I lost my wedding ring on vacation and my insurance company told me that I can not claim – who is right?

Unfortunately, I lost my wedding ring during a holiday on Rhodes in the sea.

I contacted Saga – with whom I have taken out holiday insurance – to see if I fell under the travel policy.

The answer is yes, as long as I have at least one, but preferably all three of the following details: a report of reported loss, proof of ownership and proof of value.

Because I only have a picture of my wedding ring and nothing else, I said I can not claim it.

Am I unreasonable or are they unfair? Paul, from Beverley, via e-mail.

A This is the Money reader who lost his wedding ring in the sea and is now looking for insurance

A This is the Money reader who lost his wedding ring in the sea and is now looking for insurance

Grace Gausden, from This is Money, replies: Looking back at insurance can often be an irritating process.

That feeling of frustration can be exacerbated if the item you want to appeal to is of great sentimental value.

It makes it more complicated if you do not have the information you need to file a claim.

You say that you have reported this to Saga and have requested a report of reported damage – and most insurers probably will.

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

For many holidaymakers, it is not immediately obvious to ask for a letter from their hotel or transport company, indicating that they had lost an item.

It is understandable that you did not think to tell the hotel because the ring had fallen into the sea and was not somewhere that could probably still be found.

However, it is always worth reading through your insurance policy to ensure that you have everything you need when you have to file a claim.

A representative for Saga said it has no record of your claim.

They added that if an item was lost and the person who lost it did not know exactly when and where, they would take this into account because there would be no clear person to report it.

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

You also say that Saga asked for proof of ownership. Because the wedding ring was older than 27 years, there is no receipt that can be produced to confirm the proof.

Visual evidence is often sufficient evidence in the digital age to give insurers as proof of ownership.

If there is a piece of jewelry or a precious good that you take with you, it is worth taking a photo, in case something happens and you have to show that it is yours.

But – you say your claim has been rejected – so it seems that this is not always sufficient and that other forms of evidence are needed.

Saga says that the proof of the photo should be sufficient, so maybe some wires have been crossed here.

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

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

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

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

Although you did not appreciate it, it is strongly recommended by all insurers that jewelry and other valuables are valued for insurance purposes.

These valuations also need to be updated every few years to ensure that they are correct. It is common for insurers to request a valuation when customers file a claim.

This makes the claim process smoother and gives customers peace of mind that, if something happens, they have a way to show how much their items are worth.

A Saga spokesman said: We appreciate that customers may not always have all the information they need to support their claim, so we will work with them to collect as many details as possible so that they can submit their claim successfully. & # 39;

Saga says that no claim has been made with regard to your claim.

It added: & # 39; Obtaining a police report or reporting someone of a loss is not always feasible or reasonable, so we should take this into account when the claim is reported.

& # 39; We also treat cases where people have not received ratings for items and in these situations we work with the customer to determine the probable value, based on the description they give us, the metal from which the jewelery is made. be, what carat is and then see what the probable replacement value may be. & # 39;

We understand that people may not have receipts for items such as wedding rings that have been in possession for a long time, and therefore photo's of items or even the box in which the item was delivered is often sufficient proof of ownership. & # 39; 39;

When asked if someone would not have to give this information, what would happen, Saga said: "In our experience, people tend to provide some of this information.

& # 39; We always work with the customer to understand what information they contain to help them make a claim. & # 39;

Saga has promised to contact you to assess your claim.

What you can do to ensure that a claim is smooth

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

1) Try to ensure that you keep receipts where possible for items that you take with you on holiday, as this will make the claims process much smoother if you accidentally lose them.

2) Take photos of your valuables to ensure that you get a like-like replacement if you do not have a receipt.

3) If an item is stolen during holidays, make sure you get a report from the police to pass on to your insurer.

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

5) If you have valuable jewelry, have it regularly valued (this applies as much to a home insurance as a travel insurance) to ensure that you have the correct amount of cover.

If you have personal property cover on your home insurance policy, this may have a broader article limit than travel insurance, so particularly expensive items are best covered by a home insurance policy.

6) Where possible, leave valuables, especially cash, in a safe in your hotel, take only as much cash as you think you will need for that day.