0:00:02 > 0:00:06'We asked you to tell us who's left you feeling ripped off
0:00:06 > 0:00:09'and you contacted us in your thousands,
0:00:09 > 0:00:12'by post, e-mail, even stopping us on the street,
0:00:12 > 0:00:15'and the message could not be clearer.'
0:00:15 > 0:00:19It feels to me that I'm fighting a battle that I can't win.
0:00:19 > 0:00:23It costs you a fortune and when you get through, you get fobbed off.
0:00:23 > 0:00:25'You told us, with money tight,
0:00:25 > 0:00:28'you need to be sure that every pound spent is worth it.'
0:00:28 > 0:00:32We ploughed thousands into it and we had nowhere to turn.
0:00:32 > 0:00:35'So whether it's a deliberate rip-off, a simple mistake
0:00:35 > 0:00:37'or a catch in the small print,
0:00:37 > 0:00:40'we'll find out why you're out of pocket and what you can do.'
0:00:40 > 0:00:42'Your stories, your money.'
0:00:42 > 0:00:45'This is Rip-Off Britain.'
0:00:46 > 0:00:48Welcome to Rip-Off Britain,
0:00:48 > 0:00:52where it's our job to investigate why you reckon you've had a raw deal
0:00:52 > 0:00:54or haven't got what you expected.
0:00:54 > 0:00:58Now, the insurance industry pays out millions of pounds every day,
0:00:58 > 0:01:03but it's when they reject the claim that so many of you write to us.
0:01:03 > 0:01:07While a lot of these claims are usually rejected for good reasons,
0:01:07 > 0:01:11there are always some where the explanation given can be,
0:01:11 > 0:01:14to say the least, a little unusual.
0:01:14 > 0:01:17We only buy insurance to protect us in an emergency.
0:01:17 > 0:01:22When it doesn't do that and it looks as if we've paid for nothing,
0:01:22 > 0:01:24it can be a dreadful blow.
0:01:24 > 0:01:27So throughout our stories, we'll have advice to keep in mind
0:01:27 > 0:01:30to make sure the same things don't happen to you.
0:01:31 > 0:01:34'On today's programme - pets at a premium -
0:01:34 > 0:01:37'the rising cost of caring for your furry friends.'
0:01:37 > 0:01:39This takes it to a whole new level
0:01:39 > 0:01:42because the increases are unbelievable.
0:01:42 > 0:01:46I feel they're holding us to ransom.
0:01:46 > 0:01:49'Three years after this family business burnt to the ground,
0:01:49 > 0:01:54'the frustrations of waiting to see if the insurance company will pay.'
0:01:54 > 0:01:57I'm mentally strained and tired of it all -
0:01:57 > 0:02:01it has put a massive strain on me and my family.
0:02:01 > 0:02:05'Plus we tackle more of your issues face to face at our Pop-Up Shop.'
0:02:08 > 0:02:11Of course, we all love our holidays.
0:02:11 > 0:02:14But the number of people going abroad without any travel insurance
0:02:14 > 0:02:17is on the rise
0:02:17 > 0:02:21and it's reckoned up to a quarter of us will go away unprotected.
0:02:21 > 0:02:23Then, if disaster strikes,
0:02:23 > 0:02:26that can turn out to be a very expensive mistake.
0:02:26 > 0:02:29Sometimes, of course, even when you DO have travel cover,
0:02:29 > 0:02:32it's no guarantee that your policy will pay out in the end.
0:02:32 > 0:02:36Barry and Jean wrote to us about an adventure they'd planned
0:02:36 > 0:02:38to the other side of the world,
0:02:38 > 0:02:43but when the holiday was interrupted in the most horrendous way,
0:02:43 > 0:02:46their insurance claim was turned down
0:02:46 > 0:02:49and they were given an extraordinary reason as to why.
0:02:53 > 0:02:58New Zealand was somewhere I've wanted to go to for a long time.
0:02:58 > 0:03:02Barry actually wanted to go to New Zealand as well.
0:03:02 > 0:03:05Fiji was my little bonus -
0:03:05 > 0:03:08I wanted to just chill out on a beach.
0:03:08 > 0:03:11'But Barry and Jean never made it to Fiji
0:03:11 > 0:03:14'and the end of their six-week holiday in February 2012
0:03:14 > 0:03:17'was not all what they'd planned for.'
0:03:17 > 0:03:20We had arrived in New Zealand and had a wonderful time,
0:03:20 > 0:03:24travelling around, before disaster struck.
0:03:24 > 0:03:27I'd begun to get a pain in my left side.
0:03:27 > 0:03:30Unfortunately, the pain got worse
0:03:30 > 0:03:32and, by five o'clock in the morning,
0:03:32 > 0:03:35I was struggling to breathe at all.
0:03:35 > 0:03:38I thought "This is serious."
0:03:38 > 0:03:42'The couple's holiday of a lifetime came crashing to a halt
0:03:42 > 0:03:44'and Jean was rushed to hospital.'
0:03:44 > 0:03:48'But with the medical centre not really equipped to treat her,
0:03:48 > 0:03:51'Barry had to take her by car to a bigger hospital
0:03:51 > 0:03:53'about an hour away.'
0:03:53 > 0:03:55It was a bit nerve-wracking
0:03:55 > 0:03:58because I didn't quite know how bad she felt.
0:03:58 > 0:04:01It wasn't actually until she got to the hospital
0:04:01 > 0:04:05that she deteriorated quite quickly.
0:04:05 > 0:04:07She was virtually not breathing
0:04:07 > 0:04:11and they all rushed in and... revived her.
0:04:11 > 0:04:15'Thankfully, the medical staff were soon able to get Jean stabilised.'
0:04:15 > 0:04:18'The doctors believed she'd had a pulmonary embolism,
0:04:18 > 0:04:22'perhaps brought on by deep vein thrombosis,
0:04:22 > 0:04:25'but, to be sure, Jean would need a CT scan,
0:04:25 > 0:04:28'which had to be done in a hospital five hours away in Dunedin.'
0:04:28 > 0:04:31'She was taken there by ambulance.'
0:04:31 > 0:04:34I just didn't know how long she was going to -
0:04:34 > 0:04:37or whether she was going to be all right at all.
0:04:37 > 0:04:42'It became clear that Jean's condition was not just serious,
0:04:42 > 0:04:44'but potentially life-threatening.'
0:04:44 > 0:04:48'Although caught in time, she needed to stay in hospital for treatment
0:04:48 > 0:04:51'and obviously wouldn't be able to continue her holiday.'
0:04:51 > 0:04:54'In fact, there was only one place she wanted to go to next.'
0:04:54 > 0:04:58There was obviously no question of going to Fiji,
0:04:58 > 0:05:01so it was a case of "How soon can I get out of here
0:05:01 > 0:05:03"and get back home again?"
0:05:04 > 0:05:08'After a week in hospital and a couple of further days' observation,
0:05:08 > 0:05:11'Jean was declared fit to fly
0:05:11 > 0:05:13'and the couple returned home.'
0:05:13 > 0:05:16When we walked through from arrivals,
0:05:16 > 0:05:19erm, at Heathrow,...
0:05:23 > 0:05:26..my grandsons came running.
0:05:26 > 0:05:29Erm,... it was marvellous.
0:05:30 > 0:05:32It was absolutely great
0:05:32 > 0:05:35because that was the point at which I realised
0:05:35 > 0:05:38I might not have seen them again.
0:05:38 > 0:05:41So relieved to be back home safely with their family,
0:05:41 > 0:05:45'they were confident that, as they'd arranged travel insurance with AXA,
0:05:45 > 0:05:48'one of Britain's best-known policy providers,
0:05:48 > 0:05:51'they would get back the thousands of pounds they'd lost
0:05:51 > 0:05:53'as they'd never made it to Fiji.'
0:05:53 > 0:05:58The main bulk of the claim was the loss of our holiday
0:05:58 > 0:06:00to Fiji -
0:06:00 > 0:06:04there was an invoice for £2,800.
0:06:04 > 0:06:06'In went the claim
0:06:06 > 0:06:10'and shortly afterwards the couple say they received a phone call
0:06:10 > 0:06:13'assuring them that it would be paid out in full.'
0:06:13 > 0:06:18I thought "This is great. I didn't think it was going to be this easy!"
0:06:18 > 0:06:22'So Barry and Jean waited for the settlement to come through.'
0:06:22 > 0:06:25'But their relief that all was being sorted quickly
0:06:25 > 0:06:29'turned to bewilderment when, soon afterwards, AXA sent them a letter
0:06:29 > 0:06:34'saying something different to what the couple say they'd been told.'
0:06:34 > 0:06:38Two weeks later, the letter came
0:06:38 > 0:06:41with the offer of a settlement
0:06:41 > 0:06:46and it was far from a complete settlement.
0:06:46 > 0:06:50'AXA now said that they'd cover the cost of Jean's stay in hospital.'
0:06:50 > 0:06:54'But when it came to the Fiji trip, they would only pay for Jean's half
0:06:54 > 0:06:58'because it was only her that had been hospitalised
0:06:58 > 0:07:01'and had to cut short her holiday.'
0:07:01 > 0:07:03They were happy to pay for Jean,
0:07:03 > 0:07:07but they weren't happy to pay for me
0:07:07 > 0:07:10because they said that my holiday wasn't curtailed.
0:07:10 > 0:07:13We were quite stunned really
0:07:13 > 0:07:16because we had carefully read the policy
0:07:16 > 0:07:19before we put in the claim, a number of times,
0:07:19 > 0:07:24and couldn't see what the problem was. We still can't.
0:07:24 > 0:07:27'AXA's policy states
0:07:27 > 0:07:32'that it would pay for "any unused travel and accommodation costs
0:07:32 > 0:07:35'"if cancellation of the trip is unavoidable
0:07:35 > 0:07:38'"or curtailment has been caused by illness of either you
0:07:38 > 0:07:41'"or any person with whom you are travelling."'
0:07:41 > 0:07:43'As Barry was travelling with Jean,
0:07:43 > 0:07:46'they couldn't understand why AXA was saying
0:07:46 > 0:07:49'they wouldn't get the full amount.'
0:07:49 > 0:07:53I phoned up and queried it and their reply was that,
0:07:53 > 0:07:57because I was not hospitalised,
0:07:57 > 0:07:59it was only my wife,
0:07:59 > 0:08:01my holiday wasn't curtailed.
0:08:01 > 0:08:05Something major like this, potentially life-threatening -
0:08:05 > 0:08:08this is what you have insurance for.
0:08:08 > 0:08:12'Jean and Barry simply can't understand AXA's position.'
0:08:12 > 0:08:15'But despite months of phone calls, e-mail and letters,
0:08:15 > 0:08:20'AXA wouldn't budge, insisting that the right decision had been made
0:08:20 > 0:08:23'and they wouldn't pay Barry's half of the cancelled trip to Fiji.'
0:08:23 > 0:08:28'It means the couple have been left nearly £1,400 out of pocket.'
0:08:28 > 0:08:32They were adamant that they weren't going to pay us any more money.
0:08:32 > 0:08:36The moral of the story is - never go on holiday with someone
0:08:36 > 0:08:41who you're not prepared to abandon should they become seriously ill.
0:08:41 > 0:08:43I just cannot believe
0:08:43 > 0:08:48how bad their performance has been, dealing with this claim.
0:08:49 > 0:08:53'We asked AXA why they hadn't paid out for both Jean and Barry
0:08:53 > 0:08:55'and finally there was good news.'
0:08:55 > 0:08:58'They said the decision was down to...'
0:09:00 > 0:09:04'Now, having "fully investigated" the case, the company has...'
0:09:07 > 0:09:10'..and has apologised for any inconvenience caused.'
0:09:10 > 0:09:13'And, although getting all their money back
0:09:13 > 0:09:16'brings to an end months of worry for Barry and Jean,
0:09:16 > 0:09:19'the experience has dampened their travelling spirit
0:09:19 > 0:09:22'and their next holiday will be closer to home.'
0:09:22 > 0:09:26Fiji's out, I think. It's a very long way.
0:09:26 > 0:09:31Instead of that, I'll choose a nice, big holiday that's not so far
0:09:31 > 0:09:33and have my time on the beach.
0:09:36 > 0:09:41If you've had any travel experience that you'd like us to investigate,
0:09:41 > 0:09:43then please do let us know.
0:09:43 > 0:09:48We'll have a whole series looking at holiday horrors early next year.
0:09:48 > 0:09:53So do send your stories to our usual address...
0:09:53 > 0:09:55We're always here.
0:09:58 > 0:10:02One type of insurance where the number of complaints is rocketing
0:10:02 > 0:10:04is pet insurance.
0:10:04 > 0:10:08We've seen a rise in the number of letters and e-mails on this topic
0:10:08 > 0:10:10and the Financial Ombudsman Service
0:10:10 > 0:10:14say that the number of people who have contacted them has doubled.
0:10:14 > 0:10:17The problems you've reported to us
0:10:17 > 0:10:20are typically to do with either soaring premiums
0:10:20 > 0:10:22or policies that have not paid out,
0:10:22 > 0:10:26which is why, however much you may love your four-legged friends,
0:10:26 > 0:10:29some of you are questioning whether or not getting them insured
0:10:29 > 0:10:31is actually worth it.
0:10:33 > 0:10:37'There's no escaping the fact that we're a nation of animal lovers.'
0:10:37 > 0:10:39'In fact, when money is tight,
0:10:39 > 0:10:42'we're more likely to cut back on luxuries for ourselves
0:10:42 > 0:10:45'than make our pets live without THEIR treats.'
0:10:45 > 0:10:51'And with the lifetime cost of a dog ranging from £16-31,000,
0:10:51 > 0:10:53'our pets are expensive.'
0:10:53 > 0:10:55Come on!
0:10:55 > 0:10:59'And last October, Peter, who owns Labradoodle Bentley,
0:10:59 > 0:11:02'discovered that Bentley would become even more expensive to own
0:11:02 > 0:11:06'when the premium for his pet insurance more than doubled.'
0:11:06 > 0:11:11'But Peter had every reason to think that Bentley was in tip-top health.'
0:11:11 > 0:11:14He's very sociable with other people, loves other people,
0:11:14 > 0:11:16loves many dogs
0:11:16 > 0:11:20and goes through life... He's also a very laid-back dog,
0:11:20 > 0:11:23so he tends to be found relaxed in the corner.
0:11:23 > 0:11:26'Bentley is now six years old
0:11:26 > 0:11:29'and Peter and wife Penny have owned him for the last four,
0:11:29 > 0:11:32'after seeing him at a rescue centre.'
0:11:32 > 0:11:36Being a rescue dog, we didn't know what had happened to him beforehand.
0:11:36 > 0:11:40All we knew is that, just before we got him,
0:11:40 > 0:11:42there was some neglect,
0:11:42 > 0:11:46because when we got him, his hair was in dreadlocks and matted,
0:11:46 > 0:11:50so he hadn't been cared for quite as well as he might've been.
0:11:50 > 0:11:54'Peter had no hesitation in taking out pet insurance for Bentley.'
0:11:54 > 0:11:57We've always been insured with our dogs
0:11:57 > 0:11:59because there's the medical aspect,
0:11:59 > 0:12:03but there's also if the dog causes an accident -
0:12:03 > 0:12:06the third-party cover, we think, is essential.
0:12:06 > 0:12:10'In November 2009, Peter insured Bentley with Argos pet insurance
0:12:10 > 0:12:15'and paid just under £140 for their Platinum cover.'
0:12:15 > 0:12:19We'd used Argos with our previous dog and had had no problems,
0:12:19 > 0:12:22so we went back to them because their quote was good.
0:12:22 > 0:12:26'Six months into the first year of cover, Bentley fell ill.'
0:12:26 > 0:12:28He had a problem with his hearing,
0:12:28 > 0:12:33which made him shake his head a lot, and we took him to the vet
0:12:33 > 0:12:37and he wouldn't let the vet inspect his ears because they were painful.
0:12:37 > 0:12:41The vet anaesthetised him and found out he had a perforated eardrum
0:12:41 > 0:12:43on one side,
0:12:43 > 0:12:46so we had to have all the treatment for that.
0:12:46 > 0:12:51'Peter made a claim for the treatment and Argos sent a cheque.'
0:12:51 > 0:12:55'Later that year, they also covered Bentley's follow-up treatment too,
0:12:55 > 0:12:59'but this had very little impact on Bentley's insurance premium.'
0:12:59 > 0:13:03'When Peter came to renew, it had only increased by nearly £50.'
0:13:03 > 0:13:07'A whole year passed, with no more medical emergencies.'
0:13:07 > 0:13:10'So the next time Peter came to renew the policy,
0:13:10 > 0:13:13'he was surprised to see that the premium had increased
0:13:13 > 0:13:15'by another £100.'
0:13:15 > 0:13:19'Nevertheless, he renewed again because he was happy with Argos.'
0:13:19 > 0:13:24'But last October, after another healthy year for Bentley,
0:13:24 > 0:13:26'he was more surprised to see that, this time,
0:13:26 > 0:13:29'his renewal quote had more than doubled -
0:13:29 > 0:13:31'from £287.59
0:13:31 > 0:13:35'to £594.73.'
0:13:36 > 0:13:39We were shocked. We'd had an increase in the previous year,
0:13:39 > 0:13:43but this one seemed to be totally out of proportion,
0:13:43 > 0:13:47particularly as we hadn't claimed in the previous year.
0:13:47 > 0:13:50We'd only claimed in the first year.
0:13:50 > 0:13:54'And, as there had been no claim on Bentley's insurance for two years,
0:13:54 > 0:13:57'Peter asked Argos to explain the increase.'
0:13:57 > 0:14:01Their main explanation was it was based on an increase in vet fees.
0:14:01 > 0:14:05When I said "We hadn't claimed", they said "That doesn't matter"
0:14:05 > 0:14:08because they didn't base it on your history,
0:14:08 > 0:14:11they based it on the average for the area
0:14:11 > 0:14:13and hence the fees within the area.
0:14:13 > 0:14:16'Unhappy with the rise, Peter started to shop around
0:14:16 > 0:14:18'for a more affordable quote,
0:14:18 > 0:14:22'but he discovered that doing so would be harder than he thought.'
0:14:22 > 0:14:25Basically, if you move to a new insurer,
0:14:25 > 0:14:28they will not cover you for anything the dog has been treated for.
0:14:28 > 0:14:32'Because the problems that led to Bentley's perforated eardrum
0:14:32 > 0:14:34'are common in dogs of his type,
0:14:34 > 0:14:37'Peter would have to declare it as a pre-existing condition,
0:14:37 > 0:14:41'so most insurers Peter contacted said Bentley would not be covered.'
0:14:41 > 0:14:45If we'd stayed with Argos and we had a recurrence of his ears,
0:14:45 > 0:14:47that would've been covered.
0:14:47 > 0:14:50But going to any other insurer, that would not occur.
0:14:50 > 0:14:55'So Peter could pay Argos twice as much for the same level of cover
0:14:55 > 0:14:59'or swap to another insurer and save hundreds of pounds -
0:14:59 > 0:15:02'just so long as Bentley's ear problems didn't come back.'
0:15:02 > 0:15:05I feel they're holding us to ransom
0:15:05 > 0:15:07with the way they deal with you.
0:15:07 > 0:15:10You suddenly get a quote come in,
0:15:10 > 0:15:13vastly greater than the one you had before
0:15:13 > 0:15:15and you've got this dilemma
0:15:15 > 0:15:18of "Do I just pay it to continue my cover
0:15:18 > 0:15:20"or are we prepared to risk
0:15:20 > 0:15:23"that his pre-existing condition will not reoccur?"
0:15:25 > 0:15:29'With other people also telling us their pet premiums have rocketed,
0:15:29 > 0:15:31'is pet insurance really worth it
0:15:31 > 0:15:35'or is it better to put money aside just in case of an emergency?'
0:15:35 > 0:15:39'One reason Argos had given for the rising cost of cover
0:15:39 > 0:15:42'was that vets' bills are becoming more expensive
0:15:42 > 0:15:46'and whilst smaller procedures have not seen a dramatic rise in price,
0:15:46 > 0:15:49'Alan Sim, who's a vet in Dorset, not far from where Bentley lives,
0:15:49 > 0:15:53'says it is true that the high-tech end of animal health care
0:15:53 > 0:15:55'is costly.'
0:15:55 > 0:15:59There's certainly been an obvious escalation in veterinary costs
0:15:59 > 0:16:04as more high-tech procedures become available
0:16:04 > 0:16:06for the pet population.
0:16:06 > 0:16:10Even as little as ten years ago, such things as MRI scans
0:16:10 > 0:16:13were highly unusual to be done on pets.
0:16:13 > 0:16:16Now it's really quite a common procedure,
0:16:16 > 0:16:20along with things like CT scans, radiotherapy -
0:16:20 > 0:16:23all the sort of high-tech science
0:16:23 > 0:16:25that has improved human medicine
0:16:25 > 0:16:29is coming into veterinary medicine in a big way.
0:16:29 > 0:16:32'And high-tech treatment means high prices.'
0:16:32 > 0:16:35For simple treatments and surgery,
0:16:35 > 0:16:39you may be able to treat minor problems for £50 or so.
0:16:39 > 0:16:43For a major orthopaedic operation, it is not unusual,
0:16:43 > 0:16:46particularly if the animal has to be referred to a referral centre,
0:16:46 > 0:16:49to pay several thousand pounds.
0:16:49 > 0:16:51'It was potential costs of this size
0:16:51 > 0:16:54'that influenced Peter's decision over Bentley's insurance.'
0:16:54 > 0:16:58'Ultimately, he decided that Argos's renewal quote was too expensive
0:16:58 > 0:17:01'and went with a quote from somewhere else,
0:17:01 > 0:17:05'even though Bentley would not be covered for every eventuality.'
0:17:05 > 0:17:07If we'd have carried on with them,
0:17:07 > 0:17:09paid this big amount,
0:17:09 > 0:17:11we would be covered for something,
0:17:11 > 0:17:15but we'd still have to pay this enormously increased premium,
0:17:15 > 0:17:19whereas, going to another insurer, we haven't got the same cover,
0:17:19 > 0:17:22but we've got less than half the amount to pay.
0:17:22 > 0:17:27'We asked Argos why Peter's renewal quote had risen so much.'
0:17:27 > 0:17:30'Though concerned to learn that he was unhappy,
0:17:30 > 0:17:32'after "an urgent investigation",
0:17:32 > 0:17:36'they concluded that the premiums Peter was quoted -
0:17:36 > 0:17:38'the highest level of cover - were...'
0:17:41 > 0:17:45'Argos say pet insurance is a type of health insurance...'
0:17:51 > 0:17:55'Other factors that impact on cost include claims history
0:17:55 > 0:17:58'and, as they said at the time, increasing vet costs.'
0:17:58 > 0:18:01'The company also point out that, in 2012,
0:18:01 > 0:18:04'it changed its underwriter to offer additional benefits
0:18:04 > 0:18:06'to ensure that customers...'
0:18:09 > 0:18:13'Peter's new cover is underwritten by the same company that Argos use,
0:18:13 > 0:18:17'but, at £250, it's well under half the cost he would have to pay
0:18:17 > 0:18:20'by keeping his old policy.'
0:18:20 > 0:18:23'And while he no longer has the same level of cover,
0:18:23 > 0:18:27'Peter is happy he made the decision not just to renew for another year.'
0:18:27 > 0:18:31You see on the telly people who've renewed their house insurance
0:18:31 > 0:18:33without looking at the figure.
0:18:33 > 0:18:35This takes it to a whole new level
0:18:35 > 0:18:41because the increases are unbelievable in this case
0:18:41 > 0:18:46and you're almost duty-bound to go with it
0:18:46 > 0:18:48if you want to retain the cover.
0:18:55 > 0:18:57'We've been on the road again,
0:18:57 > 0:19:00'opening up another of our Pop-Up Shops.'
0:19:00 > 0:19:02This year, we're in Liverpool.
0:19:02 > 0:19:07For one weekend, we've taken over this space in the shopping centre
0:19:07 > 0:19:10and this time, our shop is bigger and better than ever.
0:19:10 > 0:19:15You're right, because we have more experts to give free advice
0:19:15 > 0:19:18to people who come along with their consumer problems.
0:19:19 > 0:19:24We also have street workshops to help people avoid being ripped off.
0:19:24 > 0:19:30And I think we'll be inundated, so shall we get cracking? Let's go.
0:19:30 > 0:19:34Morning, everybody! Yay! Good morning. How are you all?
0:19:37 > 0:19:40'Outside the shop, we had a complaints corner,
0:19:40 > 0:19:43'where you could come and get things off your chest.'
0:19:44 > 0:19:47That makes me feel as if I am being ripped off.
0:19:48 > 0:19:50'Insurance was a real bugbear
0:19:50 > 0:19:53'and we heard a lot about one particular kind.'
0:19:53 > 0:19:56Do you know what annoys me? Mobile phones.
0:19:56 > 0:19:59Phone companies overcharging on the insurance.
0:19:59 > 0:20:03Me phone contract is like £36 a month
0:20:03 > 0:20:05and that's with insurance as well.
0:20:08 > 0:20:11'But it wasn't just insurance you came to see us about.'
0:20:11 > 0:20:14'Therese asked financial journalist Sarah Pennells
0:20:14 > 0:20:17'about collective energy saving,
0:20:17 > 0:20:20'an increasingly popular way of buying energy as a group
0:20:20 > 0:20:22'so you can negotiate a better rate.'
0:20:22 > 0:20:26I've heard about collective energy saving -
0:20:26 > 0:20:30will it benefit me because I live on my own?
0:20:30 > 0:20:34Bills keep going up and up and up and it's not funny any more.
0:20:34 > 0:20:37The advantage for you is you don't have to shop around
0:20:37 > 0:20:40and hopefully you should get a good deal.
0:20:40 > 0:20:44The disadvantage is you might not get the best deal
0:20:44 > 0:20:48for you as an individual, but it's worth investigating further.
0:20:48 > 0:20:53'Another of our money experts, James Daley, had some help for Marion,
0:20:53 > 0:20:55'who came to see us about pensions
0:20:55 > 0:20:59'after worrying that she'd be overcharged for advice.'
0:20:59 > 0:21:02What would normally happen when you buy an annuity,
0:21:02 > 0:21:05you'd get charged for the advice up front,
0:21:05 > 0:21:08which can come out of your pension pot.
0:21:08 > 0:21:10That should be a few hundred pounds.
0:21:10 > 0:21:12But I really doubt whether or not
0:21:12 > 0:21:15you should be paying anything like £3,000 for the advice
0:21:15 > 0:21:18and certainly not an ongoing fee.
0:21:19 > 0:21:24'Our experts have put together some free factsheets with their advice
0:21:24 > 0:21:26'from our Pop-Up weekend
0:21:26 > 0:21:30'and you can find them on our website.'
0:21:34 > 0:21:36'Still to come on Rip-Off Britain -
0:21:36 > 0:21:40'the consequences of not fully understanding an insurance policy.'
0:21:40 > 0:21:43I just want my home back.
0:21:43 > 0:21:45That's all I want - my home back.
0:21:46 > 0:21:51Next, another Rip-Off viewer who's ended up a very unhappy customer
0:21:51 > 0:21:53and wrote to us to tell us why.
0:21:54 > 0:21:58'Steve Grant has been in the panel-beating business for years,
0:21:58 > 0:22:01'repairing damaged vehicles for customers,
0:22:01 > 0:22:03'including big-name bus companies.'
0:22:03 > 0:22:05I started business in 2003
0:22:05 > 0:22:09doing cars, buses, coaches
0:22:09 > 0:22:12and numerous other things that needed painting.
0:22:12 > 0:22:16If a car has a scratch down the side or the bonnet
0:22:16 > 0:22:19or there's dent in the wing, my staff get the dent removed
0:22:19 > 0:22:22and then give it back to the customer in a perfect condition.
0:22:22 > 0:22:26'But this isn't Steve's first panel-beating business.'
0:22:26 > 0:22:28'That one has ceased trading,
0:22:28 > 0:22:31'thanks to an incident three years ago in July 2010,
0:22:31 > 0:22:34'which he's been battling with his insurer Aviva
0:22:34 > 0:22:37'to resolve ever since.'
0:22:37 > 0:22:39Business wasn't bad.
0:22:39 > 0:22:43It wasn't fantastic as there was a recession in 2010
0:22:43 > 0:22:47but we just finished a big contract with a major company
0:22:47 > 0:22:51and we were about to start another one with another company
0:22:51 > 0:22:56and we had six buses due in on the Monday.
0:22:56 > 0:22:58'At the end of that midsummer Friday,
0:22:58 > 0:23:01'Steve went home for the weekend.'
0:23:01 > 0:23:04'But a few hours later, he received the sort of phone call
0:23:04 > 0:23:06'every business owner dreads.'
0:23:06 > 0:23:11I was called about ten past, 20 past ten by the security
0:23:11 > 0:23:14up on the trading estate.
0:23:14 > 0:23:20His words was to me "Steve, your premises have got a fire."
0:23:20 > 0:23:23'20 minutes later, Steve arrived at the entrance to the trading estate,
0:23:23 > 0:23:26'but couldn't get close to his building.'
0:23:26 > 0:23:29'He told the fire brigade there were flammable paints inside,
0:23:29 > 0:23:34'then all he could do was watch as his business went up in smoke.'
0:23:34 > 0:23:38I was absolutely, er, gobsmacked.
0:23:38 > 0:23:40It took away...
0:23:40 > 0:23:44I felt that it just ruined my life overnight
0:23:44 > 0:23:48because it had taken me ten years to build a business up
0:23:48 > 0:23:51and to lose it in two hours -
0:23:51 > 0:23:54it... it destroyed me.
0:23:54 > 0:23:56It destroyed me.
0:23:56 > 0:24:00'The police and fire service started to investigate the possible cause,
0:24:00 > 0:24:02'but found nothing suspicious.'
0:24:02 > 0:24:06The fire report came back saying
0:24:06 > 0:24:10that the cause of the fire was accidental.
0:24:10 > 0:24:13The police came to me and said to me
0:24:13 > 0:24:16"Mr Grant, there's nothing suspicious here,
0:24:16 > 0:24:20"so good luck in the future" and they went.
0:24:20 > 0:24:24'The fire brigade concluded that the fire was an accident
0:24:24 > 0:24:27'and the police did not see fit to make further investigations.'
0:24:27 > 0:24:31'So Steve thought claiming on his insurance would be straightforward.'
0:24:31 > 0:24:35'He called his broker to ask him to make a claim.'
0:24:35 > 0:24:37He did contact Aviva,
0:24:37 > 0:24:40who were my insurers at the time,
0:24:40 > 0:24:44to let them know that I'd just had a major fire
0:24:44 > 0:24:48and there's been a catastrophe and obviously there's a major claim.
0:24:48 > 0:24:52'Steve estimates that around £160,000 worth
0:24:52 > 0:24:56'of materials and equipment was destroyed in the fire.'
0:24:56 > 0:24:59'He was also insured for disruption to his business,
0:24:59 > 0:25:02'but it became clear that claiming for this
0:25:02 > 0:25:06'and the expensive contents of the building would not be simple.'
0:25:06 > 0:25:09When I was interviewed by Aviva's loss adjusters,
0:25:09 > 0:25:11I was interviewed for many hours -
0:25:11 > 0:25:14four to five hours. Intense.
0:25:14 > 0:25:18Some of the questions were - locks on doors? Locks on windows?
0:25:18 > 0:25:22Where was the key? Were you the key holder?
0:25:22 > 0:25:24Did anyone else have keys?
0:25:24 > 0:25:27'Like anyone wanting a big claim resolved,
0:25:27 > 0:25:30'Steve was impatient for it to be settled.'
0:25:30 > 0:25:33'It can be frustrating having to wait for a decision on a big claim,
0:25:33 > 0:25:37'but it's necessary that every avenue is investigated
0:25:37 > 0:25:39'before a payout can be made.'
0:25:39 > 0:25:41'But, as the months went by,
0:25:41 > 0:25:44'Steve became increasingly unhappy
0:25:44 > 0:25:47'as Aviva began to raise other questions about the business
0:25:47 > 0:25:50'and whether he'd included all relevant information
0:25:50 > 0:25:52'when he took out the policy.'
0:25:52 > 0:25:57'He had to move to new premises and try to keep the business afloat
0:25:57 > 0:26:00'while £160,000 out of pocket.'
0:26:00 > 0:26:02Being me
0:26:02 > 0:26:05and strong-minded and things like that,
0:26:05 > 0:26:08I just didn't sit back.
0:26:08 > 0:26:10I just went and started up again,
0:26:10 > 0:26:15using my own personal money to start back up.
0:26:15 > 0:26:18I was one of the lucky ones who had a bit of money to do so.
0:26:18 > 0:26:22'Steve opened his new panel-beating business so he could keep working
0:26:22 > 0:26:26'while his solicitor and broker tried to get closer to a decision.'
0:26:26 > 0:26:29'But when, nine months after the fire, there was still no sign of it,
0:26:29 > 0:26:33'Steve felt the only way forward was to start legal proceedings
0:26:33 > 0:26:36'in the hope that it might force Aviva to pay out.'
0:26:36 > 0:26:40I've spent a lot of money, personal money,
0:26:40 > 0:26:42after the fire,
0:26:42 > 0:26:44due to setting up again
0:26:44 > 0:26:48and also paying legal fees and solicitors' fees...
0:26:49 > 0:26:51..in the excess of
0:26:51 > 0:26:55£86-87,000.
0:26:55 > 0:26:58'Steve's started legal proceedings against Aviva,
0:26:58 > 0:27:01'seeking over half a million pounds
0:27:01 > 0:27:05'to cover what he says is the damage to his business and loss of earnings
0:27:05 > 0:27:08'plus the value of the equipment and vehicles lost in the fire.'
0:27:08 > 0:27:11That's affected me massively,
0:27:11 > 0:27:14with work, my family life,
0:27:14 > 0:27:18my friends - all my friends have noticed a change in me.
0:27:18 > 0:27:21I'm not the same guy I was three, four years ago.
0:27:21 > 0:27:23'Steve's insurers Aviva
0:27:23 > 0:27:26'say they can't really comment on his case because...'
0:27:28 > 0:27:32'But they point out that at the time those proceedings began, they...'
0:27:35 > 0:27:37'They went on to say there were...'
0:27:39 > 0:27:41'..when Steve took out the policy
0:27:41 > 0:27:43'and, if they'd know these then,
0:27:43 > 0:27:47'it's "unlikely" Steve's business would've been insured at all.'
0:27:48 > 0:27:52'If you've ever thought it's getting tougher to make a successful claim,
0:27:52 > 0:27:54'you're in good company.'
0:27:54 > 0:27:57'Research earlier this year
0:27:57 > 0:28:00'from the British Insurance Brokers' Association - BIBA -
0:28:00 > 0:28:04'found that 89 per cent of brokers asked thought so too.'
0:28:04 > 0:28:06'So what should you do
0:28:06 > 0:28:09'if you're concerned about how your claim is being handled?'
0:28:09 > 0:28:13Talk to the insurer and hopefully the issue will then be resolved.
0:28:13 > 0:28:17If not, every insurer has a formal complaints procedure.
0:28:17 > 0:28:20At that point, the insurers are legally bound
0:28:20 > 0:28:23to respond to you within eight weeks.
0:28:23 > 0:28:26If they don't or you're not happy,
0:28:26 > 0:28:29an individual could take their complaint
0:28:29 > 0:28:31to the Financial Ombudsman Service.
0:28:31 > 0:28:35That's an independent body and they will investigate the claim.
0:28:35 > 0:28:38A business can't go to the Financial Ombudsman Service.
0:28:38 > 0:28:41Their only option is legal action.
0:28:41 > 0:28:43'Which was what Steve did.'
0:28:43 > 0:28:46'He's due to go to mediation in the autumn
0:28:46 > 0:28:48'to try to resolve his case.'
0:28:48 > 0:28:51'He says he'd never have expected that making an insurance claim
0:28:51 > 0:28:55'would've taken so long and had such an effect on him.'
0:28:55 > 0:28:58I've still got a business to run and a family to look after
0:28:58 > 0:29:03and it has put a massive, massive strain on me and my family.
0:29:08 > 0:29:12'Most companies you tell us about haven't set out to rip you off,
0:29:12 > 0:29:14'so when you feel that has happened,
0:29:14 > 0:29:17'it may be that their terms and conditions weren't clear enough
0:29:17 > 0:29:21'or that there's been a mistake that they've been slow to put right.'
0:29:21 > 0:29:26'Whatever the situation, you need to know what to do and where to turn.'
0:29:26 > 0:29:29'So we've put together a guide of tips and advice.'
0:29:29 > 0:29:32'You can find a link to the free guide on our website...'
0:29:35 > 0:29:39'Or, for a hard copy, send a stamped, A5, self-addressed envelope
0:29:39 > 0:29:43'to the address that we'll give you at the end of the programme.'
0:29:43 > 0:29:45Perhaps the most common frustration
0:29:45 > 0:29:48when you're making any sort of insurance claim
0:29:48 > 0:29:52is how long it can take to get the whole thing resolved.
0:29:52 > 0:29:55And that can make life especially difficult
0:29:55 > 0:29:58if you've got a problem that needs putting right urgently.
0:29:58 > 0:30:01For example, if, like our next family,
0:30:01 > 0:30:05you're stuck with a gaping big hole in the ceiling.
0:30:09 > 0:30:12'Knowing what is and isn't covered under any insurance policy
0:30:12 > 0:30:16'can be tricky, as Edna has found out to her cost.'
0:30:16 > 0:30:19'As a mum of three, she's used to handling what life throws at her,
0:30:19 > 0:30:22'but, for the last nine months, she's come unstuck
0:30:22 > 0:30:26'by some of the terms of her home-insurance policy.'
0:30:26 > 0:30:30I was disturbed in my sleep at about 2am, 2.30am,
0:30:30 > 0:30:33by drip, drips, drips, you know.
0:30:33 > 0:30:37I just couldn't figure out where the drips were coming from.
0:30:37 > 0:30:39I had to wake my husband up
0:30:39 > 0:30:45and we put the light on and noticed that it was coming from the ceiling.
0:30:45 > 0:30:47It was raining in my room.
0:30:47 > 0:30:50We didn't know what to do, who to call, it was 2am.
0:30:50 > 0:30:54'Edna had to move fast to minimise the damage.'
0:30:54 > 0:30:57I had buckets,
0:30:57 > 0:31:00bowls, pans everywhere.
0:31:00 > 0:31:04My bedroom, the hallway
0:31:04 > 0:31:07and my sitting room. It was raining.
0:31:07 > 0:31:11We couldn't sleep. I don't know how morning came, but it came.
0:31:11 > 0:31:16And first thing I did was I was on the phone to my insurance company.
0:31:16 > 0:31:20'It turned out that that boiler tank in the loft was leaking,
0:31:20 > 0:31:22'dripping through the ceiling.'
0:31:22 > 0:31:25'But as Edna had home and contents insurance,
0:31:25 > 0:31:28'she was confident that all would be resolved relatively quickly.'
0:31:28 > 0:31:31When you own a property,
0:31:31 > 0:31:36it's paramount that you have... you have your policies right.
0:31:36 > 0:31:39Peace of mind, safety measures -
0:31:39 > 0:31:42we know that things are very expensive,
0:31:42 > 0:31:46so it's good when you have things in place,
0:31:46 > 0:31:50then you don't have to worry, you know that you're protected.
0:31:50 > 0:31:54'At first, it did seem that Edna's prudence was paying off.'
0:31:54 > 0:31:57I rang the insurance company
0:31:57 > 0:32:01and they sent their men out to establish the facts.
0:32:01 > 0:32:04There was a ring in the hot-water tank that snapped
0:32:04 > 0:32:07and that caused an overflow.
0:32:07 > 0:32:09Hence the leak.
0:32:09 > 0:32:13Now, in order for me to control the leak,
0:32:13 > 0:32:15we had to start running water.
0:32:15 > 0:32:20'The boiler-breakdown company told Edna to drain the leaking tank,
0:32:20 > 0:32:25'so the family had to manage without heating or hot water in November!'
0:32:25 > 0:32:30'The only source of hot water was an electric shower downstairs.'
0:32:30 > 0:32:35It was upsetting. It was frustrating for myself and my husband.
0:32:35 > 0:32:39'Edna's insurers said they were willing to pay Edna £1,171
0:32:39 > 0:32:44'to fix the damage caused by the leak to the ceiling and the floors.'
0:32:44 > 0:32:48'They usually offer a choice between them finding someone to do the work
0:32:48 > 0:32:52'or giving customers the money to get it sorted out themselves.'
0:32:52 > 0:32:55'The company is confident that Edna was given both options,
0:32:55 > 0:32:57'although Edna says she wasn't.'
0:32:57 > 0:33:00'Either way, the claim was settled with a cash payment,
0:33:00 > 0:33:03'leaving Edna to get the damage repaired.'
0:33:03 > 0:33:07'But before she could start on the ceiling, the tank needed fixing
0:33:07 > 0:33:09'and there was a problem with that -
0:33:09 > 0:33:13'her water tank was lined with asbestos.'
0:33:13 > 0:33:16'It would have to be completely replaced
0:33:16 > 0:33:19'and repairs to the water tank were not covered in her home insurance.'
0:33:19 > 0:33:23'Edna would have to find a specialist in that sort of thing
0:33:23 > 0:33:25'at her own expense.'
0:33:25 > 0:33:31I never knew that we had asbestos in the hot-water tank
0:33:31 > 0:33:33and that came as a shock.
0:33:33 > 0:33:39We were asked to get a private... company
0:33:39 > 0:33:41to come and remove the tank.
0:33:42 > 0:33:46'By now, it had been five weeks since the initial leak.'
0:33:46 > 0:33:50'Edna felt her insurance company should help with the tank's repair
0:33:50 > 0:33:53'and had taken her case to the ombudsman.'
0:33:53 > 0:33:57'But before a decision could be made, disaster struck.'
0:33:57 > 0:34:00'Despite her efforts to minimise the use of the boiler,
0:34:00 > 0:34:04'the tank continued leaking and the pressure of the water on the ceiling
0:34:04 > 0:34:08'had got so great that it finally gave way.'
0:34:08 > 0:34:12It felt like a loud noise -
0:34:12 > 0:34:15the whole house was in dismay.
0:34:15 > 0:34:18Things damaged,
0:34:18 > 0:34:20my husband's clothes,
0:34:20 > 0:34:22bed sheets ruined...
0:34:22 > 0:34:27I can't find the right word to describe the unpleasantness.
0:34:27 > 0:34:30It was... It was hell.
0:34:30 > 0:34:32It was a nightmare.
0:34:34 > 0:34:37'This time, the damage was extensive,
0:34:37 > 0:34:41'affecting the loft, two bedrooms and two rooms on the ground floor.'
0:34:41 > 0:34:45'Edna got on the phone to her insurers - again -
0:34:45 > 0:34:49'to tell them about the incident and she was relieved when they told her
0:34:49 > 0:34:52'they would give her an additional £2,700
0:34:52 > 0:34:55'to repair the latest damage.'
0:34:55 > 0:34:59They were very prompt and I must compliment them for that.
0:34:59 > 0:35:02They came promptly to assess the damage.
0:35:02 > 0:35:07I'm not a builder, so I thought that was a reasonable offer.
0:35:07 > 0:35:09And it kind of reassured me
0:35:09 > 0:35:11because they were so confident.
0:35:11 > 0:35:14'But Edna's relief was short-lived.'
0:35:14 > 0:35:18'Because they'd given her a cash settlement for the first claim,
0:35:18 > 0:35:21'her insurer assumed she'd want the same with the second,
0:35:21 > 0:35:25'so it was down to Edna to find a builder who could fix the damage
0:35:25 > 0:35:28'for the amount the insurers had said they'd be willing to pay.'
0:35:28 > 0:35:32'Edna didn't want to find someone - she wanted her insurer to do it
0:35:32 > 0:35:36'and she asked them to reconsider, but the company refused.'
0:35:36 > 0:35:38'And they were entitled to do so.'
0:35:38 > 0:35:41'Edna had not realised that, under the terms of her policy,
0:35:41 > 0:35:43'her insurer was not obliged
0:35:43 > 0:35:47'to identify or organise anyone to do the job for her.'
0:35:47 > 0:35:50'In fact, it's common practice
0:35:50 > 0:35:54'for companies to offer cash to settle claims.'
0:35:54 > 0:35:57'But although her insurer has paid out on both of her claims,
0:35:57 > 0:36:00'Edna still feels disappointed and confused.'
0:36:00 > 0:36:05'She hadn't realised that her water tank was not covered by her policy
0:36:05 > 0:36:09'or that SHE would have to find the contractors to repair the damage.'
0:36:09 > 0:36:13'But, as all of these exclusions were stated in Edna's policy,
0:36:13 > 0:36:15'there is little she can do.'
0:36:15 > 0:36:19'In the meantime, as she hasn't yet found anyone to do the job for her,
0:36:19 > 0:36:23'the hole in her ceiling and the damage still remains.'
0:36:23 > 0:36:26So you can see the impact of the damage.
0:36:26 > 0:36:28This is very, very awful.
0:36:28 > 0:36:31'The leaks have left their mark in the kitchen as well.'
0:36:31 > 0:36:34There's the impact.
0:36:34 > 0:36:39In December, January, the whole ceiling was discoloured
0:36:39 > 0:36:42and it's drying now,
0:36:42 > 0:36:44but you can see traces.
0:36:44 > 0:36:46You can see how bad it was.
0:36:46 > 0:36:49I just want my home back.
0:36:49 > 0:36:52That's all I want - my home back.
0:36:53 > 0:36:56'Edna's insurance company told us that they...'
0:37:00 > 0:37:03'But, to be fair to all of their customers...'
0:37:09 > 0:37:11'In this situation, they're...'
0:37:13 > 0:37:16'..where the damage is covered under Edna's policy.'
0:37:16 > 0:37:19'But this does not extend to making further payments
0:37:19 > 0:37:23'or arranging for contractors to do the repairs that are not covered.'
0:37:23 > 0:37:25'They say...'
0:37:27 > 0:37:31'..who have provided a reasonable estimate to do all of the work
0:37:31 > 0:37:34'within the cash payments that she will receive,...'
0:37:38 > 0:37:42'Edna's situation is a reminder that, with any insurance,
0:37:42 > 0:37:45'you need to double-check you're happy with what you're covered for
0:37:45 > 0:37:49'and what exclusions there might be before you have to make a claim
0:37:49 > 0:37:53'so you can be sure you'll get the cover you expect.'
0:37:53 > 0:37:56'Edna's insurer has given her a payment of £200
0:37:56 > 0:37:59'in recognition of the inconvenience that she's experienced,
0:37:59 > 0:38:03'but she remains unhappy with the way her claim has been handled.'
0:38:03 > 0:38:06It's disappointing. I'm very disappointed.
0:38:13 > 0:38:18'Every day, UK insurance companies pay out £108 million in claims
0:38:18 > 0:38:21'on everything from home contents to life insurance
0:38:21 > 0:38:24'and cancelled holidays to stolen computers.'
0:38:24 > 0:38:27'That may sound like a lot, but even the insurers themselves
0:38:27 > 0:38:30'believe they're becoming stricter when it comes to paying out
0:38:30 > 0:38:34'and complaints about insurers not paying are on the up.'
0:38:35 > 0:38:38I had an accident many years ago on a pushbike
0:38:38 > 0:38:41and I'd had insurance for if you have an accident
0:38:41 > 0:38:44and I had one on a credit card and another insurance
0:38:44 > 0:38:47and didn't pay off for either.
0:38:47 > 0:38:52They paid out the right amount, but I had to go through court
0:38:52 > 0:38:55to prove that I'd actually had it stolen,
0:38:55 > 0:39:00erm, and it was quite a gruelling... a gruelling interview.
0:39:00 > 0:39:04They owed me some money and it took me six months to get the money back.
0:39:04 > 0:39:08Most insurance companies, they promise you the earth,
0:39:08 > 0:39:11then, when you try and get the earth, you don't even get gravel.
0:39:11 > 0:39:14So if you want an insurance policy
0:39:14 > 0:39:18and you don't want to fall foul of the small print or rules,
0:39:18 > 0:39:20what should you look out for?
0:39:20 > 0:39:23The first thing is to shop around.
0:39:23 > 0:39:26Insurance policies vary really widely,
0:39:26 > 0:39:29so get one that's right for you.
0:39:29 > 0:39:32If you want household insurance,
0:39:32 > 0:39:35make sure the policy will pay out to find the root of a problem
0:39:35 > 0:39:37and not just to repair the damage.
0:39:37 > 0:39:40If you have a flood in the kitchen,
0:39:40 > 0:39:44it could be expensive to rip up the floor or take out the units.
0:39:44 > 0:39:48And check what the insurer will ask for in terms of evidence
0:39:48 > 0:39:52because some insurance companies set the bar higher than others.
0:39:52 > 0:39:56One company may expect you to keep receipts of everything you own
0:39:56 > 0:40:00and another may expect you to file a police report,
0:40:00 > 0:40:03even if something's been lost rather than stolen on holiday.
0:40:03 > 0:40:08It could make a claim much harder if you choose the wrong policy.
0:40:08 > 0:40:11Well, while it my feel harder to make a claim,
0:40:11 > 0:40:13because of a change in the law,
0:40:13 > 0:40:16the odds are stacked in favour of the consumer
0:40:16 > 0:40:18and not the insurance company.
0:40:18 > 0:40:21Up until earlier this year,
0:40:21 > 0:40:25it was your responsibility to tell an insurer anything they should know
0:40:25 > 0:40:28and if you didn't disclose something relevant,
0:40:28 > 0:40:30they could turn down your claim.
0:40:30 > 0:40:33But now insurers must ask you specific questions.
0:40:33 > 0:40:36If there's something they want to know, they must ask you
0:40:36 > 0:40:39and if they don't, they can't refuse your claim.
0:40:39 > 0:40:42But insurance isn't a one-way street.
0:40:42 > 0:40:47It's crucial you are honest in what you tell your insurance company,
0:40:47 > 0:40:50that you read the small print and that you stick to the rules
0:40:50 > 0:40:53because that could make all the difference
0:40:53 > 0:40:56between getting the payout you need and having your claim rejected.
0:41:01 > 0:41:06'At Rip-Off Britain, we're always keen to hear more of your stories.'
0:41:06 > 0:41:09'And we're particularly interested in ones to do with food
0:41:09 > 0:41:12'for a new series next year.'
0:41:12 > 0:41:16'Confused by all those different labels on the supermarket shelves?'
0:41:16 > 0:41:19'Worried that products described as "healthy"
0:41:19 > 0:41:21'may be nothing of the kind?'
0:41:21 > 0:41:25'Whatever's worrying you about the things we put on our plates,
0:41:25 > 0:41:27'you can write to us at...'
0:41:36 > 0:41:38'Or send us an e-mail to...'
0:41:41 > 0:41:45'The Rip-Off team is ready and waiting to investigate your story.'
0:41:48 > 0:41:51We've been hearing today about situations
0:41:51 > 0:41:54where your insurance hasn't worked out the way you expected.
0:41:54 > 0:41:59But it is rather good to be able to report that it's not all bad news.
0:41:59 > 0:42:04For years, we've been talking about the sky-high cost of car insurance.
0:42:04 > 0:42:07So it's great to see that the cost of that, in particular,
0:42:07 > 0:42:09has been falling in recent months.
0:42:09 > 0:42:12That has to be good news.
0:42:12 > 0:42:15But while premiums are still a lot higher than they were six years ago,
0:42:15 > 0:42:18it's fantastic to see them finally coming down
0:42:18 > 0:42:21and at a record rate, according to the AA.
0:42:21 > 0:42:25Perhaps some of the other areas where you've told us you think
0:42:25 > 0:42:28that your insurance is too expensive may be next on the list.
0:42:28 > 0:42:32That's all we have time for today, but do keep your stories coming,
0:42:32 > 0:42:36about not just insurance, but anything you spend your money on.
0:42:36 > 0:42:39We'll be back to investigate more of them very soon.
0:42:39 > 0:42:42Thanks for joining us today. From all of us, bye-bye.
0:42:42 > 0:42:44Bye-bye. Bye-bye.
0:43:05 > 0:43:08Subtitles by Red Bee Media Ltd