Direct Line Home Insurance

mcleod_69_69_69

Hi all,

I am new here so here is my problem. I had two apple computers stolen and an ipod. The insurance are giving me the money for and then some. That isn't the problem, they said I would get a card with the amount on and I could only spend it in two shops that they say. I want to buy my new mac from the apple store, they said i can for a cash settlement which is about £800 less than the card value.

So my problem is can they do this?? tell me where to spend the card and if I can't get the items I wanted back then I have to settle for less money so I can get cash. Also no change is given on the card so I have to spend all the money.

Any advice on how to deal with this would be much appreciated.

sarah_elton

My understanding is that the items should be replaced on a new for old basis. Obviously in the case of computers the exact same model probably isn't still available, so I guess you have to get the closest to it that you can. However, you certainly should be able to replace a Mac with a Mac.

Which stores are they giving you? If those stores sell Macs, and a model that is the closest to your old computers, I don't really see the issue.

If you can't get the computers at their stipulated stores, I would have thought they have to cover the cost of buying them elsewhere, though if they are available somewhere cheaper than at the Apple Store then they might not be too happy.

lisyloo

Your policy probably entitles you to replace the items on a new for old basis.
Obviously technology moves on fast so exact replacements may not be possible (you are likely to benefit hear rather than lose) but you should be able to get something similar.

Are you able to replace what you had with something similiar without being put to huge inconvenience.
If you are then they are doing what it says oin the policy (even if you get no change).

If you cannot get similar items at those stores then they are failing in their duty and you have grounds for complaint.

You are not ENTITLED to cash (although some firms might offer it - usually less because they get big discounts on their vouchers).

The insurers do this because they get huge bulk discounts.

So the key question is can you get the items replaced with similar ones or not?

So my problem is can they do this?? tell me where to spend the card

If that fulfils the policy pobligations of replacing the items then YES.

and if I can't get the items I wanted back then I have to settle for less money so I can get cash

You are only entitled to replacements NOT to get what you would like instead.
So can you get the replacements?

Also no change is given on the card so I have to spend all the money.

Irrelevant if they get your replacements, but if there is an excess, why not get accessries even if you flog them on ebay.

Any advice on how to deal with this would be much appreciated.

If it meets the policy obligations to replace the items then tough.
Either pay extra for what you want, or get the same items and extra accessores with the change which you could them sell on.

If it's doesn't replace your items (bearing in mind exact models may not be available) then make a formal complaint through their complaints procedure that you will find on their website and on your docs.
I advise spending 70p on recorded delivery so they can't say your letter is "lost in the post" or send by email with read/delivery receipt options turned on.
You MUST go through the proper procedure and not just send a letter to any old address as it will go to a specific department.

They try to save money by doing this and it MAY or MAY NOT fulfil their obligations to you.
I's not clear to me which it is at the presnet time or whether you simply can't get what you would like (which may be different to your entitlement).

hope that helps

mcleod_69_69_69

thank you for your replies they are most helpful.

dacouch

Actually there are circumstances where you can request cash and they cannot discount the amount they give you.

Have a read of these guidance notes and case studies from the Ombudsman.