Unfortunately, on holiday in Portugal a few weeks back my wallet was stolen by pickpockets. It rather took the shine off our holiday as you can imagine. Reported theft to (very helpful) local Police who didn't pussyfoot about regarding the countries of origin of the scrotes by the way. I spent ages on the phone cancelling all the cards (But that's another story. Santander need you to make two calls. One to cancel debit cards and another to cancel credit cards!), ordered new driving licence, etc., etc. I have home insurance that covers a fair amount of cash outside the house (including abroad) so I anticipated a swift conclusion and settlement of my straightforward claim. Maybe I should add the home insurance is arranged through my bank, who I have been with for over 40 years. In that 40 years I have never made a claim on either a home insurance or travel insurance policy. Phoned insurance company to lodge a claim. One of the first things they say is "You do realise a claim will affect your renewal price - do you still wish to proceed?" They then ask if I have any specific travel insurance and will I give them the details as they intend to off-set the cost of my claim against that policy! Is this normal? That would then mean I have two increased premiums to pay at renewal. Seems my claim is stalled until they have the details of my other travel policy. Took them 12 days to email me that request. Nice. I have a packaged current account with my bank that includes travel insurance as well as another travel policy that I bought mainly to cover ill-health and my pre-existing medical conditions (heart failure) that aren't covered on my current account policy. They also wanted me to prove I had that much money in my wallet. I thought insurance was based on trust, bearing in mind I have never claimed before. Moving on. Seems the excess on my wallet exceeds the cost of the wallet so I put in a claim with my current account Travel policy. All sorted very quickly except they chipped 20% off the cost of the wallet for wear and tear. It was only about a year or so old, very good quality leather so was just starting to acquire a nice patina of wear. It should have increased in value! Tried to explain to lady but she wasn't interested. Had I got more experience of claiming I'd have doubled the cost of a replacement wallet like most folk would I expect! Honesty doesn't pay really does it. Insurance Services industry. Pah! My opinion of a certain High St bank who "are by your side with help and guidance" is irredeemably tarnished.