Guardsman Problems - Settlement Delay!

jkkne

Hoping guys can help.

In November I claimed against the Guardsman insurance on my suite. The chair stitching came apart on the cushion and the technician who came out said he couldn't fix it so he'd order a replacement.

Come early January and a letter stating my model had been discontinued and they would instead be offering a settlement (not ideal) to replace the chair but they had up to 35 working days.

Come April and after countless phone calls and chasing up they still haven't paid out. They come up with constant excuses from staff illness in the settlement department to system problems.

I'm getting fairly hacked off now and still without a chair. I'm tempted to go out and buy a new one and bill them but I know that'd be a bad idea.

Does anyone have any advice on how to proceed?

unholyangel

Put your complaint in writing. Keep it simple, to the point and avoid emotional phrases (i'm angry/upset/disappointed etc) as they serve little purpose and only end up distracting from the facts.

Give them a reasonable deadline to reply by.

fin7

I've had problems with these, stitching came apart on part of the settee, they've said their "expert" said its a manufacturing fault and have refused to do anything!

The so called expert was in the house for less that 5 minutes. I'd never insure a suite with them again, total waste of money.


Fin

bod1467

If it's a manufacturing fault then they are admitting an inherent fault with the product. Therefore use can use the Sale of Goods Act, whereby they MUST offer a remedy (repair, replacement or refund - which could be partial to account for usage). If they don't play ball then you could also invoke section 75 protection if you paid via credit card or finance (assuming the item cost was £100 or more).