Broker doesn't have their clients interests first.

WORTH THE READ. ESPECIALLY IF YOU'RE A PHOTOGRAPHER OR VIDEOGRAPHER

Last year on the 27th November, about 90% of my gear (+/- R400 000 worth) was ****** out of the car I was driving, due to them cloning the car key. Here’s a record of what transpired since then, to hopefully help some other people and specifically photographers/videographers to not have the same happen to them. In our industry we pretty much always have our gear with us, whether it be in the car or on us. When I parked that Sunday afternoon at Blueberry Square in Honeydew, myself and the family had just come back from a shoot. Now usually I don’t leave my gear in the car, whenever possible, but here it wasn’t possible to take it all out with me, while we were having lunch. I then made sure the two camera bags were stowed away under the rear seats, out of sight and with very dark tinted windows. The car I was driving on the day, had keyless entry, so while leaving the car, I made sure to press the lock button twice and could hear the doors lock and saw the orange lights flicker, indicating by all normal means that the car was locked. I also made sure to park quite close to the restaurant we were eating and it was also right by multiple security cameras in a very visible place. When we came back to the car, we realised the entire car had been emptied. I had no idea how this had happened at the time. We went straight to centre security that just said to us, they can’t access cameras at the time (16:00-16:30) but we would have to come back in the morning. We went home in total shock, and I immediately informed my broker (Intersure) and insurance (Bryte) what happened. The very next morning I went back to the centre and requested to view their footage. We were let in the control room, but I was quite shocked when I saw it was quite a mess. There were loose/broken cameras and wires on the floor and most of their cameras didn’t display anything on screen. They blamed this on loadshedding, but this centre has automatic generators for the entire centre, so loadshedding wouldn’t affect them. I also feel that as a big centre you should have your own backup solution. Anyway, the said they would have to get back to me later. Eventually that afternoon they got back to me and just said that their cameras only recorded up to 7am the morning of my incident. There were multiple cameras where I parked, owned and operated by the centre, so it was quite convenient for them that none of them recorded. If I was an owner of one of the shop in that centre, I would be quite concerned about the safety of myself and of my patrons if this is the way that the security company on site operates. Luckily, the manager from McDonalds as well as Hussar Grill was very helpful and both provided me with footage from their cameras, that clearly showed what happened. Reviewing this footage multiple times, I could then see that two cars followed us into the parking lot. One guy jumped out behind us and had a suitcase of sorts with him and stayed very close to us, just a few cars away. He must’ve been trying to clone the key. He also moved past us at one point and stood two cars away on the other side. You can then see us walk away and can see the orange lights of the car flicker, indicating that it was locked by all accounts. A few seconds after that, you can then already see a guy from the other car, that comes to the car and on the edge of the camera you can see that he gets inside. You see the car lights come on, indicating that he might’ve tried to ***** the car. This happened twice and then he gets out, the other car pulls up, they open the rear doors, load all of the bags and they’re gone. Bags were under the rear seats and windows were tinted very dark, so it wasn’t visible from the outside) During all this, on another camera angle, while the first guy was in the car, you could see that one of the car guards runs to open a disabled parking for the second car, then chat with him for a while and the driver never gets out of the car. Then he lets the car drive off again, where he drives to our car where they load the bags and disappear. Then the car guard puts the cone back. Also to note, when he parked that same car guard was by our car, but not once asked if he could look after our car. Strange as you normally get harassed almost as soon as you get out of your car. I then put in my claim with my broker and insurance company and gave them all the info possible. Exactly how it happened, the video footage which I made the effort to go get myself and the police case number. They eventually sent out an assessor which asked me all the necessary questions, but didn’t even bother to inspect the car properly, only giving it a quick 10 second glance. A while after this, my broker came back to me, and simply said the insurance wants to settle my claim for R18000, yes R18000, on a +/- R400 000 claim. They had a clause in my policy which all insurance companies have about jamming/cloning, but they don’t all have the same wording. In my policy they said that: Should theft not be accompanied by forcible and violent entry or exit from such vehicle, we will pay provided that: a) the items are individually specified in the schedule, and cover is limited to 75% of the specified values b) the insured will be responsible for an additional first amount payable of 10% of claim subject to a minimum of R500 c) the Company’s total liability under this extension shall not exceed R20 000 No mention of whether having footage/proof or not would affect it. Now although that’s still a big loss, I would’ve accepted that outcome of R75000. They then had another confusing clause right at the end that said the total liability should not excess R20 000, which I had no idea what they meant. My broker knew that I always had my gear with my most of the time and I trusted them to provide me with the best, most comprehensive cover, as they know what all these wordings mean and a layman like myself doesn’t. That’s the whole reason you go with a broker, instead of direct, so that they can look after your specific needs. My broker should’ve advised me that this policy didn’t cover me adequately but they happily sold me this policy and took my premiums each month. I mean why in the world would a policy worth almost R500 000 of specified items ever have a R20 000 limit. That just doesn’t make sense. Anyway, when they offered that settlement of R18000, I didn’t accept it of course. What also disappointed me was that my broker just sent me that settlement to sign, and didn’t even say, we can’t accept this, or we need to fight for more. Since my gear was ******, I had searched every online platform for it with no luck. On the 10th of Jan when the insurance after asking them to reconsider and that this was my whole business and livelihood still didn’t even budge at all, and just kept with their R18000 settlement, I was devastated. Just to backtrack a little bit, since all of this had happened, from day one of my gear being ******, Sony Alpha SA / Premium Group – Eslie Basson, Herman Mostert and Burger Terblanche had given me a kit to use until my insurance was sorted. Never in my life, since 2007 when I started had I worked with people and a brand like this. People that are there to help you out in your biggest time of need, no questions asked. I can never repay them for their kindness and humanity throughout this impossible time. But what I can do is make people aware of why they are the best. Sony is an amazing product and the people behind it, even more so. Thank you! So back to my pitiful settlement. That same day I was given the insurance’s final answer, I knew I had to now go and spend money I don’t have to get more gear. I had already bought an A7Siii with the December specials, but needed a second body as well. I went onto a well known online website/reseller with the aim to buy a 2nd hand A7IV. I then spotted they had an A1 body, 24-70 F2.8 GMII and 70-200 F2.8 GMII lenses amongst other things for sale. I found it a bit odd as these two lenses had just gotten on the market and why would someone already sell them and make such a big loss. I then matched the serial numbers of those three items, as well as my A7IV that was ******, sent them a mail with all the proof and by the biggest miracle ever recovered all four items. I still can’t actually believe that it happened, but through this I recovered most of my big ticket ****** items, which had travelled across the country and was sold to the shop by a well known photographer. I don’t even want to go into what I think about that. I still lost multiple Sony batteries, expensive bags, drone, Go Pros, Insta360 etc but I can live with that. So throughout all of this above, please, please, never leave your gear in your car, unless you really have no other choice. But more than that please go through your insurance policies with the finest detail possible, as in my case it clearly showed, you can’t just trust that your broker has your best interests at heart. That being said, I have of course moved my insurance. I’m now with Efficient Insure with a Hollard policy. They also have a jamming/cloning clause in their policy, because its such a common occurrence in South Africa, but there is one big difference. In their policy wording, if you get jammed/cloned and there is no visible signs of damage to the car, but you have any video evidence whatsoever showing that you were jammed/cloned, they still pay out the full 100% of your specified items, which is a much more reasonable and respectable clause to have. Only if you have no evidence whatsoever, do they also only pay out a small amount. Most places we park these days though have multiple cameras, so the chance of having no video footage is very small. If you do see a place with no cameras, just rather don't park there, or take your gear with you. So in my case, where I had full evidence from more than one angle and source, I would’ve had full pay out, if I was with Efficient Insure and Hollard, and not my old broker and insurer. Thanks for reading.