EV
Estelle V
1 reviews | Active since Oct 2020
30 Apr 2021, 20:56
Damaged goods, no response to claim
Damage occurred to some of my goods shipped by BIR from South Africa to the UK. This is not the issue, as damage was limited to a few goods, but more the fact that I’ve been trying since end of February to get feedback from them for the claim I’ve lodged for those items that did break.
No service or feedback at all. Keep saying that they will be meeting with the underwriter (apparently Hollard) and provide feedback on the claim. No idea if there was even insurance in place, given the evasive responses so far. And full premium was paid.
Helpful (0)
Replies (3)0
Replies (3)
British International Removals's replyOfficial
02 Dec 2021, 15:34Good day Estelle
Thanks for sharing your experience.
Since your claim was settled during May 2021, the issue has been taken up with the FSCA.
Thanking You
BIR Sales Support
Thanks for sharing your experience.
Since your claim was settled during May 2021, the issue has been taken up with the FSCA.
Thanking You
BIR Sales Support
British International Removals's reply02 Dec 2021, 15:34
Official
Good day Estelle
Thanks for sharing your experience.
Since your claim was settled during May 2021, the issue has been taken up with the FSCA.
Thanking You
BIR Sales Support
Thanks for sharing your experience.
Since your claim was settled during May 2021, the issue has been taken up with the FSCA.
Thanking You
BIR Sales Support
British International Removals's replyOfficial
21 Feb 2022, 17:49Dear Estelle
We are always saddened when there are breakages in a shipment. As we do not have any authority over the Insurance Companies, we, like you have to go through the processes.
I do believe your claim was subsequently settled and paid out for the minimal breakage that you did experience.
It would be very kind of you to update your review to resolved, in order to finalise this issue.
We wish you and your family the best in your new surroundings.
Kind regards
Team BIR
We are always saddened when there are breakages in a shipment. As we do not have any authority over the Insurance Companies, we, like you have to go through the processes.
I do believe your claim was subsequently settled and paid out for the minimal breakage that you did experience.
It would be very kind of you to update your review to resolved, in order to finalise this issue.
We wish you and your family the best in your new surroundings.
Kind regards
Team BIR
British International Removals's reply21 Feb 2022, 17:49
Official
Dear Estelle
We are always saddened when there are breakages in a shipment. As we do not have any authority over the Insurance Companies, we, like you have to go through the processes.
I do believe your claim was subsequently settled and paid out for the minimal breakage that you did experience.
It would be very kind of you to update your review to resolved, in order to finalise this issue.
We wish you and your family the best in your new surroundings.
Kind regards
Team BIR
We are always saddened when there are breakages in a shipment. As we do not have any authority over the Insurance Companies, we, like you have to go through the processes.
I do believe your claim was subsequently settled and paid out for the minimal breakage that you did experience.
It would be very kind of you to update your review to resolved, in order to finalise this issue.
We wish you and your family the best in your new surroundings.
Kind regards
Team BIR
EV
Estelle V's updateReviewer Update
21 Feb 2022, 19:40Yes my minimal breakage was resolved but the point remains that I waited for a few months to get a response. I also do not believe that my complaint at Financial Services Conduct Authority was satisfactorily resolved. It goes against the conduct standards of the insurance industry not to disclose the policy wording or even underwriter to a customer that takes out insurance. It is opaque and unfair to the customer. I only got a response from BIR because I uncovered by accident who the underwriter was and approached them directly. Clearly I was quite lucky with minimal damage, but the communication and disclosure from BIR was non-existent. The point is transparency and fairness and providing customers with the service and peace of mind that they deserve.
EV
Estelle V's update21 Feb 2022, 19:40
Reviewer Update
Yes my minimal breakage was resolved but the point remains that I waited for a few months to get a response. I also do not believe that my complaint at Financial Services Conduct Authority was satisfactorily resolved. It goes against the conduct standards of the insurance industry not to disclose the policy wording or even underwriter to a customer that takes out insurance. It is opaque and unfair to the customer. I only got a response from BIR because I uncovered by accident who the underwriter was and approached them directly. Clearly I was quite lucky with minimal damage, but the communication and disclosure from BIR was non-existent. The point is transparency and fairness and providing customers with the service and peace of mind that they deserve.