Insurance wont pay out

aandrea

Please can you help. We have house insurance with AXA, and on the fridge freezer, shelves has broken on the sides, due to it been taken in and out and having things in the drawer. Well hubby has just rang up Axa and told them truth that happened about 3-4 weeks ago, then we went away,and didnt think we were covered for this, came back still using the draw the best we could. Found out today, through brooker, that we are covered, so hubby rang them up tell them all. to be told as we didnt ring them up straight away, we are not covered. This dont seem right to us, as we pay policy for such like.

Buzby

Most companies require the insured to report a claim (or potential claim) promptly. Assuming that you were not covered so delaying the claim is grounds for them to refuse.

That said, you could try to get thei sympathy by saying you mistakenly assumed you were not covered and at as the only reason you delayed reporting the issue. Could he please use their discretion and look at be matter again, as you feel they have been unduly harsh.

aandrea

I have tried sympathy call to them, but got nowhere. Told them that we didnt no that we were covered for such instances. Then we went on holiday, delaying even more. They said that i shouldnt of used drawer, and put food elsewhere ( dont no where though) and called them, even though was evening and food would of gone off. Tried to make use of the freezer, although damaged, did this because, cause didnt think policy covered the like. So So annoyed , when you try best to make the best of bad thing.

TSx

Make a complaint, the FOS generally regard time restrictions on making a claim unfair - either make it in writing, or ask the call centre staff to escalate it as an official complaint to their complaints team.

BobQ

Insurance companies often try to get out of paying using little excuses like this. The policy document is written in a complicated way so that they can always find these excuses.

Before you get annoyed do you know if there is an excess on the policy (you have to pay the first £50 say)? It may be that the cost of repair is less than the excess so even if they let you claim they may not pay you any money. If so, you may as well buy the new drawers or replace the drawer runners (whichever is broken).

If there is no excess, or its more expensive, you could complain about the decision (ask about their complaints procedure) or threaten to write to Which? or Watchdog? or Trading Standards. But they are probably right about the delay in claiming. You will have to show why you delayed.

afly

Is it worth claiming on your insurance for that? What is the estimated repair cost? I know it's what your paying for but given the scale of the problem couldn't you resolve it yourselves and utilise an insurance claim when you really need it? i.e not something you would wait weeks to report to them? Many policies would consider that wear and tear so exempt, sounds like you have a good one

I'm not being deliberately mean, but when you really need to make an insurance claim, it's probably best to have the company sympathetic from the get go rather than seeing a petty dispute history

chanz4

Dont forget now you will have the delare it, most prob will be cheaper to replace parts yourself

rs65

Get the broker to phone up and push it. 3-4 weeks has hardly prejudiced AXA's position.

ps I wouldn't have thought this was covered as it sounds like wear and tear. Failing that its a manufacturers fault.

Go on to ebay and search for the model and part such as 'Zanussi fridge drawer. See if you can find what you need. Probably surprisingly cheap.

aandrea

Our broker told us its Accidental damage. Rang up FOS today, and made complaint, regarding time scale etc, as looks like as plastic casing, inside, needs replacing completely.

Buzby

From what you said it appeared they were using the Frozen Food aspect of your policy. Accidental Damage is differemt. Try to find out if this alternative scenario would work for them.

aandrea

Had a letter from Axa today, saying its cos its wear and tear now, nothing to do with time scales, they'll makeup there minds. But Brookers told us we are coverered, and they said they are going to wright to Axa also