Home Assistance Policy with the Post office

hopefulshell07

My mum took out home insurance with the Post office last year and didn't realise that it had a home assistance policy with it. She had to replace the front door lock by calling out a locksmith at 10.30 pm, who lived down the road luckily, so she knocked on the door. She had taken the dog for a quick walk and didn't take her phone with her. When we realised today that she had the home assistance policy we rang them to see if she could claim back any of the £300 she was charged to get back in and to have the lock replaced. They said no, she should have phoned from a neighbours! I explained that she was unaware that she even had the policy and didn't have a phone with her or a bag or anything in fact, but they still said no way. Is there anything we can do to try to get some money back?
Many thanks

neilmcl

I don't think she's entitled to any money back. As far as they see it a service was included in her policy but you mum chose not to avail herself of this when the opportunity arose. It's not the Post Office's fault that your mum failed to read her policy properly.

pinkshoes

The Post Office will have their own people they get out to sort these types of problems, and will pay a business rate (so MUCH less than £300), so no, she won't be able to claim anything back.

hopefulshell07

Thank you for the replies. She didn't know it was there as it wasn't in the quote details and the person she spoke to on the phone to take the policy out with didn't inform her either. Also there was no way she could get in touch with them anyway as she was locked out with no phone or phone numbers, so she had to get back in the house somehow didn't she?

neilmcl

hopefulshell07 wrote: »

Thank you for the replies. She didn't know it was there as it wasn't in the quote details and the person she spoke to on the phone to take the policy out with didn't inform her either. Also there was no way she could get in touch with them anyway as she was locked out with no phone or phone numbers, so she had to get back in the house somehow didn't she?

Again, and unfortunately, that's not the Post Office's fault. It's up to your mum to find out what she was buying in terms of the policy details.