0:00:02 > 0:00:06We asked you to tell us who's left you feeling ripped off.
0:00:06 > 0:00:09I think this is very, very, very wrong for what they have done.
0:00:09 > 0:00:13The bank piles charges upon charges upon charges.
0:00:13 > 0:00:14Legally, it was right.
0:00:14 > 0:00:18Morally, that's where the question and doubt comes in my view.
0:00:18 > 0:00:21And you contacted us in your thousands,
0:00:21 > 0:00:26by post, e-mail, even stopping us in the streets.
0:00:26 > 0:00:28And the message could not be clearer.
0:00:28 > 0:00:31You don't get a straight answer. They try and fob you off.
0:00:31 > 0:00:33- I'm not happy at all. - It's always that very small print
0:00:33 > 0:00:36that's got the clause in you didn't realise.
0:00:36 > 0:00:38We're being ripped off big time.
0:00:38 > 0:00:40Whether it's a deliberate rip-off,
0:00:40 > 0:00:43a simple mistake or a catch in the small print,
0:00:43 > 0:00:48we'll find out why you're out of pocket, and what you can do about it.
0:00:48 > 0:00:51Keep asking the questions, go to the top if you have to.
0:00:51 > 0:00:55We do get results. I mean, that's the interesting thing.
0:00:55 > 0:00:58Your stories, your money - this is Rip-Off Britain.
0:01:02 > 0:01:04Hello, and welcome to Rip-Off Britain,
0:01:04 > 0:01:08the programme that shines a light on the companies that you say
0:01:08 > 0:01:12haven't given you the service you expected or that you'd paid for.
0:01:12 > 0:01:15But you know, sometimes, when you think you've had a raw deal,
0:01:15 > 0:01:18it can be those unexpected surprises in the small print
0:01:18 > 0:01:20or those catches in the paperwork.
0:01:20 > 0:01:24And, believe me, there are plenty of those stories coming up today,
0:01:24 > 0:01:27because we are taking on the mighty insurance industry.
0:01:27 > 0:01:30That's because hundreds of you have contacted us to tell us
0:01:30 > 0:01:33that you really feel let down by insurance policies
0:01:33 > 0:01:35that just haven't paid out, despite the fact
0:01:35 > 0:01:39that you have faithfully handed over your premiums year after year.
0:01:39 > 0:01:42So are insurance companies treating you fairly
0:01:42 > 0:01:45or have you perhaps misunderstood the terms
0:01:45 > 0:01:48and, perhaps, not read the small print?
0:01:48 > 0:01:50Well, we're going to find out.
0:01:51 > 0:01:53Also coming up on today's show,
0:01:53 > 0:01:57just how ill do you have to be to claim on a critical illness policy?
0:01:57 > 0:02:01You automatically think, if something happens, you know, you lose a limb,
0:02:01 > 0:02:04you think you're covered and have peace of mind.
0:02:04 > 0:02:09But I come to them for help, and they say no.
0:02:09 > 0:02:12And more of your problems and dilemmas solved
0:02:12 > 0:02:15at the Rip-Off Britain pop-up shop.
0:02:15 > 0:02:19It sounds, from what you told me, you've got a very clear-cut case here
0:02:19 > 0:02:21and you should be paid out on your policy.
0:02:21 > 0:02:25Now, many of us in the UK are apparently more likely
0:02:25 > 0:02:28to insure our pets, or indeed our mobile phones,
0:02:28 > 0:02:30than we are to take out cover on our own lives.
0:02:30 > 0:02:33According to an industry survey,
0:02:33 > 0:02:3756% of us don't have any sort of life insurance.
0:02:37 > 0:02:41Maybe we don't like to think of what will happen to us after we've gone,
0:02:41 > 0:02:43but Audrey Stone did. She wanted to think about it
0:02:43 > 0:02:47and, for 20 years, she paid into a life insurance policy
0:02:47 > 0:02:50to make sure that her family would be protected.
0:02:50 > 0:02:54Unfortunately, there was a snag with her final payments and we all know
0:02:54 > 0:02:57how insurance companies can be sticklers for their rules.
0:03:02 > 0:03:06Stephen Stone thought that he was prepared for his mum dying.
0:03:06 > 0:03:09She'd been ill for a very long time.
0:03:09 > 0:03:12But she'd been determined to leave money behind for her family.
0:03:12 > 0:03:18My mum started work when she was 14. Worked at Basset's in Sheffield,
0:03:18 > 0:03:22you may know for Liquorice Allsorts. That's what she used to make.
0:03:22 > 0:03:27Then she went to work on the trams, so she's worked all her life
0:03:27 > 0:03:32and, when we lost my dad, and that was 19 years ago,
0:03:32 > 0:03:36that's when she decided to take out life insurances.
0:03:36 > 0:03:40In 1989, Stephen's mum Audrey
0:03:40 > 0:03:44took out two life insurance policies. One with Abbey Life.
0:03:44 > 0:03:49And she paid her monthly premiums on both policies for almost 20 years.
0:03:49 > 0:03:53The payments started something around £20-odd,
0:03:53 > 0:03:57increased over the years to £40. Over that period of time,
0:03:57 > 0:04:01she's probably paid back something in the excess of £8,000.
0:04:01 > 0:04:06But around five years ago, Audrey started to show signs of illness.
0:04:06 > 0:04:09She was in her mid-70s when we first noticed
0:04:09 > 0:04:11that she had signs of dementia
0:04:11 > 0:04:15and dementia follows generally a certain path.
0:04:15 > 0:04:19I was taking her on a regular basis to the hospital
0:04:19 > 0:04:22to have health checks and to have mental health checks.
0:04:22 > 0:04:26Did that with her for a considerable time.
0:04:26 > 0:04:29Then she started then getting worse and worse.
0:04:29 > 0:04:32With his mum's health deteriorating,
0:04:32 > 0:04:35Stephen turned to social services for help.
0:04:35 > 0:04:41'We were unable to deal with all her needs 24/7 and it was good that
0:04:41 > 0:04:45'we could then get a package put together by social services,
0:04:45 > 0:04:49'who did a very good job of getting carers in to see her four times a day
0:04:49 > 0:04:53'to make sure she was taking the appropriate medication
0:04:53 > 0:04:55'and she was eating and getting dressed.'
0:04:55 > 0:05:00As part of the care package, social services appointed an organisation
0:05:00 > 0:05:04to help Audrey handle her bank account and the payments from it.
0:05:04 > 0:05:09This arrangement continued until, sadly, Audrey passed away.
0:05:10 > 0:05:13'Losing my mum was a great blow to us.
0:05:13 > 0:05:18'She was the fifth of six sisters to go.'
0:05:18 > 0:05:21All the others have died with forms of dementia.
0:05:21 > 0:05:23To add to Stephen's trauma,
0:05:23 > 0:05:27he received some unexpected financial news.
0:05:27 > 0:05:30Only one of Audrey's life insurance policies was going to pay out.
0:05:30 > 0:05:34'We went to our financial advisor,
0:05:34 > 0:05:39'who has been a family friend for many years. I was fully expecting
0:05:39 > 0:05:41'to get then paid out for both of the insurance policies
0:05:41 > 0:05:44'to help us towards the funeral costs, etc.
0:05:44 > 0:05:47'He just gave me a cheque.
0:05:47 > 0:05:50'I asked where the other one was from the other policy'
0:05:50 > 0:05:54and he says, "Oh, that's lapsed," and that was the first time
0:05:54 > 0:05:58we learned that the premiums had not been paid.
0:05:58 > 0:06:00Not been paid?
0:06:00 > 0:06:03But Audrey had faithfully been doing that for years.
0:06:03 > 0:06:09So while Stephen had expected the policy to now be worth £17,000,
0:06:09 > 0:06:12according to Abbey Life, he wouldn't see a penny.
0:06:12 > 0:06:17I think my mother's reaction to the policy not being paid out
0:06:17 > 0:06:19would've been horrific.
0:06:19 > 0:06:24It was one thing that she always said whenever I went up to visit
0:06:24 > 0:06:27that, "There's no worries when I go,
0:06:27 > 0:06:31"You'll have this, you'll have that, you can do this, you can do that."
0:06:31 > 0:06:34Stephen discovered that, towards the end of Audrey's life,
0:06:34 > 0:06:38the organisation appointed by social services to manage her bank account
0:06:38 > 0:06:41had been trying to pay the premiums on her behalf,
0:06:41 > 0:06:45but Abbey Life had refused to accept payments from the third party,
0:06:45 > 0:06:50even though it was all official, and Audrey was too ill to do it herself.
0:06:50 > 0:06:54So, after 19 years of never missing a payment,
0:06:54 > 0:06:56Audrey's policy was now worthless.
0:06:56 > 0:07:00My initial thoughts at Abbey Life refusing to pay it
0:07:00 > 0:07:03was that was an absolute disgrace,
0:07:03 > 0:07:07that an insurance company who'd been accepting payments
0:07:07 > 0:07:11for nearly 20 years on a premium and never missed a date,
0:07:11 > 0:07:15would suddenly decide, after a couple of premiums missed,
0:07:15 > 0:07:19that it was fair enough for them to just lapse that policy.
0:07:19 > 0:07:21Abbey Life told us that,
0:07:21 > 0:07:24although they sympathise with Stephen over the loss of his mother,
0:07:24 > 0:07:27all too often they see attempted identity thefts,
0:07:27 > 0:07:30so they need to protect policyholders
0:07:30 > 0:07:32and especially those in a vulnerable position.
0:07:32 > 0:07:36They say they were never shown the necessary valid authority
0:07:36 > 0:07:40to prove that a third party was acting on Audrey's behalf and that,
0:07:40 > 0:07:45ultimately, all insurance policies lapse if the premiums are not paid.
0:07:46 > 0:07:48But when Abbey Life wouldn't budge,
0:07:48 > 0:07:52Stephen took his case to the Financial Ombudsman Service.
0:07:52 > 0:07:55In September, they ruled in his favour, saying that the company
0:07:55 > 0:07:59should've taken a more understanding and consumer-friendly approach.
0:07:59 > 0:08:02They said it was clear what Audrey's intentions had been
0:08:02 > 0:08:07and, as a result, ordered the company to pay out, which, thankfully, they've now done.
0:08:07 > 0:08:11But Stephen feels that they should have done that in the first place.
0:08:11 > 0:08:15I think it's grossly unfair that they should refuse to pay out
0:08:15 > 0:08:19on a policy that has been in place for so many years,
0:08:19 > 0:08:25when this person then becomes the subject of mental health problems.
0:08:27 > 0:08:30If you feel you've been short-changed by a company
0:08:30 > 0:08:33that you put your faith in, then do let us know.
0:08:33 > 0:08:36We'll have all the contact details later in the programme.
0:08:36 > 0:08:39Next today, though, a rip-off viewer who got in touch
0:08:39 > 0:08:43after an experience that left them feeling bitterly let down.
0:08:43 > 0:08:45So we decided to investigate.
0:08:46 > 0:08:51For Yannick, a decision to move into a rented flat in Crystal Palace
0:08:51 > 0:08:54was one he and his wife would live to regret.
0:08:54 > 0:08:57I started looking for a flat in July 2010.
0:08:57 > 0:09:02Me and my wife had moved from Portugal and were desperate to find somewhere, as I'd started a job.
0:09:02 > 0:09:05'We were looking in South East London predominately,
0:09:05 > 0:09:06'close to where I was working.
0:09:06 > 0:09:10'And, eventually, we found somewhere to live and it was £500 a month,
0:09:10 > 0:09:13'so we thought it was quite reasonable for the area.'
0:09:13 > 0:09:17All bills included. So I made a commitment and signed a contract.
0:09:19 > 0:09:23But before too long, Yannick and his wife Fatima wished they had
0:09:23 > 0:09:27taken a closer look at the property before signing on the dotted line.
0:09:27 > 0:09:30After a few days, I realised things weren't all as they seem.
0:09:30 > 0:09:33'I noticed that the walls had mould on,
0:09:33 > 0:09:35'I noticed the carpet was in a bad condition.
0:09:35 > 0:09:38'I realised, obviously, I'd made a mistake.
0:09:38 > 0:09:41'It was a shock for my wife as she'd moved to England for the first time.'
0:09:41 > 0:09:46She couldn't believe we were paying £500 to live in conditions like that.
0:09:46 > 0:09:52After eight months, they'd had enough and decided it was time to move out.
0:09:52 > 0:09:54After requesting the deposit,
0:09:54 > 0:09:59we received an invoice from the landlady requesting £468.
0:09:59 > 0:10:03This was for repairs to the property, including replacing the carpet,
0:10:03 > 0:10:08replacing the toilet seat, cleaning the curtains, this kind of thing.
0:10:08 > 0:10:13I couldn't believe she was claiming we had broken and damaged all these things in the studio.
0:10:13 > 0:10:17I was really shocked and there was no way I was going to pay for that.
0:10:17 > 0:10:21Disputes between tenants and landlords are not uncommon,
0:10:21 > 0:10:24which is where the Deposit Protection Scheme comes into play.
0:10:24 > 0:10:28It is authorised by the government and is designed to arbitrate
0:10:28 > 0:10:32in cases where agreement can't otherwise be reached.
0:10:32 > 0:10:35I'd asked if she'd registered with the Deposit Protection Scheme,
0:10:35 > 0:10:38as she was obliged to under the terms of the contract.
0:10:38 > 0:10:41After a week of chasing the landlady to get an answer to my question,
0:10:41 > 0:10:45the landlady told me that she hadn't registered the deposit as she felt she didn't need to.
0:10:45 > 0:10:47I told her that, under law,
0:10:47 > 0:10:51she was actually obliged to register the deposit and I asked her to do so,
0:10:51 > 0:10:54otherwise I would take legal action against her.
0:10:54 > 0:10:59Yannick was right. Landlords with Assured Shorthold Tenancy agreements
0:10:59 > 0:11:02in England and Wales have an obligation to lodge deposits
0:11:02 > 0:11:05with protection schemes within 14 days of receiving the money.
0:11:05 > 0:11:08Yannick's landlords did eventually do this,
0:11:08 > 0:11:11a full eight months too late.
0:11:11 > 0:11:15The DPS was then faced with two very different versions of events.
0:11:15 > 0:11:19'Me and my wife put in a claim for the full £500 deposit
0:11:19 > 0:11:21'and the landlady put in her claim.'
0:11:21 > 0:11:26So, basically, that's just led to a stalemate with counterclaims.
0:11:26 > 0:11:29The landlady sent through her evidence as to why
0:11:29 > 0:11:32she believed that we caused the damage and then I sent
0:11:32 > 0:11:38a counterclaim detailing why I felt that her evidence was not accurate.
0:11:38 > 0:11:42We asked Yannick's landlords to comment.
0:11:42 > 0:11:46They told us that there are two sides to every story. They claim,
0:11:46 > 0:11:50when the couple moved in, they signed an independent report
0:11:50 > 0:11:53stating that the condition of the property was fine.
0:11:53 > 0:11:56The landlords also told us that they'd initially been advised that,
0:11:56 > 0:11:59because the flat was part of their home,
0:11:59 > 0:12:03it didn't need to be registered with the Deposit Protection Scheme.
0:12:03 > 0:12:06Campbell Robb from the campaign group Shelter believes that
0:12:06 > 0:12:08some tenants don't do enough to protect themselves
0:12:08 > 0:12:12and this can lead to all sorts of problems.
0:12:12 > 0:12:15If you're thinking about renting a flat, get some advice.
0:12:15 > 0:12:18Don't just do this alone. Come to Shelter, go to the Citizens' Advice,
0:12:18 > 0:12:21there's loads of stuff available. One of the key things
0:12:21 > 0:12:25that anybody needs to do if they're taking a private rented property is
0:12:25 > 0:12:27make sure that their deposit is safe.
0:12:27 > 0:12:30The government has a scheme which ensures that landlords
0:12:30 > 0:12:33put your deposit somewhere safe, so you get it back at the end of that.
0:12:33 > 0:12:36So make sure your landlord is part of the Tenancy Deposit Scheme.
0:12:36 > 0:12:40It's a key way of protecting your money while it's with the landlord.
0:12:40 > 0:12:44In this couple's case, this protection meant they eventually
0:12:44 > 0:12:46got the majority of their money back.
0:12:46 > 0:12:48And Yannick says that, in future,
0:12:48 > 0:12:52he'll be much more cautious before agreeing to sign anything.
0:12:52 > 0:12:55If I had my time again, I wouldn't be as naive as I had been
0:12:55 > 0:12:59and I would really check everything first and make sure that
0:12:59 > 0:13:04I was entering a legitimate contract and that all parties can be trusted.
0:13:05 > 0:13:09Now, there can't be too many things worse than that sickening feeling
0:13:09 > 0:13:12when you realise that you haven't actually got
0:13:12 > 0:13:14what you thought you would be getting for your money.
0:13:14 > 0:13:18But that's exactly what happened to this next Rip-Off viewer
0:13:18 > 0:13:22and we were absolutely determined to get them some answers.
0:13:23 > 0:13:27Meet Graham Burt, a bus driver from Bury.
0:13:27 > 0:13:31He lives with his partner Rachel and their four children
0:13:31 > 0:13:33and, generally, he has his hands full.
0:13:33 > 0:13:37Every day needs careful planning. So when the Burts' car broke down,
0:13:37 > 0:13:41they knew they had no option but to get a replacement and fast.
0:13:41 > 0:13:44We only had two days to find the car. We had to have it by Monday
0:13:44 > 0:13:47because Rachel wouldn't be able to take the kids to school
0:13:47 > 0:13:50then get to work on time in the centre of Manchester.
0:13:50 > 0:13:53I was working as well, so I had to take my car to work
0:13:53 > 0:13:56because I had no public transport either to my work.
0:13:56 > 0:13:58So it was very important to get the car.
0:13:58 > 0:14:04It wasn't long before Graham found a card he liked on a car supermarket website.
0:14:04 > 0:14:08He headed down to Carcraft's Rochdale showroom to take a look.
0:14:08 > 0:14:10It didn't have the car I wanted.
0:14:10 > 0:14:13They only had the three-door Mitsubishi Colt or an automatic
0:14:13 > 0:14:16and I said I needed a five-door manual, because of the children.
0:14:16 > 0:14:18I need to get them in and out of the car.
0:14:18 > 0:14:22And he said, "We'll have a look on the computer, see if there's any in stock,"
0:14:22 > 0:14:24and he said, "Yes, there's one in Leeds.
0:14:24 > 0:14:28"We can get it driven up for you and you can pick it up tomorrow." I said, "That's perfect."
0:14:28 > 0:14:31The following night, the car arrived.
0:14:31 > 0:14:35It was dark, but Graham gave it a quick once-over and agreed to buy it.
0:14:35 > 0:14:39It was priced at around £7,900.
0:14:39 > 0:14:43All he needed now was a finance plan to pay for that.
0:14:43 > 0:14:47I have dyslexia and I'm very slow at reading,
0:14:47 > 0:14:49so it takes me a while to read through things.
0:14:49 > 0:14:52There was that much documentation, I would've been a while,
0:14:52 > 0:14:56so I asked the salesman and he said, "This is your finance agreement.
0:14:56 > 0:15:01"Your APR's this over five years, and just sign at the bottom."
0:15:01 > 0:15:05He put wee crosses and I had to sign there and, the next page, sign that.
0:15:05 > 0:15:11Dotted line signed, Graham drove off. But almost immediately, he began having problems.
0:15:11 > 0:15:14As I was driving home, I noticed the car was pulling to the left.
0:15:14 > 0:15:19If you took your hands off the steering wheel slightly or took pressure off,
0:15:19 > 0:15:22the car would veer to the left, towards the kerb.
0:15:22 > 0:15:24I was like, "Oh, that's a bit strange."
0:15:24 > 0:15:26The car was used for the children to go to school in,
0:15:26 > 0:15:28so from a safety point of view,
0:15:28 > 0:15:33I didn't feel it was safe to drive the vehicle with the children in it with that fault.
0:15:33 > 0:15:39Putting safety first, Graham headed back to Carcraft the following day.
0:15:39 > 0:15:43Their mechanics said the steering fault was to do with the tracking.
0:15:43 > 0:15:44While they were checking the tracking,
0:15:44 > 0:15:47they noticed one of the tyres was completely bald almost.
0:15:47 > 0:15:51They said the cogs were showing so they had to replace it that day.
0:15:51 > 0:15:55They told me to come back the next week to get the tracking repaired.
0:15:55 > 0:16:00Graham's confidence in Carcraft was beginning to waiver.
0:16:00 > 0:16:04He couldn't understand how the Mitsubishi had been approved for sale when it had problems.
0:16:04 > 0:16:10There was big banners as you drive in - 120 point check, two year free warranty, parts and labour,
0:16:10 > 0:16:14and it all looks though it's all sold round this check and everything,
0:16:14 > 0:16:18so you expect the car to be perfect, cos the salesman told me the car had a big check on it.
0:16:18 > 0:16:21It's been checked out, serviced, everything.
0:16:21 > 0:16:28Graham claims the car was repeatedly in and out of the garage as Carcraft tried to fix the steering.
0:16:28 > 0:16:32And as if that wasn't enough, when the finance agreement kicked in,
0:16:32 > 0:16:34he got another nasty shock.
0:16:34 > 0:16:38I realised I had two loans coming out of the bank, totalling £232 a month.
0:16:38 > 0:16:45I was quite shocked because I was expecting the car to cost just under £200 a month.
0:16:45 > 0:16:50So it was an extra £36 nearly I'm paying a month which I was expecting.
0:16:50 > 0:16:54It turns out the loans are to two different companies.
0:16:54 > 0:17:01The first thought the car was overvalued and so would only loan Graham £5,800.
0:17:01 > 0:17:05The shortfall, just under two grand, came from the second firm.
0:17:05 > 0:17:10And the extra £36 a month that Graham's being charged for?
0:17:10 > 0:17:12Well, that's for an extended four year warranty,
0:17:12 > 0:17:15something Graham can't remember agreeing to.
0:17:15 > 0:17:19We asked Carcraft to comment on Graham's claims,
0:17:19 > 0:17:22and they told us they were sorry for the problems he'd encountered.
0:17:22 > 0:17:27They said, "All our cars undergo a standard 120 point inspection."
0:17:27 > 0:17:30"There is always the risk of unforeseen issues,
0:17:30 > 0:17:34"but we believe we have a fair approach to resolving these."
0:17:34 > 0:17:38Carcraft admitted to us that this hasn't always been the case, saying,
0:17:38 > 0:17:44"We're genuinely sorry that in the past some customers didn't receive the levels of service we now offer."
0:17:44 > 0:17:49As for the paperwork, they told us that it's always fully explained to customers
0:17:49 > 0:17:52with time allowed for reading and questions.
0:17:52 > 0:17:53In addition to this,
0:17:53 > 0:17:57"Each document signed clearly states the monthly repayments."
0:17:57 > 0:18:02Graham may not remember signing up for the additional warranty,
0:18:02 > 0:18:06but his signature is on the paperwork, so he has to pay.
0:18:06 > 0:18:12Problems on both sides in this story. But one thing's for sure,
0:18:12 > 0:18:16Graham has definitely learned one of life's most valuable lessons:
0:18:16 > 0:18:19act in haste, repent at leisure.
0:18:21 > 0:18:25If you've had a similar experience and aren't sure what to do next, don't worry.
0:18:25 > 0:18:28We've done some of the hard work for you.
0:18:28 > 0:18:31Here are the key things you need to bear in mind.
0:18:31 > 0:18:37If you buy a new car, it's going to come with an extended warranty, perhaps lasting three years or more.
0:18:37 > 0:18:39If you buy a second-hand car,
0:18:39 > 0:18:42it is possible that things are going to go wrong with that vehicle.
0:18:42 > 0:18:45You may be entitled to have those things repaired,
0:18:45 > 0:18:51but it might be difficult for you to negotiate those repairs with the dealer.
0:18:51 > 0:18:56Your rights when buying from a second-hand car dealer are covered by the Sale of Goods Act.
0:18:56 > 0:19:00That says that good must be of a satisfactory quality, that is, they must be free from faults.
0:19:00 > 0:19:02In addition to that they must be as described
0:19:02 > 0:19:05and they must be fit for the purpose for which you buy them.
0:19:05 > 0:19:09That is, you must be capable of driving it and driving it safely.
0:19:11 > 0:19:16You have to act quickly and you're pretty limited on why you can reject a car.
0:19:16 > 0:19:18There will have to be some serious defect with that car,
0:19:18 > 0:19:23such as the engine blowing up, or a major fault that isn't readily fixed.
0:19:23 > 0:19:26So, it's what's reasonably expected.
0:19:26 > 0:19:29If a salesman's misled you about a second-hand car, you've got two options,
0:19:29 > 0:19:33the first being you can reject that car and get your money back.
0:19:33 > 0:19:38Alternatively, you could negotiate a reduction in the price on that vehicle that you're happy with
0:19:38 > 0:19:40and continue with the purchase.
0:19:40 > 0:19:44If you bought a car on finance, that provides you with additional protection,
0:19:44 > 0:19:50because it makes the finance company equally liable for anything that goes wrong with that vehicle
0:19:50 > 0:19:51as well as the dealership.
0:19:51 > 0:19:57So if something happens to that car dealer, then you can make a claim against the finance company.
0:19:59 > 0:20:02Still to come on Rip-Off Britain:
0:20:02 > 0:20:05Caught out by the small print on your insurance policy?
0:20:05 > 0:20:07Martin Wells is familiar with that feeling.
0:20:07 > 0:20:12MARTIN: It says you can't pay out unless you have two limbs amputated.
0:20:12 > 0:20:15I just sat there... "You are joking, aren't you?"
0:20:15 > 0:20:16He says, "No."
0:20:18 > 0:20:24Our experts have been rushed off their feet at our pop-up shop for consumer advice.
0:20:24 > 0:20:28You can take the claims through the Financial Ombudsman Service yourself.
0:20:28 > 0:20:32Persevere and I think you've got a good chance of getting a pay-out.
0:20:35 > 0:20:39So many of you contacted us, telling us about your stories,
0:20:39 > 0:20:43that we decided to open up our own pop-up shop
0:20:43 > 0:20:46so that we could meet you face-to-face to tackle your issues.
0:20:46 > 0:20:53Here in Manchester, one subject that seems to be the source of many problems for people is insurance.
0:20:53 > 0:20:55So let's find out more.
0:20:57 > 0:21:03- Hiya!- Hiya.- What's your name? - My name's Dawn.- Dawn.
0:21:03 > 0:21:05So what are you here for today?
0:21:05 > 0:21:08I had a heart attack in January
0:21:08 > 0:21:12and I bought some critical illness insurance about ten years ago.
0:21:13 > 0:21:17To cut a long story short, I'm having difficulty with them to pay out.
0:21:17 > 0:21:22Time to see if Dawn can be helped by James Daly from Which?
0:21:22 > 0:21:24They're actually saying to me that I don't have a claim,
0:21:24 > 0:21:26that I haven't suffered a heart attack.
0:21:26 > 0:21:32I've been told by my consultant, by my cardio nurse,
0:21:32 > 0:21:35by quite a few people that I've actually had a heart attack.
0:21:35 > 0:21:38In fact, I'm on five lots of medication,
0:21:38 > 0:21:43and I've spoken to the insurance company and told them what the consultant has said,
0:21:43 > 0:21:50and they've told me that for future insurance I would have to inform them that I've had a heart attack.
0:21:50 > 0:21:53In one hand they're telling me I've not had a heart attack
0:21:53 > 0:21:59and on the other they're telling me I've got to inform them that I've had a heart attack.
0:21:59 > 0:22:02We've gone in to appeal and we've got a final letter from them stating,
0:22:02 > 0:22:05"No, no way. You haven't got a claim."
0:22:05 > 0:22:07It's just a big full stop on it.
0:22:07 > 0:22:11There's a good chance you will get your claim paid out here.
0:22:11 > 0:22:14But you will need to persevere.
0:22:14 > 0:22:17Ultimately, when it comes to whether you had a heart attack or not,
0:22:17 > 0:22:21hopefully, that's something that the doctors can verify.
0:22:21 > 0:22:24It seems very odd to me they'd be trying to deny it,
0:22:24 > 0:22:27but at the same time saying you need to declare it
0:22:27 > 0:22:29for future policies which doesn't make any sense.
0:22:29 > 0:22:33The next step is to take the case
0:22:33 > 0:22:35on to the Financial Ombudsman Service.
0:22:35 > 0:22:38That's an independent service.
0:22:38 > 0:22:42They're looking out for your rights and trying to look at the case cold,
0:22:42 > 0:22:45no preference either side and see who's right and who's wrong here.
0:22:45 > 0:22:48It sounds from what you've told me that you've got
0:22:48 > 0:22:49a very clear cut case here
0:22:49 > 0:22:52and you should be paid out on your policy.
0:22:52 > 0:22:54If you put in your claim to them today,
0:22:54 > 0:22:57and you can do that online.
0:22:59 > 0:23:01Go to their website. File your claim.
0:23:01 > 0:23:03It's not that difficult to take the claim
0:23:03 > 0:23:06through the Financial Ombudsman Service yourself.
0:23:06 > 0:23:08It might take a bit of time,
0:23:08 > 0:23:11persevere and you have a good chance of getting a payout.
0:23:11 > 0:23:15Good advice, but there is more advice on our website.
0:23:17 > 0:23:19And you will be pleased to know
0:23:19 > 0:23:23Dawn's case is currently being investigated further,
0:23:23 > 0:23:25so we really wish her well.
0:23:25 > 0:23:28Opening up our pop-up shop here in Manchester
0:23:28 > 0:23:30has been a great opportunity for us
0:23:30 > 0:23:32to investigate your rip-offs face to face.
0:23:32 > 0:23:36£600, that will buy you a few Christmas presents, won't it?
0:23:36 > 0:23:37It certainly will.
0:23:37 > 0:23:40It's been so nice to actually get to meet you
0:23:40 > 0:23:42and to hear what you've got to say directly.
0:23:42 > 0:23:45It went really well, I managed to save £271.
0:23:45 > 0:23:47Five minutes of your time online
0:23:47 > 0:23:48and I can afford to go on holiday now.
0:23:48 > 0:23:51I feel a lot easier, I feel a lot happier.
0:23:51 > 0:23:53The advice I have been given is very sound, very sensible.
0:23:53 > 0:23:56It was definitely worth coming down today.
0:23:56 > 0:24:00Got some useful information, so we're going to go home
0:24:00 > 0:24:02and put that advice to action.
0:24:05 > 0:24:07Here's someone else with a problem.
0:24:07 > 0:24:11And they are not at all happy about it.
0:24:13 > 0:24:17In October 2007, Sally Murray and her husband-to-be Matthew
0:24:17 > 0:24:20were looking for a place to rent in Lancashire.
0:24:20 > 0:24:23We found a property in a little village called Summerseat
0:24:23 > 0:24:27which we thought was an ideal place to start off,
0:24:27 > 0:24:30our first home together, renting together.
0:24:30 > 0:24:32When we initially went to view the property
0:24:32 > 0:24:35the landlord was living there.
0:24:35 > 0:24:38There was furniture in there, there were things in cupboards
0:24:38 > 0:24:40and it all looked like a normal house.
0:24:40 > 0:24:42It looked like a homely home.
0:24:42 > 0:24:46After deciding it was just what they wanted,
0:24:46 > 0:24:50the couple agreed terms and paid a month's rent up front.
0:24:50 > 0:24:53As well as the same amount again as a deposit.
0:24:53 > 0:24:56In total, £1,350.
0:24:56 > 0:25:00But it wasn't long before Sally was telling her father Alan
0:25:00 > 0:25:04that the home of their dreams was turning into a nightmare.
0:25:04 > 0:25:08Shortly after getting the keys and moving in my belongings,
0:25:08 > 0:25:09we went on holiday.
0:25:09 > 0:25:13Then my boyfriend came out in all bites over his legs.
0:25:13 > 0:25:17We didn't really know where it had come from at that stage.
0:25:17 > 0:25:20We got back from holiday and went to the house again
0:25:20 > 0:25:23and these bites had cleared up almost
0:25:23 > 0:25:25and he got some fresh bites on his legs.
0:25:25 > 0:25:27And we went another evening
0:25:27 > 0:25:29and he got some more bites and I got a few bites.
0:25:29 > 0:25:33Then we sort of thought, this is a coincidence.
0:25:33 > 0:25:34We had a look in the Hoover
0:25:34 > 0:25:38and that's when I found the fleas jumping around in the cylinder.
0:25:38 > 0:25:42Once we found the fleas, that was the final straw,
0:25:42 > 0:25:45we couldn't move into a house that had fleas.
0:25:45 > 0:25:48Even though we said we wanted it fumigating,
0:25:48 > 0:25:50we just couldn't be happy there.
0:25:50 > 0:25:53So Sally got in touch with the landlord.
0:25:53 > 0:25:55We met him at the property with my parents
0:25:55 > 0:25:58and he agreed to give me my deposit back
0:25:58 > 0:26:00once I gave him the key which I did.
0:26:00 > 0:26:03I gave him my bank details and he was to put the money into my account.
0:26:03 > 0:26:06When the money didn't materialise,
0:26:06 > 0:26:10Sally's dad Alan, a retired policeman,
0:26:10 > 0:26:12took up the fight on her behalf.
0:26:12 > 0:26:15He was supposed to be electronically moving the cash,
0:26:15 > 0:26:17didn't move anything.
0:26:17 > 0:26:21She tried texting, e-mailing, ringing and got absolutely nothing.
0:26:21 > 0:26:24Annoyed that her money had not been returned,
0:26:24 > 0:26:29Sally and dad Alan decided to take legal action.
0:26:29 > 0:26:32I actually had to interview him myself and sit next to him in court
0:26:32 > 0:26:35and ask him questions about his finances.
0:26:35 > 0:26:40They made a claim to the county court and the judge ordered the landlord
0:26:40 > 0:26:46to pay them the money back plus penalties totalling £4,088.
0:26:46 > 0:26:48But the landlord claimed poverty.
0:26:48 > 0:26:52And Sally has never received a penny.
0:26:52 > 0:26:56I'm now out of pocket £1,350 which is £675 for the deposit
0:26:56 > 0:27:00and £675 rent and I feel totally ripped off
0:27:00 > 0:27:03because I've not stayed one night in the property.
0:27:03 > 0:27:08He hasn't given us a proper response, but when Rip-Off Britain
0:27:08 > 0:27:10spoke to him on the phone,
0:27:10 > 0:27:13the landlord claimed there were no fleas,
0:27:13 > 0:27:16and he hadn't promised Sally her money back.
0:27:16 > 0:27:20Although, of course, the court judgment tells a different tale.
0:27:20 > 0:27:23In any case, Alan feels Sally's money should have been protected
0:27:23 > 0:27:26by the Government's tenancy deposit scheme.
0:27:26 > 0:27:28The purpose of the tenancy deposit scheme
0:27:28 > 0:27:34was to make sure tenants weren't ripped off by avaricious landlords.
0:27:34 > 0:27:37And to a great extent it's probably working.
0:27:37 > 0:27:40However it seems to me there is no real check
0:27:40 > 0:27:44to see that landlords are doing what they should be doing.
0:27:44 > 0:27:47Four years after it all began,
0:27:47 > 0:27:51Sally now accepts that she will probably never get her money back.
0:27:51 > 0:27:54I feel totally annoyed with the whole situation,
0:27:54 > 0:27:57that I'm owed the money, I need the money.
0:27:57 > 0:28:01I could be spending it on my baby, I could be spending it on my house,
0:28:01 > 0:28:05I could be spending it on myself, my husband now.
0:28:05 > 0:28:07And he's walking around, and to be honest,
0:28:07 > 0:28:10I feel like he's laughing at me now.
0:28:10 > 0:28:12He's walked away with my money, it's as easy as that.
0:28:12 > 0:28:14He's ripped me off and there's nobody there
0:28:14 > 0:28:16to stop him from doing it.
0:28:19 > 0:28:21At a time when money is tighter than ever,
0:28:21 > 0:28:24you need to know that your cash is working hard for you,
0:28:24 > 0:28:27avoiding rip-offs and sharp practice along the way.
0:28:27 > 0:28:30We've put together a booklet of tips and advice
0:28:30 > 0:28:33to help safeguard your hard-earned cash.
0:28:33 > 0:28:37You can find a link to the free guide on our website.
0:28:40 > 0:28:45Or to receive a copy in the post, send an A5 self-addressed envelope
0:28:45 > 0:28:48to the address we will give you at the end of the programmes.
0:28:51 > 0:28:54One type of insurance that all too often
0:28:54 > 0:28:57proves controversial is critical illness.
0:28:57 > 0:29:00Around 9 million of us have it, usually in the belief that
0:29:00 > 0:29:05if we do become seriously ill, our bills and expenses will be covered.
0:29:05 > 0:29:08Unfortunately, for a lot of us that won't be the case.
0:29:08 > 0:29:11Many critical illness policies are quite limited
0:29:11 > 0:29:15in their scope, only paying out in very specific circumstances.
0:29:15 > 0:29:19Just how specific those circumstances need to be
0:29:19 > 0:29:24can often come as quite a shock as Martin Wells discovered.
0:29:27 > 0:29:29Martin Wells is a bus driver
0:29:29 > 0:29:33and has worked hard all of his life to support his family.
0:29:33 > 0:29:38I was the main provider, I used to bring home a reasonable wage.
0:29:38 > 0:29:40My wife worked part-time,
0:29:40 > 0:29:45but unfortunately she had to finish work as well for medical reasons.
0:29:45 > 0:29:48Worried about how they would cope if he was ever too ill to work,
0:29:48 > 0:29:50Martin took out a critical illness insurance policy
0:29:50 > 0:29:52with Scottish Widows.
0:29:53 > 0:29:58It was taken out to pay the mortgage off so the family didn't have to worry,
0:29:58 > 0:30:02they would have a roof over their heads and somewhere to live.
0:30:02 > 0:30:07- Not long now.- Yes. - Skeggy stadium.- Awesome.
0:30:07 > 0:30:11'It wasn't cheap, it was one of the more expensive policies I've got'
0:30:11 > 0:30:13as opposed to life insurance.
0:30:14 > 0:30:19But I was willing to pay it, again, for peace of mind.
0:30:21 > 0:30:23And he did get peace of mind,
0:30:23 > 0:30:27expecting if he ever had to stop work because of critical-illness
0:30:27 > 0:30:31the policy would pay out half a million pounds.
0:30:31 > 0:30:3412 years on, when an old motorbike injury began to deteriorate,
0:30:34 > 0:30:37he found he was struggling to do his job.
0:30:37 > 0:30:40I couldn't walk more than about four or five steps
0:30:40 > 0:30:45without it really...really hurting.
0:30:45 > 0:30:49I was hobbling around, still driving, still working,
0:30:49 > 0:30:52trying to keep going as long as I could
0:30:52 > 0:30:58and I just got to the end of the pain I could take, basically.
0:31:00 > 0:31:04Martin retired from driving buses on the grounds of ill-health,
0:31:04 > 0:31:07but his leg continued to get worse with many ulcers and infections.
0:31:07 > 0:31:11Eventually his doctors told him that the only solution
0:31:11 > 0:31:13was, unfortunately, amputation.
0:31:13 > 0:31:16The fact I was going to have my leg amputated...
0:31:18 > 0:31:22..I knew it was going to cause a few problems.
0:31:24 > 0:31:28But it was the only course of action I had got left open to me.
0:31:29 > 0:31:32I couldn't go on for ever with the infections.
0:31:32 > 0:31:35Once he had recovered from the operation,
0:31:35 > 0:31:39Martin planned to make a claim on his critical illness insurance
0:31:39 > 0:31:43assuming that losing a limb was the kind of event the policy covered him for.
0:31:43 > 0:31:49But when he called Scottish Widows he got a huge shock.
0:31:49 > 0:31:52They said, "Well, I'm sorry to tell you,
0:31:52 > 0:31:55"but the fact you're only having one leg amputated, we can't pay out.
0:31:55 > 0:32:01I sort of sat there somewhat stunned. "I beg your pardon."
0:32:01 > 0:32:07He says, "We can't pay out unless you have two limbs amputated at the same time."
0:32:08 > 0:32:13I just sat there... "You are joking, aren't you?" He says, "No."
0:32:15 > 0:32:17He said, "That's our policy,
0:32:17 > 0:32:23"you have to have two limbs amputated before we'll pay out."
0:32:24 > 0:32:26Although it seemed unfair to Martin,
0:32:26 > 0:32:30a close look at Scottish Widows critical illness policy
0:32:30 > 0:32:33shows that what he was told is correct.
0:32:33 > 0:32:36The policy covers, to quote, "permanent physical severance
0:32:36 > 0:32:39"of any combination of two or more hands or feet."
0:32:39 > 0:32:43That apparently is pretty standard in the industry,
0:32:43 > 0:32:46but for Martin the news was devastating.
0:32:46 > 0:32:50I don't need it, I've enough on my plate now.
0:32:50 > 0:32:52I'm in a wheelchair.
0:32:52 > 0:32:55It's difficult. It's very, very difficult.
0:32:55 > 0:33:00Plus I've also got the pressure of, is everything being paid?
0:33:00 > 0:33:03Martin is waiting to see if he's suitable for a prosthetic leg.
0:33:03 > 0:33:08If he gets one, he is hoping to return to the bus depot
0:33:08 > 0:33:10and drive buses again part time.
0:33:10 > 0:33:13- Hello, Martin.- Hi, Alan. How are you, mate? All right?
0:33:13 > 0:33:17But for now things are really tough.
0:33:17 > 0:33:20Money for us at the moment is extremely tight.
0:33:20 > 0:33:23We have to be very, very careful.
0:33:26 > 0:33:32I mean, if we need new things, like we have to replace anything,
0:33:32 > 0:33:38we have to sort of juggle things around to afford it.
0:33:41 > 0:33:46And it's...it's a strain, to be perfectly honest.
0:33:46 > 0:33:50Martin's story is similar to ones that Emma Parker
0:33:50 > 0:33:55from the Financial Ombudsman Service has heard many times before.
0:33:55 > 0:33:59Last year alone, they received 598 complaints
0:33:59 > 0:34:02about critical illness policies not paying out.
0:34:02 > 0:34:08But the majority were not upheld because insurance of this type
0:34:08 > 0:34:11is usually much more limited than people realise.
0:34:11 > 0:34:15Critical illness is a policy that covers you for certain named illnesses
0:34:15 > 0:34:17and they are carefully defined within the policy.
0:34:17 > 0:34:21The Association of British Insurers has been doing work with insurers
0:34:21 > 0:34:24and have published information about how they expect insurers
0:34:24 > 0:34:27to define conditions under critical illness policies.
0:34:27 > 0:34:30It is the insurers' responsibility to make sure that information
0:34:30 > 0:34:35is there and clearly in line with the ABI standards.
0:34:35 > 0:34:39Scottish Widows told us that they always look for ways
0:34:39 > 0:34:41to see how a claim can be paid and in this case,
0:34:41 > 0:34:43even in the absence of a formal claim,
0:34:43 > 0:34:47they did investigate whether Martin might be covered
0:34:47 > 0:34:51under any other definition of the policy, but he wasn't.
0:34:51 > 0:34:54They point out that since 2000, they have paid out well over
0:34:54 > 0:34:58£1 billion in life and critical illness claims.
0:34:58 > 0:35:01They have helped over 30,000 families and that all customers
0:35:01 > 0:35:03get an annual benefits statement
0:35:03 > 0:35:05setting out the cover that they have.
0:35:11 > 0:35:14So it is worth checking the small print to avoid
0:35:14 > 0:35:16discovering too late as Martin did,
0:35:16 > 0:35:20that your premiums haven't given you quite the protection you think.
0:35:20 > 0:35:23You automatically think, if something happens,
0:35:23 > 0:35:27you lose a limb or you have a heart attack,
0:35:27 > 0:35:31you have to have open-heart surgery, you think you're covered.
0:35:31 > 0:35:34You have got peace of mind.
0:35:34 > 0:35:40But I come to them for help and they say no.
0:35:40 > 0:35:43Well, Martin's insurers aren't budging
0:35:43 > 0:35:47and however sympathetic you may be to his situation,
0:35:47 > 0:35:49technically there is no reason why they should.
0:35:49 > 0:35:53As they say, they are following the standard industry guidelines.
0:35:53 > 0:35:57It just goes to show how vital it is that you understand the terms
0:35:57 > 0:36:00and exclusions, of not just critical illness,
0:36:00 > 0:36:03but any form of life insurance.
0:36:03 > 0:36:06Critical illness insurance is designed to pay out a lump sum
0:36:06 > 0:36:09if you are diagnosed with a serious illness.
0:36:09 > 0:36:11But it has to be an illness that's on the insurer's list.
0:36:11 > 0:36:14So typically it will be something like a heart attack,
0:36:14 > 0:36:16cancer or a stroke.
0:36:16 > 0:36:20Most of these insurance policies will cover around 30 illnesses
0:36:20 > 0:36:21although some cover far more.
0:36:21 > 0:36:26It's important to understand these policies won't normally automatically pay out
0:36:26 > 0:36:30just because you've been diagnosed with a serious illness.
0:36:30 > 0:36:35The policy small print will specify how severe the illness has to be
0:36:35 > 0:36:37before you qualify for a payout.
0:36:37 > 0:36:39For example, if you've had a heart attack,
0:36:39 > 0:36:43some policies will specify the amount of heart muscle damage
0:36:43 > 0:36:46that has to occur before your payout.
0:36:46 > 0:36:49With some policies, you also get a payout if you are what's called
0:36:49 > 0:36:52"permanently and totally disabled" and cannot work.
0:36:52 > 0:36:56It's important to understand that here there's a difference as well.
0:36:56 > 0:36:58Some will pay out if you're
0:36:58 > 0:37:01permanently disabled and can't do your own job,
0:37:01 > 0:37:04others will only pay out if you can't do any job.
0:37:06 > 0:37:09It's really important when you take out a critical illness policy
0:37:09 > 0:37:13that you're honest and upfront about your medical history.
0:37:13 > 0:37:15Insurers generally won't cover you
0:37:15 > 0:37:17for previous illnesses you've suffered from,
0:37:17 > 0:37:19so you shouldn't just mention the big illnesses
0:37:19 > 0:37:21but also the minor ones as well.
0:37:23 > 0:37:26When you buy a critical illness insurance policy,
0:37:26 > 0:37:29it's important not just to go for the cheapest one.
0:37:29 > 0:37:31You have to look at the details in the small print
0:37:31 > 0:37:34because they can make the difference between you getting a claim
0:37:34 > 0:37:36and being rejected.
0:37:36 > 0:37:40I'd really recommend you talk to a specialist broker.
0:37:40 > 0:37:43Not only will they understand how different insurance policies work
0:37:43 > 0:37:45and how the insurers pay out,
0:37:45 > 0:37:49but if you have to make a claim, you're not going to be in a position
0:37:49 > 0:37:51to fight against an insurer if you have to.
0:37:51 > 0:37:54They'll help you fight your corner for you.
0:37:57 > 0:37:59I'm joined now by the Director of General Insurance
0:37:59 > 0:38:01at the Association of British Insurers
0:38:01 > 0:38:03and that's Nick Starling.
0:38:03 > 0:38:06What sort of checks do you do on your members
0:38:06 > 0:38:09to ensure that when a customer is buying an insurance policy,
0:38:09 > 0:38:13they are getting the right kind of information that they need?
0:38:13 > 0:38:16We don't do individual checks with our insurers.
0:38:16 > 0:38:18We couldn't do that but what we do is we write guidance.
0:38:18 > 0:38:21In the case of critical illness, we have a code of practice
0:38:21 > 0:38:25which all our members must as a condition of membership adhere to.
0:38:25 > 0:38:30If our members don't abide by that, they'll take regulatory action
0:38:30 > 0:38:33or the Ombudsman would decide in favour of the customer.
0:38:33 > 0:38:35There have been situations
0:38:35 > 0:38:38where people have taken out a critical illness policy
0:38:38 > 0:38:40and been very honest on their application form
0:38:40 > 0:38:45and then developed an illness during the run of that particular policy.
0:38:45 > 0:38:49Sometimes they're not treated with the same kind of fairness
0:38:49 > 0:38:51that they would expect.
0:38:51 > 0:38:52What happens then?
0:38:52 > 0:38:54When you take out a policy,
0:38:54 > 0:38:58it's usually some time before that policy is confirmed.
0:38:58 > 0:39:02During that period, before you sign on the dotted line,
0:39:02 > 0:39:05if you do develop something, you need to tell your insurer
0:39:05 > 0:39:09because that is important in terms of selling the policy.
0:39:09 > 0:39:11If you develop it after you've signed?
0:39:11 > 0:39:14If you develop it after you've signed
0:39:14 > 0:39:16then it's covered by the policy.
0:39:16 > 0:39:18If you develop it very quickly after you've signed,
0:39:18 > 0:39:23they may want to check to make sure everything is above board.
0:39:23 > 0:39:27Essentially, once the insurance company is satisfied
0:39:27 > 0:39:31you've made a proper application and you've taken out the policy,
0:39:31 > 0:39:32then that policy is in effect.
0:39:32 > 0:39:35Do you feel that these policies and the people who sell them
0:39:35 > 0:39:37are sufficiently consumer-friendly?
0:39:37 > 0:39:40I think we made great strides in recent years
0:39:40 > 0:39:42and they are extremely valuable policies to have.
0:39:42 > 0:39:47We've done a number of things to make it easier for people.
0:39:47 > 0:39:50We've focused the questions so it's much easier to answer,
0:39:50 > 0:39:53easier for them to apply and therefore easier to claim.
0:39:53 > 0:39:56And yet still our postbag is full of letters from people
0:39:56 > 0:39:59who when they make claims on their insurance,
0:39:59 > 0:40:03find something tucked away in the small print they didn't realise.
0:40:03 > 0:40:06There's lots of reasons why claims might be turned down.
0:40:06 > 0:40:09There are some, regrettably, which are fraudulent.
0:40:09 > 0:40:12There are some where people are trying it on
0:40:12 > 0:40:15even though it's not a valid basis for a claim.
0:40:15 > 0:40:17There are some where genuine mistakes occur
0:40:17 > 0:40:18and we want to iron them out.
0:40:18 > 0:40:21I have to put to you something that was put to me
0:40:21 > 0:40:25by one of our viewers who came to our pop-up shop in Manchester.
0:40:25 > 0:40:27This man said to me,
0:40:27 > 0:40:33"How on earth do some insurance assessors sleep at night?"
0:40:33 > 0:40:35Everyone regrets it when a mistake happens
0:40:35 > 0:40:36or when something goes wrong.
0:40:36 > 0:40:38None of us want that to happen.
0:40:38 > 0:40:40One mistake is a mistake too many.
0:40:40 > 0:40:42We do want to make sure
0:40:42 > 0:40:45that people are satisfied that they get products they want,
0:40:45 > 0:40:48those products are delivered to them when they're at most need
0:40:48 > 0:40:51and I hope that's something we can agree on.
0:40:51 > 0:40:53- Nick, thank you very much. - Thank you.
0:40:55 > 0:40:57Here at Rip-Off Britain,
0:40:57 > 0:41:00we're always ready to investigate more of your stories.
0:41:00 > 0:41:02Confused over your bills?
0:41:02 > 0:41:06Trying to wade through small print that leaves you totally confused?
0:41:06 > 0:41:08I might have been stupid for not reading it
0:41:08 > 0:41:11or I've read it and not took it in.
0:41:11 > 0:41:14I could kick myself, I really could.
0:41:14 > 0:41:16Unsure what to do when you discover you've lost out
0:41:16 > 0:41:21and that great deal has ended up costing you money?
0:41:21 > 0:41:24I thought, this cannot be true. It's totally unacceptable.
0:41:24 > 0:41:26I was so angry.
0:41:26 > 0:41:28You might have a cautionary tale of your own
0:41:28 > 0:41:31and would be happy to share the mistakes you've made
0:41:31 > 0:41:33so that others don't do the same.
0:41:33 > 0:41:35No-one knows about this.
0:41:35 > 0:41:37This is very strange to me
0:41:37 > 0:41:40and I really would like to get this much clearer.
0:41:42 > 0:41:43You can write to us at:
0:41:51 > 0:41:52Or send us an e-mail to:
0:41:57 > 0:42:02The Rip-Off team is ready and waiting to investigate your stories.
0:42:03 > 0:42:06Well, as we've heard, although it can sometimes seem
0:42:06 > 0:42:09as if insurance companies will try anything to avoid paying out,
0:42:09 > 0:42:14it could be that you haven't got as comprehensive a policy as you thought.
0:42:14 > 0:42:16When you're shopping around for the best cover,
0:42:16 > 0:42:20I guess the advice is, don't just go for the cheapest,
0:42:20 > 0:42:22make sure you've got the protection you really need
0:42:22 > 0:42:24and analyse the small print
0:42:24 > 0:42:27to make sure you're happy with what you're getting.
0:42:27 > 0:42:32As usual, our website bbc.co.uk/ripoffbritain
0:42:32 > 0:42:36will give you more advice if you're still confused.
0:42:36 > 0:42:39We're out of time for today but thanks very much for joining us
0:42:39 > 0:42:41and I hope we'll see you again soon.
0:42:41 > 0:42:44Until then, from all of us, goodbye.