I lost my faith on vacation and my insurance company told me that I can not complain: who is right?

Unfortunately, I lost my wedding ring by swimming in the sea while I was on holiday in Rhodes.

I contacted Saga – with whom I took out a holiday insurance – to check if I was covered by travel policy.

The answer is yes, provided that it has at least one, but preferably all three of the following details: a reported loss notification, proof of ownership and proof of value.

Since I only have a picture of my faith and nothing else, I said I can not complain.

Are they unreasonable or are they unjust? Paul, from Beverley, via email.

At This is the money reader who lost his faith at sea and is now trying to get an insurance

Grace Gausden, of This is Money, replies: Recruiting insurance can often be an exasperating process.

That feeling of frustration can be exacerbated when the object you are trying to claim is of great sentimental value.

It makes things more complicated when you do not have the information you need to file a complaint.

You say you reported this to Saga and asked for a reported loss notification – and most insurers probably would.

This means that if policyholders can not or do not report a theft or loss to the police, they must provide other independent evidence such as a letter from their transport company or hotel.

For many vacationers, it would not be immediately obvious to ask a letter to your hotel or transport company, testifying to the fact that they had lost an item.

It is understandable that you did not think to tell the hotel how the ring was dropped into the sea and was not somewhere that could be found again.

However, it is always worth reading your insurance policy to make sure you have everything you need if you have to file a claim.

A representative of Saga said he does not have a record of your complaint.

They added that if an object was lost and the person who lost it did not know exactly when and where, then it would take into account this fact that there would be no obvious person to refer to.

In your situation, even if you know when and where you lost your ring, there is still no obvious person to report the loss to.

You also say that Saga requested proof of ownership. Since the wedding ring was over 27, there is no receipt that can be produced by confirming the proof.

The photographic evidence is often sufficient evidence in the digital era to provide insurers with proof of ownership.

If there is a piece of jewelry or a valuable item that takes you away with you, it is worth taking a picture, just in case something happens and you have to show it as yours.

However – you say that your request has been rejected – so it would seem that it is not always sufficient and that other forms of proof are necessary.

Saga says that proof of the images should be sufficient, so perhaps some threads have been crossed here.

Greece: Paul was on holiday in Rhodes when he unfortunately lost his wedding ring at sea

Finally, you say that Saga asked for proof of the value of your wedding ring.

Although not assessed, it is highly recommended by all insurers that jewelry and other valuables should be assessed for insurance purposes.

These ratings should also be updated every two years to ensure they are correct. It is normal for insurers to request an assessment when customers file a claim.

This makes the request process easier and gives customers peace of mind that, in the event of an incident, they have a way of demonstrating how much their articles are worth.

A spokesman for the Saga said: "We appreciate that customers do not always have all the necessary evidence to support their request, so we will work with them to get as much detail as possible so they can be able to file their complaints successfully."

Regarding the complaint, Saga says that he has not registered one.

He added: "Obtaining a police report or notifying someone of a loss is not always feasible or reasonable, so we should take this into account when reporting.

We also deal with cases where people have not obtained updated ratings for the articles and in these situations we work with the customer to ascertain the probable value, based on the description they give us, the metal they are made of jewelry, what is carat and then look at what the probable replacement cost might be. "

"We understand that people may not have receipts for items like the faiths that have been owned for a long time and then the photographs of objects or even the box in which the article was placed are often sufficient evidence of ownership."

Asked if someone should not hand over any of this information, what would happen, Saga said: "In our experience, people tend to be able to provide some of this information.

"We always work with the customer to find out what information they need to help them make a complaint. & # 39;

Saga promised to contact you to review your complaint.

What you can do to make sure you make an insurance claim smoothly

Saga gave this advice to customers who take out travel insurance:

1) Try to keep receipts where possible for items you take on vacation as this will make the complaint process much easier if you happen to lose it.

2) Take photographs of your precious assets to make sure you get a similar replacement product if you do not have a receipt.

3) If an item is stolen on holiday, be sure to get a report from the police to be delivered to the insurer.

4) If you lose a valuable item, report it to the Hotel, to the restaurant, to the airline or to the tour operator, where possible to record the loss.

5) If you have precious jewels do it regularly assessed (this applies to both home insurance as well as travel insurance) to make sure you have the right amount of coverage.

If you have a cover for personal property away from home on your home insurance policy, this may have a more generous single article limit than travel insurance, so particularly expensive items are better covered by insurance policies home.

6) Where possible, leave valuables, in particular cash, in a hotel safe, withdraw only the cash that is deemed necessary for the day.

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