Insurance company playing with words?

chica123

Site Supporter
Jul 14, 2010
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Niagara region
#1
HI there. This question doesn't necessarily have to do with trucking insurance. I just called my credit card to initiate a claim for a pair of new glasses that was lost or stolen on an airplane. I have all the proper documentation. It looks like insurance companies are playing a game called, "Playing with Words". I did not see an actual person take the glasses as I was asleep for most of the flight. It is possible they were stolen is one scenario ( they were brand new Ray-Ban's with a prescription). It is possible that they fell out of my bag and were left on the airplane is the other. The airline has not located them. In which case, they were lost. My policy covers lost or stolen items. Now it seems that the insurance considers something "lost" if you know where it is, but can't get to it. ?????Huh???? She said if I was in a boat and dropped them in the lake but couldn't get to them at the bottom of the lake they would be "lost". Those were her words. She said my glasses however, "mysteriously disappeared" ????Huh???? That means I don't know what happened to them. Those were also her words. She said that items that "mysteriously disappear" are not covered. Isn't that the definition of lost, I asked, "something that cannot be found"? When something goes missing and you don't know what exactly happened to it? Am I going nuts, here? At any rate, I asked her to send me a copy of the policy with the definition for both terms, and she said they don't have any definitions. Huh???? So do they go by the definition in the dictionary, or what? Or they leave each case up to the interpretation of the claims aduster and the mood they are in that day? Sorry for the ramble, but it just sounds to me like a made-up way to deny claims. Anyone have a similar experience?
 
Likes: dad2andrew
#2
Morning, chica 123!

First of, sorry about your disappeared Ray-Ban..
Secondly, if at any time during conversation with any CSR , I feel uncomfortable or being in the position taken advantage of, I ask to talk to supervisor or person in charge.
Always use rule of a three NO..
Good luck, by any means, eh...
 
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Salma

Well-Known Member
Jan 16, 2009
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259
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#3
HI there. This question doesn't necessarily have to do with trucking insurance. I just called my credit card to initiate a claim for a pair of new glasses that was lost or stolen on an airplane. I have all the proper documentation. It looks like insurance companies are playing a game called, "Playing with Words". I did not see an actual person take the glasses as I was asleep for most of the flight. It is possible they were stolen is one scenario ( they were brand new Ray-Ban's with a prescription). It is possible that they fell out of my bag and were left on the airplane is the other. The airline has not located them. In which case, they were lost. My policy covers lost or stolen items. Now it seems that the insurance considers something "lost" if you know where it is, but can't get to it. ?????Huh???? She said if I was in a boat and dropped them in the lake but couldn't get to them at the bottom of the lake they would be "lost". Those were her words. She said my glasses however, "mysteriously disappeared" ????Huh???? That means I don't know what happened to them. Those were also her words. She said that items that "mysteriously disappear" are not covered. Isn't that the definition of lost, I asked, "something that cannot be found"? When something goes missing and you don't know what exactly happened to it? Am I going nuts, here? At any rate, I asked her to send me a copy of the policy with the definition for both terms, and she said they don't have any definitions. Huh???? So do they go by the definition in the dictionary, or what? Or they leave each case up to the interpretation of the claims aduster and the mood they are in that day? Sorry for the ramble, but it just sounds to me like a made-up way to deny claims. Anyone have a similar experience?
Sounds EXACTLY like an insurance company to me! No matter how stupid they may sound, their objective is to deny, deny, deny! Playing with words, interpretation of terms with no clear definition, talking nonsense in circles, etc...
My advice is to keep on top of them and demand to speak to a supervisor or someone above the adjuster. In my experience, you basically have to "tear them a new one" before you get anywhere. Sad but true!
If your policy states "lost or stolen" then they have to accept your claim. Unfortunately these people don't understand common sense and rationality, they only understand rudeness and screaming at the top of your lungs until they give in.
Credit card companies are the worst! Call them every day and if they deny the claim, keep appealing over and over. Even threaten legal action if needed.
I know it takes a lot of time and energy to deal with these people so good luck and let us know what happens.
 
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chica123

Site Supporter
Jul 14, 2010
679
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Niagara region
#4
It seems like their tactic is to discourage claims from being filed. Now I am left with the tricky task of determing the exact language to use when I fill out the paperwork. But not knowing their defintion for "lost" and "mysteriously disappearing", I am not sure what the heck to put.
:)
 
#5
It seems like their tactic is to discourage claims from being filed. Now I am left with the tricky task of determing the exact language to use when I fill out the paperwork. But not knowing their defintion for "lost" and "mysteriously disappearing", I am not sure what the heck to put.
:)
Well, just tell them NOT TO INSULT YOUR INTELLIGENCE, EH..
Should work.
 
Likes: chica123
May 26, 2017
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#8
Lol Rob, good call. A dear is different from the OP (and typically handled as a comprehensive claim... not at fault, but in the world of trucking insurance they only care about dollars in, dollars out).

Chica123 PM me, send me over the policy wordings and I can guide you. The more I work in this industry the more it disgusts me how insurers play “insurance double talk”. There is no common sense anymore. I’m happy to help out if it means your claim getting paid.