Iphone 4 and insurance

grumbler

They simply accuse the customer of lying and typically use this as an excuse for washing their hands.

Nicky321

Yes I think they are implying that my son is lying as to what happened, I have replied emailed back stating what he thinks happened, but stated if the cause wasn't due to overheating then it was accidental and that he has accidental damage cover.

Copy of reply email from ourselves.

As advised, I had the phone on charge, connected to my laptop. On hearing a pop noise, I noticed smoke coming from the cable at the end closest to the handset and assumed this had caused the shattering of the glass. At the time, the phone was in the same room as me, and If the cable had overheated and caused this, would this not be classed as accidental damage? Accidental damage which I am covered with through my policy? Like I explained in the claim, the phone was still working (and in hindsight, this would not probably be the case if the phone had overheated) but is a possibility if the cable had overheated and shattered the glass.

NFH

grumbler wrote: »

They simply accuse the customer of lying and typically use this as an excuse for washing their hands.

The OP should go back to the insurer and point out that overheating was cited only as a suspected cause and given that the insured party does not have sufficient technical expertise to diagnose the actual cause, the onus is on the insurer to diagnose the true cause and identify whether it is an insured event.

Nicky321

God I wish I had kept a copy of my exact wording on the claim form, I'm sure i put "assume it had overheated".

Nicky321

NFH wrote: »

The OP should go back to the insurer and point out that overheating was cited only as a suspected cause and given that the insured party does not have sufficient technical expertise to diagnose the actual cause, the onus is on the insurer to diagnose the true cause and identify whether it is an insured event.

my thoughts exactly, but whether they will respond in that way is another question.

The screen is shattered assumed to overheating, they prove that to be incorrect. He didn't drop it, throw it or anything, therefore its Accidental i would have thought.

Awaiting their reply to my latest email.

NFH

Nicky321 wrote: »

The screen is shattered assumed to overheating, they prove that to be incorrect. He didn't drop it, throw it or anything, therefore its Accidental i would have thought.

"Accidental damage" implies some kind of negligence by the insured (e.g. dropping etc), and is a common insured risk. I doubt that this definition would include defects in the goods, which appears to be the case here. What you need to push for is for the insurer either to admit that it is some kind of accidental damage or to give you a report stating that the damage was caused by a defect. They need to do one or the other.

Nicky321

Ok, will get back to them. I didn't make myself clear on the last post lol, what I meant was .... if he didn't deliberately do anything to shatter the glass then it would of been accidental.

Thanks for the help you keep giving.

NFH

Nicky321 wrote: »

if he didn't deliberately do anything to shatter the glass then it would of been accidental.

Not really. It would have been a manufacturing defect.

wapow

@OP

1. As someone has stated, your initial response should not have stated overheating. However get back to us on what they say.

2. Have you been or has anyone suggested going to an Apple store? AFAIK theyre not a bad bunch. Go in, if you have the phone then take the phone otherwise just walk in and (dont mention overheating) explain to them exactly what happened. See what they can do about it. Also mention that the insurer is being iffy about this and are hinting at going to the manufacturer. Even though you didnt buy from Apple, you can go into an Apple store! There is no harm in asking ok? Who is your network provider BTW?

Kingsd316

is there any damage to the USB cable you were using? like this?