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Christine

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Review of the M&S Bank - Marks and Spencer, Home Insurance:

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Robbed twice

I am disabled and need care in the home. Unfortunately, someone has taken advantage of this fact and thieved from my home. These personal items weren't on show, meaning whoever took them had the full intention to do so. However, this is to discuss my jewelry claim, and not the circumstances that lead to this claim - beyond some idea of context. I've lost everything, barring a single ring that was left. I was completely honest in the information I provided, including the value of the jewelry on the date of purchase. I am insured at a rate of 10.000 per item, but as I'm aware, two of my rings have pushed this rate. I understand and accept that this is my fault; I've let my insurance pass this rate without realising the policy had since changed. I was further passed forwards to Hallmark to have my claim dealt with, and though the staff were nice, I could not believe however the absurd way at which they asked me for the size of my diamonds - I was genuinely asked how many pen tips it would take to reach the size of my diamond. I wasn't really sure how to answer and just told them in the proper unit of measurement - millimeters. After going through the ordeal of explaining not just my items but the jewelry left by my late mum, was then left to the evaluation at which I feel I was robbed again. £18,900 after the £100 is taken off the initial £19,000, of which wouldn't replace even two of the rings stolen. I was then a given a choice of two jewelry shops to use none of which are within two hours driving time from my home.I have since refused the settlement and was told it was none negotiable. I contacted M&S who seem happy to take my money each month but do not want to pay fair compensation.In the meantime, I looked over the sites of both jewellery stores and not one could replace my jewellery to the quality of my stolen jewelry.It appears that either M&S doesn't seem to have any control over the decisions being made, or they're simply don't care adding to their customers' problems. Unfortunately when robbed I lost everything including proof but I am insured for £10.000 per item. If this is the way forward why am I paying insurance. Reviewed on: 17th August 2023

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