I don't think I'm being treated fairly for my claim

dacouch

I think Endsleigh were sold to Zurich a couple of years ago

cogito

pedro123456 wrote: »

ok cog................so they aint trying to palm this young lad with their old stock............and they aint stitching him up.......thanks for you input, now can you offer this young lad advice on how to sort this problem?

Z

If you took the time to read the thread instead of jumping in with your absurd prejudices you will see that I have. Exactly what advice did you give him that was of any possible use to him?

pedro123456

Cognito I perceive a note of frustration in your response to me, I would however note that IMO this is not conducive to helping Matt.
Your input is “Was the £50 excess confirmed in writing? What does your policy say?
And “You are entitled to a like-for-like replacement or enough cash to get one”

I hope your input is useful in helping Matt get what he has paid for like for like, as this would be again lead to another case where “lack of public confidence within the Insurance Industry” is a major issue,………

Good luck Matt

Z

dacouch

Those questions from Cognito can actually help finding out what was said in the policy which is after all the contract.

pedro123456

“Question” dacouch, “singular”.............not questions there was only one question

Asking if Matt could “prove” there was a £50 Excess, after he put a claim in and was told that the goal post had moved and that the IC informed him that his excess has gone up to £149…………………..aint that crazy, although a somewhat believable loophole?

The other was a statement, however……….he calls them advise you call them questions, no wonder there are so many problems within the Insurance Industry, could it be a basic communication problem that underpins mistrust?

Word is law, attention to detail etc etc. read the small print!!

Anyway don’t think we are serving any purpose talking about it in Matt’s thread.


Z

cogito

Anyway don’t think we are serving any purpose talking about it in Matt’s thread.

So why bring it up?

dacouch

Asking if the £50 excess is confirmed in writing is valid, if the OP has documents stating a £50 excess and there are no other documents stating a change to this excess or an increased excess would mean the customer has a £50 excess.

No doubt if the OP had answered the question Cognito would have explained this to him/her. I often use a similar way of finding information out from MSE members.

Pedro you have to remember an Insurance policy is a contract, so if in the contract it says you have a £50 excess you have a £50 excess unless there are other sections in the contract or additional pages that say the excess is increased or reduced. Like any other contract both parties would have a copy of it to be fair and you cannot just change the contract without informing either party

pedro123456

Bring what up cogito?

this maybe?

Flagrant disregard of customer care initiative TCF………………………….lol

v. Consumers are provided with products that perform as firms have led them to expect, and the associated service is both of an acceptable standard and as they have been led to expect

Doesn’t this apply to the Insurance Industry?

Z

mattymoo

The question of the excess is a critical one though. I've never seen a policy with a £149 excess - not in 22 years anyway. So is it £50 plus £99 for something else, like uncollected premium?

Once we establish what it is, we can advise further.

mattw89

Hi All.

Sorry I haven't been able to post back, I've moved house so internet moving problems (***** sky!!) have caused me being away from the worldwide web for a while. At a relatives now!

So what happened;

First of all I asked for a manager and said I'd speak to the financial ombudsman. He explained how they can't offer like for like because I used things like student discount and the fact that dell fluctuate prices all the time and all they can do is give me a full cash settlement of 615.00.

615.00? But I was told 530 on the phone. I told him this and he said he was not sure why and it may be because the staff member thought it was the price in which the replacement was. He said he'd talk with her. (Good job I questioned it).

Nevertheless 615.00 was still off the initial sum that i insured it for, (651.00), which looks an obvious mistake when changing policies from a previous complaint which they failed. (They put the laptop on accidental damage instead at first, so had to backtrack it and add a new policy when I made the claim).

So they gave me the number of the HQ, then they gave me a number of the claims handler, who then gave me the number of an endsleigh staff member. Who after a few calls to and from eventually tried to explain how I'm getting confused.

I explained to them there was no confusion just human error on there part, after a few long winded explanations to many staff, they changed it to 651 and sent confirmation to the claims team.

Then it was a matter of getting my acc and sort code and the transfer was in BACs and paid within 3 days which was good.

So to answer your questions about the excess is I'm not sure. I never persued why this was so much because I was happy to get the full 651 because I knew with coupon codes and vouchers I could get a much better laptop with this anyway then a like for like.

So I took that and I've just bought a much better spec with student discount and coupon codes to reduce a dell from 900 to 525, and I'm going to use the rest to try buy a bike for the summer

Thanks for your help guys and apologies once again for not keeping you upto date!