Halifax refused to pay when burglars took my mum’s antique jewellery
I MOVED my 97-year-old mother’s home and contents insurance to Halifax some time ago.
She was admitted to hospital twice in August and again in September, during which time her house was unattended, although myself or my sons tried to call in most days.
She was then admitted to a care home temporarily, until shortly before Christmas, when she returned home.
One evening in November, her house was burgled. The next day, I found broken glass in her rear French doors, ripped blinds behind the doors and security lights torn from the wall. The contents of every drawer, cupboard and bureau were strewn on the floor.
Many small pieces of jewellery handed down from her mother were stolen — all were more than 100 years old and of great sentimental value. I researched the monetary values online, because we had no idea, and gave a list to the insurer.
I was initially told its inhouse jeweller would advise if the values were acceptable. Halifax then asked for receipts or valuations, which we obviously did not have. Nor did I have photographs.
My claim was rejected on the basis that small items of jewellery are ‘high risk’ for burglaries and should have been declared when the policy was taken out.
How many people declare all of their smaller value items on their home insurance and have photos and receipts or valuations, particularly when the pieces are family heirlooms?
My valuation amounted to just under £700, which I thought was a very modest claim.
A. D., Bedford. Firstly, my commiserations on what must have been a shocking experience at a stressful time.
your letter raises several important issues. We are used to declaring separate high-value items, making sure we have enough cover for all our contents and taking added cover for those we take out of the house — known as ‘all risks’ in industry jargon.
But the idea that we must separately take cover for highrisk items, which are deemed to be those most likely to be stolen, strikes me as absurd.
What on earth is home contents insurance for if it isn’t to protect the things that are most likely to be stolen? yet Halifax tells me this claim was rejected because you failed to tick a box selecting high-risk cover.
i am told that high-risk items ‘refer to portable belongings that could be considered more attractive to thieves. this could include items such as televisions, laptops, tablets, mobile phones, computers, jewellery and cameras’.
so what thief is going to target non-portable belongings?
i went back to Halifax several times on this because i could not believe it was correct. But, according to what i was told, if you fail to tick the right box, Halifax home insurance will not cover your tV if it is stolen!
David rochester, head of underwriting at Halifax home insurance, says: ‘it’s important to have enough cover to protect your “high-risk” items, as these possessions are more likely to be targeted by burglars due to their value. they may also be of greater sentimental value.
‘this may include belongings such as jewellery, tablets, smartphones, ornamental clocks or works of art. think about how much it would cost to replace these things today, and select the level of cover that is most appropriate based on this.’
Halifax says it is made clear to customers when they take out a home insurance policy what highrisk item cover is and the risks associated with not taking it out. its approach in your case indicates that even a little piece of costume jewellery, such as a £20 brooch, would need to be photographed and receipted — something i find utterly bizarre.
the good news is Halifax has apologised for your experience. Although it maintains it was correct to decline the claim, it will make a £680 goodwill payment.
there are two more general points here. the first is that you should tell an insurer if a home will be unoccupied for a lengthy period — usually more than 30 days. the second is the problem faced by children helping their parents with finances.
Before sorting out their insurance, you should have a full discussion so you both understand what needs insuring. And i would speak directly to the insurer
rather than buy online, so the insurer knows you are acting on behalf of a parent. I MOVED to Utilita Energy last July. I explained that I expected a bill every three months, but I have yet to receive one.
I have asked both my previous supplier and Utilita to move me off the Economy 7 tariff because it does not benefit me, but nobody seems to be listening.
A. R., Kent. Economy 7 is a two-tier tariff with lower rates overnight and higher ones during the day.
it was popular with people who had storage heaters, which were supposed to heat up overnight to distribute their heat in the day. my experience was that, by 6pm, you were shivering and reaching for a thick woolly and a heater.
Back to the point: Utilita says it was given incorrect information about your meter by your old supplier, but acknowledges the errors could have been rectified sooner and is investigating why this didn’t happen. the changes have now been made, so you are not on Economy 7, and Utilita says you were not financially affected.
A spokesman adds: ‘We pride ourselves on excellent customer service and we are genuinely sorry that we did not maintain our very high standards.’