Is there such a Thing?

I have a small place in Southern Spain.
The house was burgled last December.
One of the labourers who was working on the house appears
to have found a spare key to the house (there was no sign of forced entry)
which was hidden on the land surrounding the house - must have been hidden
by the former owner of the house.
After the building work was completed he has gone back to the house and
Burgled it. His fingerprints were found and he has subsequently been charged
with burgalry. The crime report clearly states that although there was no
signs of forced entry in Spanish Law it is forced entry as he did not have permission
to go into the house.
My Insurance company are basically refusing to pay up as they say it is not forced
entry.

Any suggestions?

Craig

As far as I know this is the main governing body for all insurance companies (whether home cover, car cover etc):

Customer Ombudsman whom you may contact in second instance:
d.a.defensor
C/ Marqu?s de la Ensenada, n?2, 6? planta.
28004 Madrid
902 123 235
Fax: 902 123 236
E-Mail: .(JavaScript must be enabled to view this email address)

Your house insurance should already have this in your written policy book as the SECOND OPTION. I.e I think you should first take up your complaint with the CUSTOMER SERVICE department of your insurers, then if you are not satisfied with their response, you can then send your complaint to above.

I had to do this with Liberty Seguros regarding an injuries claim.  Sadly (and I was warned!) the Da Defensor (Ombudsman) sided with the insurance co and the outcome of the Ombudsman is final. (It would have meant a civil claim against Libety if I had wanted to take the matter further, and with the decision of the Ombudsman I knew I was going to get nowhere).

Hope you have some luck if you take this route.

PS - I did not make a written formal complaint to Liberty via the Customer Service dept, as although they said they were ‘impartial’, I didn’t belive it. I had however, lodged my complaint with the head of the Car insurances/Ex Pat division.  But as you can see, little changed from day one. (I lost about 4,000Eu in medical bills that LIBERTY TOLD ME TO GET!)  not to mention the actual injuries claim itself.
I did also think of taking the Liberty Lawyer to their governing body, but I just got stonewalled by the Collegias and never got anywhere.

PS - Most insurance companies will try to get out of paying.
I have only had a postive experience from Linea Directa regarding car claims. 
(They are one of the more expensive car insurers, but for a reason - they generally do all they can to help
you when needed, although their customer service when trying to set up a policy is CR**!) - I am not the only
one to notice this… 😉

you sould recoerd all you calls to companys as the companys do so to you , Your Call Is Being Recorded to Ensure Quality Customer Service , think that BS

Theft by non-forced entry (using a key, open window/door) is a common exclusion in some home insurance policies. What are the theft terms of your policy?

Does your insurer have a complaints proceedure to follow?

You could also try yhttp://www.defensordelpueblo.es/en/index.html