Lexus Rx300 Broken Into - Insurance Company Refuses To Pay Out

[bbmcflurry]

Hi

My parents Lexus RX300 was broken into and the thieves smashed the centre console display, the insurers are refusing to pay out as they say their engineer can't see any evidence of a break in (No damage or smashed window)

Their Lexus is a 52 plate 2002 Lexus RX300 and they are positive the doors were locked when it was left.

Has anyone ever had this happen to a Lexus RX300 or know any ways it could happen to go back to the insurance company? They basically asked me to prove how someone got into the car to which I replied I didn't know as I am not a burglar or a car thief, I was slightly annoyed with them at the time!

The only other relevant piece of information I can think of is the remote key doesn't work so they lock the car from the drivers side door lock with the key and when they discovered the theft the Battery was dead on the car.

Any help would be greatly appreciated!

[rayaans]

This is a tricky one im afraid. The fact that the alarm didn't go off indicated that there was technically "no break in" so to speak. Either the car wasnt locked properly or the thieves had a key.

Your best bet is just to argue with them as much as possible and hopefully, your parents or neighbours have CCTV so can prove it was a break in in some way or another.

[steve2006]

I would seek professional advice from a solicitor specialising in these matters, there is the Financial Ombudsmen Service who will look at any complaints regarding insurance companies but they will only act once you have appealed a decision with the Insurer's themselves.

Think about it there are individuals out there with the capability to get in most cars without making a mark on them, the AA and RAC can get you into a locked car with the keys stuck inside at the roadside as can the dealers.

The fact there is no clear evidence of forced entry does not necessarily mean the car was left unlocked so you have the benefit of doubt, you can't disprove it but there again the insurers can't prove it 100% either.

[bbmcflurry]

Thanks for the updates guys, I am not sure of the insurance company & repairers competence anyway - they were quoting about £2,000 to replace the navigation screen, but it is a non-navigation model and as far as I am aware they are 2 different screens?

Would anyone know if it easy to get hold of a replacement non navigation screen and whether fitting it is easy?

Thanks in advance

[jonthebarber]

Hi

Don't want to Sound stupid ! But why break into the rx to smash the screen ??? It doesn't add up , I am not surprised the insurance company are dragging there heels on paying out , especially as there is no evidence of a break in !

Jon

[bbmcflurry]

Hi

Don't want to Sound stupid ! But why break into the rx to smash the screen ??? It doesn't add up , I am not surprised the insurance company are dragging there heels on paying out , especially as there is no evidence of a break in !

Jon

They stripped the car of everything that was in the glove compartment and the centre armrest, their haul amounted to a set of caravan keys, a chamois leather and the felt bottom of the centre armrest compartment, I believe annoyance that there wasn't anything else worthwhile in there stealing.

In reply to the question if they didn't smash the screen that would mean I did it for an insurance payout, the screen was working perfectly, if it hadn't been I would have been asking questions on a forum such as this about how easy it would be to replace it and where can I source the parts from....

This insurance company flatly refused to even consider replacing the caravan keys with an alarm fob on them as I should claim that on my 'house insurance' My parents do not have cover for items out of the home, but this insurance company didn't care, that is some insight into the minds of Hastings Direct insurance company.

On a side note if anyone is ever thinking of using them, this claim was logged with them on the 22/12/2013 I have had to call them every day since about the 25/01/14 to push them along, their level of incompetence is staggering. there has been nothing in writing from them at any point, no phone calls form them and I only finally got wind that they will not out on damage to the interior yesterday, nearly 2 months after reporting it to them. The crash repairers sent them their report on 17/01/14 and they apparently never received it, Nor did they receive it the 2nd, 3rd, 4th or 5th times when I chased it and confirmed it had been emailed through. Not once did Hastings chase it up in 2 weeks that nothing was happening.

[jonthebarber]

Arrrh , your original post was a bit light on details about the other damage ! There has been issues regarding cars being stolen/broken into without keys (especially bmws) as featured on bbc watchdog . The cost of the new parts inc the screen could almost right the car off , but as always parts are easily tracked down on eBay , the screen is plug and play and any DIY er could do . Then your good to go :-)

Jon

[vrodman]

Hi

Don't want to Sound stupid ! But why break into the rx to smash the screen ??? It doesn't add up , I am not surprised the insurance company are dragging there heels on paying out , especially as there is no evidence of a break in !

Jon

They stripped the car of everything that was in the glove compartment and the centre armrest, their haul amounted to a set of caravan keys, a chamois leather and the felt bottom of the centre armrest compartment, I believe annoyance that there wasn't anything else worthwhile in there stealing.

In reply to the question if they didn't smash the screen that would mean I did it for an insurance payout, the screen was working perfectly, if it hadn't been I would have been asking questions on a forum such as this about how easy it would be to replace it and where can I source the parts from....

This insurance company flatly refused to even consider replacing the caravan keys with an alarm fob on them as I should claim that on my 'house insurance' My parents do not have cover for items out of the home, but this insurance company didn't care, that is some insight into the minds of Hastings Direct insurance company.

On a side note if anyone is ever thinking of using them, this claim was logged with them on the 22/12/2013 I have had to call them every day since about the 25/01/14 to push them along, their level of incompetence is staggering. there has been nothing in writing from them at any point, no phone calls form them and I only finally got wind that they will not out on damage to the interior yesterday, nearly 2 months after reporting it to them. The crash repairers sent them their report on 17/01/14 and they apparently never received it, Nor did they receive it the 2nd, 3rd, 4th or 5th times when I chased it and confirmed it had been emailed through. Not once did Hastings chase it up in 2 weeks that nothing was happening.

I think it is important that you complain like hell over the service you have received from this insurance company.

I am guessing that as you have posted here then you will also have written a reviews on sites such as Reviewcentre.com ? From what I can see they post replies on Reviewcentre with usually an email link to investigate your complaint.

Also

https://www.moneyadviceservice.org.uk/en/articles/making-a-complaint-about-an-insurance-company

have lots of good advice on how to complain and about getting in touch with the Financial Ombudsman Service.

An hour or two firing off emails and letters can work wonders - a squeaky wheel gets the grease!

Keep us updated on the progress

Dan

[DanD]

As a matter of interest, can your parents account for all their car keys?

I have heard of cases where a house got broken into and the owners did not notice that a ste of keys had disappeared, only to see the burglar return some 3 months later to steal the car.

[bobbyc]

^{I am really sorry to hear about your car and the damage it has suffered. I also had a claim with hastings for my mazda 6 which was written off in a crash and to be honest I can't fault them. very quick and no major issues (the normal under valuing the car insurance trick, which was quickly resolved with supporting evidence). I know this is not the same issue and on one hand I can understand why the insurance company don't want to pay out, but as you have mentioned why break your own console. It don't make sense.}

^{I hope you get some sort of agreement sorted out with them, failing that ask for a final response letter and go straight to the ombusman. although that is a very long process and could take a further few months to get anywhere near a conclusion.}

[DanD]

Another suggestion would be to tweet your story, or put it on facebook. Heard on the radio that you can get very quick and often satisfactory responses to issues through social media because companies just don't want their name associated with negative comments. A lot of large companies monitor social media... I know mine does...

Worth considering.

[littleidea]

When I had my rx300, the remote key didn't work on few occasions. I had to manually locked the car, which means that it was left without any alarm on the road, albeit for few hours. Somebody, could have easily broken into the car. I have not read the full post, but did the police take any fingerprints?? You should contact the financial ombudsman or get a firm of solicitors to process your parents claim.

[ColinBarber]

The only other relevant piece of information I can think of is the remote key doesn't work so they lock the car from the drivers side door lock with the key and when they discovered the theft the battery was dead on the car.

This means the alarm wasn't set, whether that is a condition of the insurance policy I couldn't say.

The console screen is essentially the same for a Nav and non-nav vehicles. The cost is probably correct from a UK main dealer.

[bbmcflurry]

The only other relevant piece of information I can think of is the remote key doesn't work so they lock the car from the drivers side door lock with the key and when they discovered the theft the battery was dead on the car.

This means the alarm wasn't set, whether that is a condition of the insurance policy I couldn't say.

The console screen is essentially the same for a Nav and non-nav vehicles. The cost is probably correct from a UK main dealer.

Hi

Thought I'd give an update and also say thanks to everyone for their advice.

I advised the insurance company what I think happened, was that the Battery drained whilst, we were exiting the car as someone was sat in the car with the lights on for about 20 minutes after parking and then the drivers side door was locled with the key, if the Battery was drained it wouldn't engage the central locking and checking the drivers door was locked we walked off into the house not realising the other 3 doors were unlocked.

Given this the insurance company changed their mind, it may also have had something to do with posting a review on reviewcentre as advised here and speaking to one of their public relations team who has been looking into my grievances with the whole claim. The car has now been declared a total loss as to replace the screen and the damage to outside was about £5-6K They never told me exactly how much.

My parents will be picking up their replacement next Saturday a Lexus RX300 2004 SE-L in Dark Grey and they are very happy with this.

Again just wanted to thank everyone for their help.

[steve haley]

There is one possible contributing factor here. I think if you lock the door with the key the alarm is not enabled nor are the deadlocks engaged. When you lock with the fob you should always press twice the first locks and arms the alarm the second engages the deadlocks which means it is impossible to open the doors even from the inside.

Not what you wanted to hear but ....

Rods

Stephen

[vrodman]

Good to hear BB

Hastings Direct are certainly cheap (£233 for me and the missus, fully comp) and they do generally get a good review, however.... it has to be said that about 90% of the reviews aren't worth a carrot as they are from people who have simply purchased their insurance from them but not had any reason to use them, so of course they are going to be good... at taking the premium !!

The only reviews worth reading are the ones where people have had cause to use their services (such as yourself). I think, in fairness to HD though, it's important to remember that people are far more likely to report a bad experience than a good one.

So, did they respond to your bad review on Reviewcentre? Did it galvanize them into a flurry of activity... or did you still have to haggle like a demon to get anywhere?

Dan

[peter2000]

Today Nov, 7th, 2014 right after midnight burglar got in to my car without any force entry.

Reviewing my cameras i discovered burglar used some kind of electronic device (very amall, like remote control) and opened my car in less than 5 sec.

What I did see on video was very inerresting.

Firs when he werified doors are locked, he removed from hid packet small device and in fiew seconds later I did see my dome lights inside car come ON, but my marking lights (what always flash after I use remote to oeprn) did not flashed.

Right after burglar opened dorrs and he did his burglary job.

When I call police they couldnt believe me because there was no signs of any kind of force entry.

police officer immidiately changed his mind aftre wieving vido of incident.

I hope so this vill help a lot of RX300 owners to solve mistery of their car burglary.

If anybody is inerrested to see video of it, I can provide it upon request.

Remark:

Same guy did verify if my doors on other lexus GS400 (year 2000) are locked. But he did not used this magic device to even try open doors on that car.

This making me speculate, that he was targeting RX300 only for his divice compatibility or something else.

[Boxbrownie]

Thats a worrying turn of events.