HELP! Insurance co quesitoning my integrity asking why i didn't state out all facts

tv4950

Hi there,

Really hope some of you are able to provide some advice on this.

We have a tv claim going through...its a big television (about £3k when originally bought a couple of years ago). I bumped into it at and it never worked again. We didn't know at the time whether it had broken because i had fallen into it or whether it was water damage from when I spilt my drink near the tv when i was falling over.

So when we called the insurance co we asked first off what our insurance covered. they said only accidental damage. we then said that we thought it was accidental damage. Insurance requested we got an independent report, which we did, and they confirmed the tv was unrepairable and it was due to impact damage i.e. accidental.

Now the insurance company are questioning why we didn't say from the word go that i fell into the tv. I haven't explained the drink-holding situation. They are asking me to comment against transcripts of our phone conversations.

Does anyone know what i should be doing here/advice on how I should do this 'commentary'?? surely they are contractually obliged to replace the tv as it was genuine accidental damage.

Any help is appreciated.

Thanks so much!

forgotmyname

If your story doesnt match from previous phone calls them i would expect them to be cautious about your claim.

"I fancy a new TV but only have £100. I know my insurance excess is £100 lets break it and claim for a new one."
I bet they get that every day.

What you should be doing it telling the truth. From what i have read. They have software that can tell if your lying or not. How true that is i dont know.
Or how accurate it is? But i expect them to investigate it for some time if they suspect the claim to be fraudulent.

If your claim is not genuine then the contract is worthless.

dunstonh

Water being spilled on TVs or TV being knocked over/dropped are some of the most common frauds on insurance.

You have a claim which happens to be a combination of these. Then you have a changing story. So, look at it from their point of view.

You need to tell the truth. Nothing to fear from the truth.

tv4950

Yes I can see it from their point of view but it is frustrating that our claim is actually genuine. isn't it within our rights to ask what the insurance covers first off? i thought this would be something we are entitled to asking.

Quentin

They aren't questioning or denying you your "rights" are they?

Just making sure you are telling the truth - which is definitely their "right"!

loracan1

They'd have asked you during the first call what happened, they'll have followed that up with further conversations asking you what happened, who was there, what followed and so on - what answers did you give when initially asked? I've made a claim for a tv myself and could tell them the precise time, what I was watching and the action I took, my story didn't waiver because it was an factual account. Nothing left out, added on or otherwise...

*Scarlett

In the initial call to the insurer I assume that you were enquirying as to whether you were covered.

If the agent said "yes we cover accidental damage, get a report" and asked for no further details this would be strange but if they haven't asked how the incident occurred then that's not your fault.

Either bumping into the TV or spilling water onto it would be covered as regards to accidental damage - unluckily you managed to do both.

Many companies will ask various questions regarding the claim - some may appear unrelated but just answer honestly and you should be ok.

spadoosh

When i broke my phone (phone was in back pocket, took off trousers then stood on phone, silly, i know) The gentleman kindly asked me to describe how i took my pants off. It felt like i was on a rudey phone call, got a bit excited!

Meadows

I can see where they are coming from your first questions during the initial part of the phone call would have sounded like you were fishing call to see what you were covered for and what you were not.
You then told your story of the accident, now that would sound suspicious and as though you were making up the story, rather than phoning to say I fell against my TV its is not working now can I claim against my insurance.

What you must ensure you do is tell it like it was and stick to that with no alterations and additions, they will review the claim and pay out accordingly.

thegirlintheattic

I agree with meadows, they are suspicious as you called to ask what is covered on your insurance then start a claim. It doesn't help that if you sound anything like your first post here - it really does look like you were hedging your bets.

Ordinarly I'd imagine a call would go more like "I've fallen against my TV and now it doesn't work, am I covered?" rather than "Can I check what my policy covers?Oh accidental damage, OK, see I've tripped and knocked over my TV".

dacouch

What reason did you give the Insurers on the first call to their Claims Department, was it liquid damage or your falling?