Stress can make honest claimants fail the lie detector test

I am, yet again, intrigued at insurers' belief that machines are going to help them detect fraud (14 August, Insurance Times).

It is apparent that I will never ever succeed in making a claim against my insurers, because the following scenario seems a distinct possibility.

After another hard day trying to make sense of the way claims seem to be dealt with, or otherwise, these days and following an hour's delay on the M6 because of more roadworks, I return home from work.

As usual, I am met by my dog, but this time my pet is doggy paddling on the crest of a tidal wave when I open the front door, because, while I have been at work for the last eight hours or so, water has been emanating from a burst pipe.

Because of the damage caused, my phone is not working and, while saving the dog from drowning, my mobile has fallen into the water. After knocking at six or seven neighbours' doors, I find one at home and I am allowed to use his phone to ring my insurers.

After listening to a full three years of Vivalidi's Four Seasons, I eventually reach someone in the claims department who can't really help because I do not have my policy number. My policy is submerged somewhere.

And, in any case, because of de-skilling, the person at the insurance company does not have a clue as to how to sympathetically handle such an emergency situation.

I have no doubt whatsoever that by this time, even I will be exhibiting a certain amount of stress, irrespective of whether I have been advised or otherwise that the call is being recorded and analysed.

Therefore, the only conclusion which can be reached by my insurer is that my claim is fraudulent.

Never mind, at the very least, this will produce an additional fee for the loss adjusters when their special investigation department is asked to investigate. This is good news for them as the fee structure for general adjusting work has already been destroyed by my insurers.

I sincerely hope that my insurer is also recording and analysing telephone calls from its preferred suppliers and contractors

Geoff Williams
G Williams Associates
Warrington

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