Insurance Claim For Reimbursement Of Hotel Expenses.

[Mampara]

A friend hired a campervan to drive along the Garden Route in South Africa.

While parked, fully secured, when they were out shopping the van was broken into and some important possessions stolen. A claim was submitted for the effects but the Insurance company has rejected the claim for emergency hotel accommodation costs. The damage to the van was such that my friend and his family felt unsafe continuing to sleep in it and checked into a hotel for three days while they applied for obtained emergency passports and air tickets.

My suggestion to him was to ask the Insurance Company just what they were supposed to do! Any advice on the legal aspect would be very welcome.

[factor-fiction]

Did the policy include cover for hotel costs in such cases?

[DJHawkes]

maybe a close reading of the precise wording in the policy that outlines the authorisation procedure needed before any emergency accomodation can be taken (on the expectation it is covered by the policy) would be the first step.

[Mampara]

Thanks to you both.

My understanding is that the policy didn't specifically mention these circumstances but said that a police report should be obtained as to the condition of the van - which was done & submitted upon return to UK.

[rockyracoon]

How one feels safe is subjective, someone else might have slept in there no problem so I don't think the insurance company are at fault IMO, unless of course it was uninhabitable which is different all together, perhaps if they couldn't lock the door or windows were smashed they'd have more cause for complaint. What did the rental company say about the damage, would they back your friends up?

[Mampara]

Thanks Rocky - our posts crossed.

The unit was uninhabitable as the door had been kicked open and windows smashed.

[rockyracoon]

I'd be reading the fine print of the policy and persuing it in that case. They might say that the rental company should have supplied a new vehicle, if they offered one then I'd say your friends haven't a leg to stand on. This is all my totally unprofessional, uneducated opionion by the way :-)

[Mampara]

I'm not too optimistic they are going to get anywhere but I said I'd ask the
wise people on Abank.

[EDDIE51]

If the van really was uninhabitable then the insurance should cover hotel expenses until the van was repaired or a replacement supplied. Get back to the insurance company and complain to the head office, if that does not work contact the insurance ombudsman .