CHECKMEND: Updating insurance claim records

 

The following article is a guide in how to arrange for insurance claim records to be removed from a serial number. It is intended to assist CheckMEND users by providing you with step by step instructions on how to remove records that may be causing a ‘red flag’ result to appear on a CheckMEND certificate. This article assumes you are the rightful owner of the item of property and have a valid claim to ownership for it. 


Step 1: You need to find out what insurance company is holding the insurance claim record. Even if you suspect you know what insurance company it is we still strongly recommend that you first contact the CheckMEND support team so we can give you some specific information about it. See the Knowledgebase article HERE for further details on this.

Q: I have insurance but not with the company that CheckMEND said filed the claim. Why is this?

 

Step 2: Don’t panic. We are fully aware that insurers can put records in place for a variety of perfectly innocent reasons and no one here is accusing you of having committed any crimes. 

Should you get stuck at any point in the following steps then you can find answers to the most common problems at the end of this article. If this does not help then you can still contact us again for advice. If you tell us what step you are on and what the problem you are having with it is then we will do all we can to help.

 

Step 3: There can be many situations that can result in an insurance claim appearing in the records. Please read the below categories and decide which one best applies to you:

 

A) You made a valid insurance claim and received payment or a replacement as a result

Speak with your insurer about what their policies are in relation to the ownership status of that property. The insurance company will be able to advise you on what their policies are and decide whether they will remove the claim record or seek to reclaim the property themselves. If the insurer is not interested in claiming the item of property themselves then we recommend you follow the advice in Step 4 for requesting that they remove their claim records.

Q: My insurance company want the item of property returned to them, but it is currently been held by a recycler. What do I do?

 

B) You started to file an insurance claim but it was never completed and you did not receive any payout or a replacement for it

Using the advice available in Step 4 you should contact your insurance company and inform them that their records are showing your property as claimed for and that they need to be updated. You will want to have to hand any insurance claim reference’s or the details of the date that the claim was started on. 

 

C) You have never made an insurance claim on this item and do not know why it is there now

If you have never claimed insurance on this phone or do not know why it would be showing as insured then you should contact the insurer with details relating to where the property came from and any information you have relating to your proof of purchase for it. The insurer should be able to confirm if the insurance claim record is valid or not. If the claim record is invalid then use the advice in Step 4 and arrange for the insurer to remove the claim record. 

 

 

Step 4: We strongly recommend you use the following guidelines. When contacting the insurance provider you should include the serial number of your property and any insurance claim reference numbers that you may have available. Where possible contact the insurer using a written form or email in order to ensure any responses you get are in writing. This is important for keeping a written record of evidence to what has been said and makes it possible for us to follow up on any problems that you may encounter.

Note: Website links and phone numbers occasionally change. We try our best to keep this help article as up to date as possible, however if you find that any of the below details are not working then please let us know.

 

Q: What if the insurance company tell me they do not have a claim record for this?

 

Assurant or Lifestyle Services Group (LSG)

A specific contact point is available for contacting Assurant/LSG where trained staff are available for handling enquiries relating to their insurance claim records. You can contact them by sending an email to: ClaimsInvestigationUnit@lifestylegroup.co.uk

It is not recommend that you contact them using alternative means such as by phone. Doing so will put you in touch with their general support department who may not be familiar with this process and this can lead to confusion and a delay in correcting any out of date or invalid insurance claim records.

If LSG choose to remove an insurance claim record from an item of property, then they will be able to do this as part of their own internal processes and no further action from you is required. Proceed to Step 5 after the insurer has confirmed they will remove the record.

 

Carphone Warehouse (CPW)

The best method of contacting Carhpone Warehouse is to use the details provided in your insurance policy documents. If that information is not available for you then you can try using the contact page found on their website at: https://selfhelp.carphonewarehouse.com/SelfHelp/request.do?forward=contactus

If they choose to remove the insurance claim record, or if their system indicates that there is no record, then you should request that they escalate this to the relevant department that deals with the management of their claim records. They should then be able to arrange for the record to be removed.

 

Carphone Warehouse (RBS)

RBS insurance records are supplied via Carphone Warehouse, but are also managed by Aviva. As such you will want to contact Aviva support, not Carphone Warehouse. You should find that there is contact information as well as account reference numbers in any insurance documentation that you have with RBS. If that is not available then you can call them on 0845 266 8801. If they are unable to help we recommend emailing contactus@customer.aviva.co.uk with details of your enquiry and a request for them to investigate the claim record. They should then be able to help further from there.

If they choose to remove the insurance claim record, or if their system indicates that there is no record, then you should request that they escalate this to the relevant department that deals with the management of their claim records. They should then be able to arrange for the record to be removed.

 

CPP Insurance

The CPP contact email address is: enquiries@cpp.co.uk

If they choose to remove the insurance claim record you should request that they also send a confirmation email of the removal to support@checkmend.com so that we can ensure the record of the claim is removed from all associated systems. 

 

Direct Group Validation Services

The contact for Direct Group insurance claim record enquieries is Leigh Mayson, his email address is: leigh.mayson@ryandirectgroup.co.uk

When you contact Leigh Mayson please provide him with information relating to any pre-existing insurance references you have with this item, or if you have no insurance for the item then provide him with details on where you originally purchased the item from. He will then be able to look in to the records and identify if there is a valid claim associated with the handset or if it is a record that can be removed. If it is an old or invalid record he will arrange for the removal, at which point please contact CheckMEND support and we will be able to confirm when the records have updated to reflect this change.

Please be aware Leigh Mayson will only be able to assist with Direct Group insurance claim record enquiries specifically relating to the trade of second hand property. Any other enquiries should be sent to the Direct Group general support team. Contact details for them can be found on their website at: http://www.directgroup.co.uk/contact/

 

Citymain Insurance Solutions

The Citymain contact email address is: customerrelations@citymain.com


If they choose to remove the insurance claim record you should request that they also send a confirmation email of the removal to support@checkmend.com so that we can ensure the record of the claim is removed from all associated systems. 

 

Supercover Insurance

The Supercover Insurance contact page can be found at: http://www.supercoverinsurance.com/contact_us.php
If they choose to remove the insurance claim record you should request that they also send a confirmation email of the removal to support@checkmend.com so that we can ensure the record of the claim is removed from all associated systems.

 

Aviva

The Aviva contact page can be found at: http://www.aviva.co.uk/contact-us/
Their contact email address is: contactus@customer.aviva.co.uk
If they choose to remove the insurance claim record you should request that they also send a confirmation email of the removal to support@checkmend.com so that we can ensure the record of the claim is removed from all associated systems.

 

Budget Mobile Cover/Bournmouth Independent Group (BIG)

The contact page email address for Budget Mobile cover claim enquiries is: customerservices@budgetmobilecover.co.uk
If they choose to remove the insurance claim record you should request that they also send a confirmation email of the removal to support@checkmend.com so that we can ensure the record of the claim is removed from all associated systems.

 

TrinityM

The contact for TrinityM insurance claim record enquieries is Louisa Shilling. Her email address is: Louisa.Shilling@trinitym.co.ukuk

When you contact Louisa Shilling please provide her with information relating to any pre-existing insurance references you have with this item, or if you have no insurance for the item then provide her with details on where you originally purchased the item from. She will then be able to look in to the records and identify if there is a valid claim associated with the handset or if it is a record that can be removed. If it is an old or invalid record she will arrange for the removal, at which point please contact CheckMEND support and we will be able to confirm when the records have updated to reflect this change.

Please be aware Louisa Shilling will only be able to assist with TrinityM insurance claim record enquiries specifically relating to the trade of second hand property. Any other enquiries should be sent to the TrinityM general support team. Contact details for them can be found on their website at: http://www.trinitym.co.uk/contact%20us.html

 

Other Insurance Companies

Not all insurance companies are listed here. If the claim record comes from a different insurance company you should find their contact us page by searching on the internet for their company website. A ‘Contact Us’ page can be found on those websites. Alternatively please contact us and we can find the contact details for you.

If they choose to remove the insurance claim record you should request that they also send a confirmation email of the removal to support@checkmend.com so that we can ensure the record of the claim is removed from all associated systems.

 

Step 5: After the insurance claim record has been removed, please contact CheckMEND again. We will be able to re-check the records and provided confirmation for you once all associated systems have been cleared. 

 

Questions and Answers

 

I have insurance but not with the company that CheckMEND said filed the claim. Why is this?

Many of the companies who file claim records handle the insurance claims for insurance providers that have various different brand names. The insurance provider you are using may therefore be operating under a different name to the company that actually processes the insurance claim. We strongly recommend directly contacting the company CheckMEND has identified as the insurance claim holder. Attempting to contact a company operating under a different name will likely only put you in touch with support staff unfamiliar with how their claim record management is handled, causing delays and confusion with clearing the claim record.

Back to Step 1

 

My insurance company want the item of property returned to them, but it is currently been held by a recycler. What do I do?

If there has been a valid insurance claim completed for an item of property then most insurers will claim legal ownership of that property and want it returned to them. If you have sent that property to a recycling company then that company may be holding on to it due to a red flag result in a CheckMEND report. In such situations we recommend you pass the contact details of the recycler company through to the insurer. They will then be able to contact the recycler directly to arrange for the property to be released and returned to them. 

Back to Step 3

 

What if the insurance company tell me they do not have a claim record for this?

If the insurance company have told you that they do not have any outstanding claims on the property then we recommend you ask the insurer to send an email to support@checkmend.com stating this information. We can then in most cases escalate such problems to someone further up within the insurance company who will be able to arrange for outdated or invalid records to be removed. 

Back to Step 4

 

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