Case study Burglary – reduced settlement offer due to insufficient evidence

What happened

The M family discovered that their home had been burgled, while they were on holiday. Among other things some valuables had been stolen.

After the family reported the damage to their household insurance, it offered to pay a reduced lump sum because hardly any receipts for the stolen items had been submitted.

Dissatisfied with the insurance company’s offer, the family complained to the Insurance Ombudsman, saying that the damage suffered was much higher.

Outcome of Ombudsman investigation

To begin with the Ombudsman Office explained to the family that they must provide proof of ownership and value of the stolen items.

It is not always easy, though, to provide such proof of ownership. We therefore advised them to look for old receipts, credit card payments, warranty certificates, certificates of authenticity, jewellery valuations or an estate inventory.

The M family was thus able to provide proof of the suffered damage. After we contacted the insurer, it offered to settle the claim for a higher amount.