DIRECTLINE - TV Claim Refusal - HELP!

SimonNI

Hi.....
Can I appeal for some assistance?
I took out a Directline Home Insurance Plus policy that included accidental damage.
3 1/2 weeks ago, my darling daughter picked up her mums Wii remtote and took her go - result..... You guessed it, the TV was damaged (Black sections of screen and 'spiderwebbing' out from the point of impact.
Immediately all was reported to Directline and there were no Wii exclusions in the policy. Eventually (almost a week later) we got a call from the 'Claim Validation Team' and this had to be arranged for a specific time. They interviewed my wife and took some information about what happened.
6 days later, we received the forms that they wanted us to complete giving a statement of what happened, supply proof of purchase and photographs.
We sent these off immediately recorded delivery - the photos were as clear as day showing what had happened.
After pursuing them, my wife got a call from an assessment engineer who told her to go to Currys and pick up a box for the TV (- This is a 46" Widescreent that we have had for over 2 years!), put the TV in it and it would be collected by a courier and taken to be inspected. They stated that the onus was on us to ensure that it did not receive any damage on the way to them...... I took great issue with this as we are based in Northern Ireland and they wanted it to be taken, without the original packaging to Portsmouth!!!
I asked them what their process was for Northern Ireland and that the fact that they only had one company (Called CIIS - anyone heard of them?). When I pushed that this would have been a factor in me chosing the policy, they agreed that we could get an assessment done here and sent to them.
As I was on the phone booking the assessment with an engineer, Directline called me to inform me that they would be rejecting the claim.
Their reasoning is that my wife (who is truely honest) told them that prior to the accident there was a small black line (approx 0.5mm) down the right hand side of the TV screen.... it went away after 5 minutes and did not affect the performance, usage or enjoyment of the TV. This has been there for a year and has never got any worse. Directline stated that the TV was beyond economical repair before the incident occurred and they are rejecting the claim....
1 - How can they judge when they have not even looked at it?
2 - Can I appeal?
3 - It does not state this anywhere in the terms and conditions of the policy
4 - The TV worked fine before the accident - if I could have the set back with a line down the screen for 5 minutes when you turn it on, I would be happy
If anyone can offer some advice, it would be greatly appreciated. I think that they are trying to bully me in to going away, but I have studied the docs and there is no mention of this (or sending it to england to get it assessed!!). They phoned me to tell me they were rejecting the claim last Wednesday, but I have still not got it in writing.....
Your help would be appreciated.
Simon:mad:

Oscar_The_Grouch

Hi there.

I know CIIS very well. They are a reputable firm but work only for the insurance industry. Their report would have been clear to Direct Line that the impact was the cause of the TV breaking and would have confirmed that it was in line with a Wii remote hitting the screen (they've done lots of tests).

As it is, Direct Line are out of order here. They have no evidence to support their position and this is more a case of they are seeing if you will go away (as many customers would if they thought they couldn't claim). What you need to do is ask Direct Line to provide you with a "Final Decision" letter.

A "Final Decision" letter is one that states why they are turning your claim down and is, as it says, final. It means that they cannot change their mind and you are then able to take the matter to the Financial Ombudsman Service.

Keep the TV. Get an inspection arranged by a local chap ONLY after you receive the "Final Decision" letter. HERE is a link to the FOS website where you can download the complaint form. You will need to send them the photos, report on the TV and details of how much you want to claim (ie, the cost of a new tv and the cost of the report to confirm the damage). Say that you also expect DL to waive your excess as compensation for the lack of a TV for such a long time, the stress and the inconvenience.

To be honest, if Direct Line send you a "Final Decision" letter turning down your claim, they are stupid!!

SimonNI

Hi Oscar

Thanks for a really quick response - I appreciate it.
I know that this will be an uphill battle, but I am prepared to follow the procedure to the letter.
We have done exactly what has been requested by DL since the claim was logged and I have bneen patient and polite when dealing with them (I manage a Motor Retailer and know that being pleasant, but firm is better than going nuts!), but I mentioned the FSA and FOS to them when they wanted me to let MY set be sent a round trip of over 800 miles - they can do that when they own it - and I asked where it stated that they had no representation in Northern Ireland in their policy documentation.
I have already spoken to the engineers that Currys use and will be taking the set to him to get an inspection done (at a cost of £47 + VAT) - I assume I should keep all receipts and claim as much back from them as poss when resolved?
I am buying a new set (as I have no idea how long this will go on for), but will not make the mistake of getting rid of this one - I am planning to put it in the box from the new set and seal it up.
Thanks again - I really mean it - everything you have said is what I believed, but it is so nice to hear it from people who quite evidently know what they are talking about!
As I hear more, I will post. They have not even sent me the rejection letter yet - I was told it was being sent on Wednesday last week (I asked for it to be sent recorded delivery and they refused, but said it was beign dispatched urgently).
The thing is - I am not unreasonable. If they would fix it, fine. No problem - that is just putting me back in the position I was in before the incident occurred. I would not even expect to get the amount that I paid for the set back - I am sure that you could buy an equivalent set now for £6/700 (I paid £1184.99).
Again - thanks........
Simon

keith1950

Hi, if they do eventually agree to your claim they will probably arrange for the delivery of an equivalent tv from one of their preferred suppliers and not, as you probably expect,send you a cheque.