied for the claim.
She said: “I must have rung them over 10 times and every time they said they would e-mail me but I never heard anything back.
“I sent receipts to the company for some of the things and was told they had never received them.
“They said they had e-mailed me when they hadn’t and I felt completely frustrated.
“I know it takes time to look into a claim but they did not keep me informed at all.
“I’ve been paying £16 a month for nearly two years for this home insurance and I thought to myself ‘what’s the point?’”
After the Mercury contacted Barclays, Kelly received an e-mail from Crawford and her claim is now being processed.
A spokesman for Barclays said: “We apologise if our level of customer service has fallen short of our customer’s expectations on this occasion.
“Whenever a claim is submitted it is necessary to investigate the circumstances thoroughly and sometimes this can be a lengthy process, at what is for many customers a difficult time.
“We are pleased to say our customer’s claim has now been resolved.”