A good reason NOT to use elephant.co.uk!

aardware

I feel the need to post a reason NOT to use elephant.co.uk

Recently my partner broke her iphone screen. I phoned up elephant (well, Heath Lambert really) and went through the claims procedure.

A few minutes later I got a call back telling me it wasn't covered as it was done off the premises (in the car park, not really off the premises, but not inside my front door - a technicality), as I had forgotten to tick a box when I applied for it on the internet.

OK, fair enough, I can accept that said I, after all, it was my mistake...

I am then told that my premium is being put up 15% because I phoned up to enquire about a claim, even though I didn't actually make one.

I'm due to renew on the 23rd. Funnily enough, I won't be using elephant.

My point is, don't phone elephant/heath lambert unless you are SURE that you are covered, if you don't want them cutting a hole in your pockets!:eek:

Wutang_2

A good reason NOT to use elephant.co.uk!

...and a good reason for you to let your partner do the applying online next time.

delain

They claimed to have sent me several letters that i never recieved until after they cancelled my car insurance policy because they 'had not heard from me'! Guess what? Policy cancelled by them then i get 4 letters 2 days later!

Quote

OP - was it the cheapest quote you could find?

dacouch

Surely if you are a suitable client for Elephant you should not be forgetting to tick a box

olly300

delain wrote: »

They claimed to have sent me several letters that i never recieved until after they cancelled my car insurance policy because they 'had not heard from me'! Guess what? Policy cancelled by them then i get 4 letters 2 days later!

What was the date on the letters?

Often companies use someone like TNT so the letters are arrive 7 days after the date stated.

aardware

No

It was one of the cheapest quotes, admittedly, but it was a brand i recognised.

Retrospectively however, I realised why i recognised it. I had problems with them a few years ago with my car insurance (my car got broken into and they refused to cover the cost of all of the audio equipment locked in the boot)

And, yes, I *should* have ticked the box, however, as I said in the original post, I appreciated that the reason i wasn't covered was through my own error. I do have a slight issue with "within the building" not being "part of the property", but I am also intelligent enough to realise that there is no point trying to argue that one.

The reason behind saying not to use them is that they've effectively charged me for NOT making a claim!

I realise that insurance companies are morally bankrupt at the best of times, but that just seems wrong. I've never had that happen before, and i've had to cancel claims that were already in progress before.

I just hope that they fact I rang up and didn't make a claim won't be reflected in the centrally held insurance database to affect my premium with other insurers.

At least this year I'm in a better position to afford someone with a better reputation.

dacouch

Ok, here is the answer to your questions (Please do not be like a lot of the other recent posters on MSE who shoot the messengers when they don't get the answer they want).

Your Insurance Policy is in effect a contract, the definition of your home is defined in your Policy on page 6 under the definition of words as follows. "Home
The private dwelling of standard construction and the garages and
outbuildings used for domestic purposes at the risk address shown in the
schedule, which you are legally responsible for"

https://insurance.heathlambert.com/site/%28qffya43o4v3kcf452ihoft45%29/documents/elephant/HouseholdPolicyWording.pdf

So the car park of anywhere outside of the boundaries of your home is not covered unless you have the personal possessions section.

Insurers generally note when you ring to enquire about a claim and now days often register it on a central database that other Insurers have access to.

Some (Not all) Insurers ask a question about claims along the lines of "Have you had any claims or incidents within the last three years?" If they ask a question worded like this rather than "Have you claimed under a home insurance policy wiithin the last three years" then you will need to declare the incident with the iphone.

Some (Not all) Insurers may apply a small load for the incident even though it was not covered however you wil still benefit from your No Claims Bonus.

Some Insurers load for incidents that were not actually covered / claimed for as they find from their own statistics that it makes you more likely to make a claim in the future so they charge a higher premium to reflect the increased chances.

The central database on claims is called CUE, here is the website, obviously you are entitled to request details held by you under the DPA. http://www.uk.experian.com/www/pages/what_we_offer/products/claims_underwriting_exchange.html

aardware

ok, so under that part of the contract, does not an contained underground parking facility used for domestic purposes not count?

Not that it matters, it was only vaguely a bit more to get the screen replaced by an online repair shop (ipodrepaircentre.com) than it was for the insurance.

I appreciate your point about them loading if you phoned about a claim, but that doesn't stop it blowing, lol.

Thanks for the constructive reply.

dacouch

The underground car park is not part of your home as per the definition of your (and most Insurers) of a home

unsatisfied_2

I bought an item as a christmas gift for my partner. Unfortunately the item was not suitable, Superfi refused refund even after MANY emails and emailing manager. Offered an exchange as a gesture of good will!!!
Appalling customer service, to get a refund you need to return within 7 days of order...and so they obviously dont care about the christmas market.
Still have £230 worth of audio equipment unopened in its box which is completely useless and worthless thanks to superfi.

Incdently, superfi were still selling the item at full price and so wouldnt have made any loss by refunding me....as i said appalling customer service...i will be taking my custom striaght back to Amazon who are top notch company!