On a recent trip to Las Vegas i was…
On a recent trip to Las Vegas i was pick pocketed whilst out walking on the strip. My keycard for the hotel was stolen ( warning DO NOT KEEP your keycard in the wallet provided by the hotel) the thief/thieves cleared our room of some expensive electronic gadgets. Hotel security and police attended and we were able to show them live tracking of our stolen items. Unfortunately they wouldn't try to find them and advised us not to try either. Fortunately I had ticked and paid for gadget cover so I contacted LesiureGuard (my insurance company) and they gave me the Taurus link for the Gadget cover, We sent in details of our claim on the 8th July. On the 10th July I received my first response. Taurus : asked several questions about the circumstances, including did the police attend, was there any sign of forced entry etc. They finished with the line - Upon receipt of the documents, we will aim to approve your claim within 2 working days. Despite the 2 reports from police and hotel security Taurus said the claim probably wouldn't go through as there were no signs of forced entry. They asked me for screenshots of the Findmy ap, receipts for the items, the original boxes they came in along with serial numbers etc. They told me the claim would take longer due to them being expensive items. (why would I take out extra insurance for cheap items?) Despite the fact I'd sent the hotel security and police reports over 3 times they asked for further clarification as neither report mentioned my key being stolen. on the 26th July Taurus emailed me with : 'Please also be advised that your policy excludes theft from accommodation where there is no evidence of forced entry. We are happy to consider your claim; however, you will need to provide evidence that your access card was stolen from you.' We had to contact the LVPD and the Hotel to ask them to state that my keycard had been stolen in writing which of course they couldn't do. They could only bear witness to what they saw which was overwhelming evidence that someone had entered the room with a key which was no longer in my possession. To keep this as brief as I can several emails were exchanged including a request to speak to a supervisor as we were not happy with the way the claim was being handled. Eventually I was told the claim had been forwarded to a senior claims handler. I was then informed that the claims were limited to £1000 per traveller and as the apple mac (£2500) and ear buds (£160) were in my name my settlement figure was £1000 and the iPad in my wifes name was valued at £364 giving a total settlement of £1364. On Tuesday 18th August I received a payment of £1000.00 (note to self ... read the small print) I emailed to ask for a clarification of the paymet and am still awaiting a reply. Thursday 20th August some 6 weeks later. But to be fair they have sent me 2 requests to rate their service. So here it is.