Contents incurance - mis-sold!

WhyDoIBotherToWork

Hi all,

Just wondering if anyone has been through similar and if so what should I do about it?
Took out an contents insurance policy at my RBS branch a year ago when we moved into rented accommodation. First time I have taken out a policy and I felt all grown up for once! (I was actually 33 but anyway!) When talking about the policy with the customer services lady, I asked "If my washing machine/tv/fridge broke down suddenly, does this policy cover me for a replacement?", she assured me that yes, it did and i would get old for new.
11 months later, have not had to claim, but have always paid on time every month. Then the worst possible thing happens...THE TV STOPS WORKING!
So I call the claims helpline today, with the hope that they will offer some advice as to how to claim. Am told that my policy does not cover this and never did! If it was smashed accidently, stolen or upstairs had a flood, yes I could, but if it just stops working I am entitled to zilch. That goes for the cooker, washing machine, fridge...everything in fact!
"Was I mis-sold this policy then?" I asked the very helpful gentleman to which he replied, "the person in branch has probably given you the wrong info as some onf them are very badly trained!".
So, what do you think I should do now? Go down there screaming, write a snotty email? Has anyone been through similar and if so, what did you do? Thanks all in advance....off to watch tv on my 12" portable.:(

sax11

In honesty i've never heard of insurance that will pay out new for old on items that just 'stop working'. That would be rife for fraudulent claims. New for old in accidental damage/theft but not for end of life.

themull1

I didnt think any normal household insurance covers you if something just stops working. Its normally accidental damage not just old age damage, if that was the case, no one would ever buy anything new, they would just claim on their insurance.

InsideInsurance

You certainly dont want an old for new policy!

What you talk about is mechanical/ electrical breakdown and as others have said this isnt covered by Home insurance. If you want cover for this you need to be a warranty in most cases but some "gadget" insurance covers both breakdown and theft type losses, fine for laptops, ipads etc but doubt you will stretch to a washing machine being a gadget.

Ultimately if you feel you asked an explicit question about breakdown and the sales person gave you wrong information then you should raise a complaint. There is no need to be snotty about it, just clearly state the facts of what has happened and how you want them to resolve it.

As to :

WhyDoIBotherToWork wrote: »

11 months later, have not had to claim, but have always paid on time every month. Then the worst possible thing happens...THE TV STOPS WORKING!

Many of us will pay our insurance for 11 years without claiming and every month on time. You also get people here saying its their first claim in 40 years.

If the worst thing possible in your life is your TV breaking down I'd have more serious questions to ask

McKneff

Of course you haven't been miss sold. Did you read the terms and condition before signing to say you agreed with them.


You have still been covered so you have 'used up' what you have paid for.


If you want these things covered, take out a separate policy.

WhyDoIBotherToWork

Thanks all - just asking as I have never had to claim before and I was told specifically that if something broke down -ie stopped working - then it would be replaced. As someone who has never bought insurence before I felt I was duped by the person who sold it to me. And no, the TV breaking down is not the "worst thing that could happen", (clearly you do not understand my humour) but what if it had been my fridge or something that you actually need. THAT is why I was asking.
I am only asking because of what I was SOLD, not because of what has broken.
It is the fact that I was lied to by the person who sold it to me that has annoyed me (if you all took the time to read the post) maybe I should have been more thorough with the T&C's, but by taking it out in the branch of a bank I have used for over 10 years, maybe I was slightly more trusting!
Thanks for "advice"

sax11

WhyDoIBotherToWork wrote: »

First time I have taken out a policy and I felt all grown up for once! (I was actually 33 but anyway!)

You're welcome for the advice but at 33 you should not expect a new tv if yours breaks.

InsideInsurance

There certainly is grounds for complaint.

Whilst you certainly should have read the document during the cooling off period to fully check that the exact terms would meet your requirements that doesnt exonerate the sales person for giving incorrect information about the product features.

As this was done in branch/ face to face of cause the difficulty will be in establishing exactly what was said but the complaint will start the investigation and if they did the sale then identifying the member of staff will hopefully be easy

dunstonh

This should be an easy complaint because its post insurance regulation. They would have issued a statement of demands and needs listing your reasons for wanting it and how it meets your needs. if that documentation supports your allegation then complaint upheld. If it doesnt then complaint rejected. I have known some home insurance policies have breakdown cover as a bolt on.

rs65

I think you have grounds for complaint as you were advised badly but you weren't missold the policy. You wanted contents insurance and that's what you got. A contents policy providing breakdown would be rare.

You may have difficulty convincing them that you were ill advised so I suppose your focus have to be the fact that you had never bought insurance before. Even then, I'm sure the vast majority of people wouldn't think breakdown would be covered.

ps A straight replacement is the option after repair is attempted for most claims.

rs65

dunstonh wrote: »

They would have issued a statement of demands and needs listing your reasons for wanting it and how it meets your needs.

I'll bet the OP has a bog standard D&N statement and it won't mention the need for breakdown.