As you know my bike was stolen. My insurance outsourced the claim to another company; it looks like they think my claim is fraudulent and I need to go though the psychological tests and cognitive interviewing. May I refuse to do this? also because I think this will delay my claim. Would they be happy if they get the CCTV footage (I saw it from the director of the management company (he did not give me a copy because of data protection), and a copy will be given to the Police)?
thanks
Eman
also: what is the time frame in which the claim should be resolved?
If you refuse to assist the insurance company may refuse to pay out citing your lack of co-operation as a reason, just go along with it, as has been mentioned, get all your info together before the interview, and mention to them about the CCTV
Also claim for lost time off work due to the test . . . If they want to play silly buggers thgen let them pay for it too. I’d also state in writing that you do not recognise any of the tests and your claim stands regardless of the results.
What steve said put it in writing and keep a copy for yourself stating that due to taking time of work you will submit a claim for a days loss of earnings plus costs to get to the place see what they say, good luck with it
I’ve never heard of this before. Does it appear somewhere in the small print on your insurance policy that you would be cross-examined in the case of a claim? I doubt it. And why exactly do they suspect fraud? Personally, I wouldn’t stand for this- if they have no evidence that you are making a fraudulent claim then I would tell them to where to get off.
Or… how about agreeing to the ‘tests’ once they have paid out. You can always pay it back if they turn out to be right. Why should you have to do anything and why should you wait for them to investigate something you know not to be true? You’ve paid your insurance premiums in order that you get recompensed if someone nicks your bikes. If I was you I’d be livid at this. I would also change my insurer asap.
sorry it is not a test as I said before, but it is a cognitive interview (they might ask several questions, very similar, I was already asked how was the weather when my bike was nicked, and as you would exempt I will become stressed and angry to be asked unrelated questions ). In any case it is not stated in my policies to do this, but I have been told to do it to speed up the process. Do you believe?
I’ve got a feeling this will be more likely to happen in the future as a lot of thefts are planned. It ain’t fair on the real victims like Em, but as per usual there are to many eejits out there who have ruined things for the rest of us and innocent victims like Em and a few others on here who have had bikes stolen, end up suffering.
I think they’re out of order, but its likely that cos of the nature of the theft…the fact that it was stolen from a secure car park…they’re a little suspect and I can see why.
Get the Police and your insurance company to apply for a copy of the video each. At least then you’ll know its in safe’ish hands. There should be a Police liason officer in your area so pop into your local nick and ask to speak to them.
I’d also have a chat with Rider Support as they may be able to advise you on all this. Their number is: 0208 246 4900. Just tell them Jools, who was side swiped by a Sainsburys lorry and is Dave’s partner, gave you the number. Chances are they’ll remember me cos they certainly remembered Dave’s case which was 2 years ago…which amazed me.
More and more companies are using this technology, especially credit card companies. Many call centres have these, including the government departments when making claims for monies of any kind and many people would not know they have been tested over the phone as they do not need to tell you what tools they use to assess any claim - Usually the only warning anyone would get is the statement that calls may be recorded for training purposes.
IIRC, the system software is a basic version of the lie detector tests but using the intonation of our voices, speed of recall and hesitation.
If you are telling the truth then the system should pick this up, but of course there are exceptions for those very shy, nervous, useless over the phone…
…but I have never heard of a place you would have to visit to take a test - As long as it is at their expense surely as no one would expect you to take time off work.
Good Luck and keep the board informed, its sound very intriguing
When my DRZ was stolen in 2005 I was interviewed by phone by my insurance company. They started out with normal questions and then a few odd ones. I realised they were using voice stress analysis (a bit like a lie detector). I stopped the interviewer by asking them if that was what they were doing. She then hummed and harred and admited that they were. I was happy to continue as I had nothing to hide.
Lets not forget that there are those of our motorcycling brethrin who do commit fraud and this is the price we have to pay. So if your claim is genuine (which I am sure it is) then you have nothing to worry about.
i had one of these when i left my laptop on a train after a drunken night out.
House insurance obviously didnt believe me but i had the test.
took about 45 minutes on the phone.
Asked the same questions 5 times in 5 different ways. I was telling the truth so it was a piece of pish really. They do try to pick wholes in what happened but that was too be expected.
In the end although they found it incredible that i could do such a thing ( be alright if i was a spy or MP thhough…) they had to pay out.
I have a device like this msyelf lol:):) Frankly it is quite pants as there are ways around it… it all depends on your mood and how you feel at that moment, if you have a cold… I tested it and got about 80% accuracy but still…
Surely these devices are illegal in court… are they 100% accurate? If the insurance use this gimmick NOT to pay out… it is just stupid. They should look at all afcts and evidence before they even get to this part. Even lie detectors strapped to you are not 100% accurate.
I’d be wary of the test, what happens if you fail?
I’d send them a copy of all documents, state there was CCTV footage and a ‘draft’ N1 small claims form. If it’s not in your terms for the insurance its unreasonable.
Also deal direct with the insurer only, don’t communicate with the third party company.
This is something I fear we will be seeing more of in the not too distant future.
It’s a well known fact that in times of economic recession the number of fraudulent insurance claims rises at an alarming rate due to peoples inability to keep up finance payments etc.
If you have nothing to hide it shouldn’t worry you too much.
Hi Eman
I think this is standard but they probably dont tell people that its because they dont believe them.
I think I did this in June but didnt realise. They just said it was to check details before they could process my claim. I assumed it was like giving them a claim report but I remember it took about 30min because I had to answer the questions as he asked them and clearly without too much information. I remember thinking that it was odd but clearly he was checking whether what I said came across as genuine.
They wanted to know when I last saw the bike, who else saw the bike that day, when i noticed it gone, what I did when I noticed, what security was on the bike etc. All just standard stuff.
I dont remember the end of the call but think he said someone would call me from the insurance company and I thought it was an odd process. Anyway it all worked out fine and a few days later they offered me more than I paid for the bike.
The honda garage in Edinburgh told me how much to hassle them for and what stuff to say eg about mileage but they seemed quite happy to increase their offer!
I would suggest you do it without making a fuss so you can get back on the road asap. I suppose they are just making sure that people arent lying which is perhaps fair enough in the society we live in and clearly you dont have anything to be worried about. This is standard with credit card losses/fraud too.
Good luck
Anita
whatever… people who do insurance fraud are experts… scammers, and the only eprson who will get the end of the stick is still the innocent. The device is a bunch of balls… if you read up it will tell you how to fool it. If you are calm and have a steady voice it can’t detect ****.
Since I have the device it explains what it looks at, the patterns etc…
Have a look around… besides the insurance will have to prove that you were involved in any way as their lie detector won’t stand in court and you can take them to court for not paying up…
Am I the only one that thinks this is ****?? How long before you get a device to put at the end of your phone to change the voice?? eh??? I bet one is already out there so no stress involved, just slap one of them on your receiver and bang. You can probably do this by using your PC and changing the Voice Pattern while you talk.
in my job as a fraud investigator I have seen a presentation by these guys http://www.digiloguk.com/
they demonstrated the software and it is amazing. it does not not if you are lying but it tells you if you give an answer that needs further investigation. it takes control questions responses from the initial questions such as name, address etc then analyses further answers against these.
they generally pick claims at random, and do the tests over the phone. there was a bit of a debate over what they said they were legally obliged to tell you at the start of the call, but they advised us “as a minimum that companies inform customers who phone in to their call centres that all telephone calls relating to applications and claims may be tape recorded and analysed for the purposes of fraud prevention and detection.”
say for example you were claiming against a house burglary and listing items stolen. you list 20 genuine items and a non existant watch and ring. when you say each item, the genuine ones flash as low risk. when you say a fake item it flashes high risk. so for those 2 items the insurance company might ask to see proof of ownership, such as a receipt.
the guy presented told us that they commonly get people phoning back very shortly after comepleting an interview, to tell that their “stolen” car has been miraculously found on another level of the car park, as they had “forgotten” where it was parked.
a colleague who went through the test unknowingly had her insurance paid in the bank the next day.
the software is NOT admissable in court as evidence of fraud, and will only highlight potential areas of risk, in the natural stresses of your voice when you tell a lie. They might know you are lying but wont be able to prove it. they can reduce or refuse your insurance payout if you cannot prove proof, which generally you should be able to.
its not just for catching people, its a great deterrent to stop people trying it on.
very short reply - i will never tell porkies to my insurance company, and if you have nothing to hide you honestly have nothing to worry about.
Done that, been there, got the T shirt, well, got the pay out, back two years ago.
Realised what was going on about ten minutes into the interview and asked the lame brain on the other end of the line if this was so. (No I did not get a warning.) Lots of bluster but when pushed had to admit “psychometric profiling”. Piece of s**t after she was wrong footed. Except I was busting for a pee (I am old after all) half way through and made her wait while I strolled down the corridor and back.
No, I don’t like it and complained to all and sundry after I got paid out. Not in my policy, invasion of privacy and blah, blah.
Guess what? Total borrocks replies.
Just do it, but make them suffer. I’m sure there will be an incoming on the mobile half way through, or you’ll get called to talk to your manager, or someone will need to talk to you at some point. Or you might just need a pee.
Favourite question: “How did you feel once you realised your bike had been stolen.” What are you supposed to answer that without being cynical?
If they want to play silly buggers thgen let them pay for it too. I’d also state in writing that you do not recognise any of the tests and your claim stands regardless of the results.
