Consumer has to pay company excess?

GeeBee65

I'm new to the forum (hello!), so sorry if there is a better place to have posted this...

I recently hired some services off a cleaning company to do a spritz of my home, what with xmas approaching. Unfortunately, without going into too much depth, the service provided wasn't great, and the cleaner's also caused damage to the carpet after not fully following instructions which were left for them. I have been given a full refund, which is great, but when I asked about costs for fixing the carpet, I was told that if I wanted to claim on their insurance I would have to fork out for their excess first. I don't know much around my rights as a consumer when it comes to insurance, but this doesn't seem right to me...does this sound right?

27col

Surely its their insurance and therefore their excess.
Anyway, there will not be any excess to pay if your claim is not upheld.

TonyMMM

Your claim is against the company, not their insurance.

Any excesses or other conditions are their problem , not yours to worry about.