Insurance company saying my story doesn't ring true to the evidence of my laptop

Kimbermajig

This is a long story so here goes.
I've been with Swinton for contents insurance for the last 3 yrs and recently I put in a claim for my Sony Vaio to be hopefully repaired with them. I grabbed it while it was on charge and the lead caught which then snapped off the charging port, the laptop worked until the batter died at which point I couldn't use it as the port didn't work for me to charge it.
I told this to legal and general who underwrites the policy and they put through the claim. They had technical issues and had to call me back a few days later due to their systems being down. Finally got the call and went through the story again to be told that was fine they will send a company to pick the laptop up for an assessment, this didn't happen so a week later I call the company to be told they hadn't heard of me. I call back legal and general to be told oops we have made a mistake, went through the whole thing again, story and all and all seemed fine.
Laptop was picked up the next day and I waited a week and called Bevalued who was checking the laptop they said their report had been sent to L&G, so directed me to call them which I did. L&G proceeded to tell me they hadn't received the report yet which I queried as I'd been told it had, which I was told it's probably in their postal system but they will get my case manager to call me back in a day or two. 20 minutes later I get called by my case manager and was asked to go through everything again, asking me questions and then finally said that the report stated that the reason my laptop shorted out is because of some sweet sticky liquid under the keyboard and on the motherboard which has dried and left evidence. I said that's funny because I haven't spilled anything on it and it didn't short out. The snapped port which was in half has not been mentioned but now I have been told that I need to provide proof of where the liquid has come from and a statement of proof of the incident, proof of the repair I had done on it in 2012 and proof of purchase.
I have been in tears as the liquid isn't from me or my family and they are bringing in that I cancelled a claim in 2012 for the laptop which I ended up getting repaired independently because after taking it to get assessed which they advised me to do it became apparent the issue wasn't from me dropping it but a faulty hard drive. It was cheaper for me to pay for it myself than paying my £60 excess for an extra £40 worth of work which wasn't covered. They agreed and I'm at a complete loss, I'm trying to explain to them that liquid damage is covered under my policy so why would I lie about it in the first place and get it sent in for an assessment I know will reveal the issues. Anyone had a similar issue, I'm beyond angry

cattie

Kimbermajig wrote: »

This is a long story so here goes.
I've been with Swinton for contents insurance for the last 3 yrs and recently I put in a claim for my Sony Vaio to be hopefully repaired with them.

I grabbed it while it was on charge and the lead caught which then snapped off the charging port, the laptop worked until the batter died at which point I couldn't use it as the port didn't work for me to charge it.

I told this to legal and general who underwrites the policy and they put through the claim. They had technical issues and had to call me back a few days later due to their systems being down.

Finally got the call and went through the story again to be told that was fine they will send a company to pick the laptop up for an assessment, this didn't happen so a week later I call the company to be told they hadn't heard of me. I call back legal and general to be told oops we have made a mistake, went through the whole thing again, story and all and all seemed fine.

Laptop was picked up the next day and I waited a week and called Bevalued who was checking the laptop they said their report had been sent to L&G, so directed me to call them which I did. L&G proceeded to tell me they hadn't received the report yet which I queried as I'd been told it had, which I was told it's probably in their postal system but they will get my case manager to call me back in a day or two. 20 minutes later I get called by my case manager and was asked to go through everything again, asking me questions and then finally said that the report stated that the reason my laptop shorted out is because of some sweet sticky liquid under the keyboard and on the motherboard which has dried and left evidence. I said that's funny because I haven't spilled anything on it and it didn't short out. The snapped port which was in half has not been mentioned but now I have been told that I need to provide proof of where the liquid has come from and a statement of proof of the incident, proof of the repair I had done on it in 2012 and proof of purchase.

I have been in tears as the liquid isn't from me or my family and they are bringing in that I cancelled a claim in 2012 for the laptop which I ended up getting repaired independently because after taking it to get assessed which they advised me to do it became apparent the issue wasn't from me dropping it but a faulty hard drive.

It was cheaper for me to pay for it myself than paying my £60 excess for an extra £40 worth of work which wasn't covered. They agreed and I'm at a complete loss, I'm trying to explain to them that liquid damage is covered under my policy so why would I lie about it in the first place and get it sent in for an assessment I know will reveal the issues. Anyone had a similar issue, I'm beyond angry

I've broken your huge block of text down into paragraphs, otherwise it's just too difficult to read & people probably won't have the patience or time to sit & plough through it all.

Blocks of text with no paragraphs are very hard on the eyes & brain.

dacouch

Irrespective of whether liquid damage is covered of not an Insurer always wants to know the exact reason why the item your claiming for was damaged.

The reason they want evidence of you repairing the previous damage is so they can ensure you had the previous damage repaired and are not putting a claim in now for the previous damage.

hugoshavez

Kimbermajig wrote: »

This is a long story so here goes.
I've been with Swinton for contents insurance for the last 3 yrs and recently I put in a claim for my Sony Vaio to be hopefully repaired with them. I grabbed it while it was on charge and the lead caught which then snapped off the charging port, the laptop worked until the batter died at which point I couldn't use it as the port didn't work for me to charge it.
I told this to legal and general who underwrites the policy and they put through the claim. They had technical issues and had to call me back a few days later due to their systems being down. Finally got the call and went through the story again to be told that was fine they will send a company to pick the laptop up for an assessment, this didn't happen so a week later I call the company to be told they hadn't heard of me. I call back legal and general to be told oops we have made a mistake, went through the whole thing again, story and all and all seemed fine.
Laptop was picked up the next day and I waited a week and called Bevalued who was checking the laptop they said their report had been sent to L&G, so directed me to call them which I did. L&G proceeded to tell me they hadn't received the report yet which I queried as I'd been told it had, which I was told it's probably in their postal system but they will get my case manager to call me back in a day or two. 20 minutes later I get called by my case manager and was asked to go through everything again, asking me questions and then finally said that the report stated that the reason my laptop shorted out is because of some sweet sticky liquid under the keyboard and on the motherboard which has dried and left evidence. I said that's funny because I haven't spilled anything on it and it didn't short out. The snapped port which was in half has not been mentioned but now I have been told that I need to provide proof of where the liquid has come from and a statement of proof of the incident, proof of the repair I had done on it in 2012 and proof of purchase.
I have been in tears as the liquid isn't from me or my family and they are bringing in that I cancelled a claim in 2012 for the laptop which I ended up getting repaired independently because after taking it to get assessed which they advised me to do it became apparent the issue wasn't from me dropping it but a faulty hard drive. It was cheaper for me to pay for it myself than paying my £60 excess for an extra £40 worth of work which wasn't covered. They agreed and I'm at a complete loss, I'm trying to explain to them that liquid damage is covered under my policy so why would I lie about it in the first place and get it sent in for an assessment I know will reveal the issues. Anyone had a similar issue, I'm beyond angry

Take it easy, it's only a laptop, and it's the claims staff's job to ask questions. Please don't worry about it.

If you want to pursue the claim do as they ask. If there's really been no spill on your laptop, ask them to check the reports haven't got mixed up.

Don't stress about it though.