Tesco Insurance Bungle...

ruth2561

I made my first ever insurance claim after the storms. Trampoline and two swing sets damaged. I phoned Tescos to ask if I was covered to my delight they said yes... They explained which parts of the policy I was covered on and that I would have to pay an excess on both building and contents. I was told to get quotes etc to replace goods, it took a while and eventually I managed to send them the information they required.
Another phone call and again Tesco confirmed that I was covered and they had received the information and a loss adjuster would visit.


He came and we agreed a figure to replace the goods. Happy now that I was covered and the agreed amount would allow us to replace some of the items, I told my children that we would be replacing the damaged stuff. A week later I phoned to check on progress. I was told everything had been received and that the money would be PAID into my account by Friday (21.3.14). I text the older two children at school so that they could see in their break-time that we could order new stuff. About an hour later I received a call from Tesco to say actually they had made a mistake and I wasn't covered at all...


They would give me £200 to say sorry... Sorry - £200 that is not the £1250 that I should have been receiving. I was mislead from the start by Tesco they gave me the wrong information, they told me I was covered, they agreed the sum and told me it would be paid into the account by a set date... I feel devastated for the children as we had picked out the new items based on what Tesco Insurance had said...


Is it worth taking this matter to the ombudsman?? Tesco said they wont do anything more than they are doing...

rs65

If it is correct that they are not covered, then I think £200 is quite generous for their mistake.

TSx

This does unfortunately happen sometimes. Claims aren't checked by someone more senior at all stages - what will generally happen is a claims handler will deal with the claim, raise payments and so on - however payments above a certain financial value will need to be authorised by a colleague (or manager) to ensure they are valid.

In this case it seems they have realised at that point your contents is not covered (contents in the open are generally not covered for storm damage). I suspect the reason they have made a redress award (£200 is fairly significant) is because they didn't tell you it was subject to being authorised.

People do make mistakes unfortunately, and I would just accept it - however, if you have actually suffered any financial loss based on what they told you (e.g you bought a replacement based on what they told you and it can't be returned) then the FOS would usually say they need to reimburse the financial loss you have suffered due to their misinformation. The FOS would need evidence that you had suffered a financial loss though. (financial loss wouldn't include just the 'expectation' you were going to receive £1250)

Edit: forget the £1250 when considering a complaint as well - if you had been told the correct information at the start then you wouldn't have received anything, the complaint is solely relating to being given incorrect information. £200 is certainly reasonable compensation in those circumstances.

dacouch

Exactly what are you claiming for eg storm damage to a trampoline etc?

hugoshavez

dacouch wrote: »

Exactly what are you claiming for eg storm damage to a trampoline etc?

Yeah, good question. From the Tesco policy here it would seem contents within the boundary of the home are covered for storm damage.

http://www.tescobank.com/insurance/homeins/policy-info.html

ruth2561

Thank you so much for the replies... In response to what I am claiming for it is the trampoline and two swing sets (the expensive types) that got hit by the trampoline. Yes I was told that the equipment was covered based on the policy including all things within the boundaries ( or words to that effect) they later said that they got it wrong as I renewed my policy and that only applied to newer policies.

dacouch

ruth2561 wrote: »

Thank you so much for the replies... In response to what I am claiming for it is the trampoline and two swing sets (the expensive types) that got hit by the trampoline. Yes I was told that the equipment was covered based on the policy including all things within the boundaries ( or words to that effect) they later said that they got it wrong as I renewed my policy and that only applied to newer policies.

Which month did you renew your policy?

dacouch

On your Schedule how much does it show for "Contents in the open"

hugoshavez

dacouch wrote: »

On your Schedule how much does it show for "Contents in the open"

Also, is it the "Value" "Standard" or "Finest" version?