mattress - shipment insurance claim

igemonster

Hi MSE - sorry about the length of the post!
I moved abroad a while ago with a 3 year old Vi Spring mattress, quite expensive at £2k when originally bought. Upon the ship delivering it (3 months one way), we found some supportive qualities were no longer there. We were still using it but it didn't feel as comfortable, and also a little bit of noise from the springs appeared. We claimed for damage and the company paid a chunk of the price so I was fairly satisfied.

Fast forward a period of time, we moved back to the UK. Mattress again was shipped, as was everything else, I put the mattress (again) as a higher value item (almost the only one in the shipping list).. Upon arrival, we can hear even more noise and feel even less support. It's still usable, sure, but I am very suspicious it won't last as long, given these quality mattresses are supposed to go strong for a couple of decades.

Both times I asked Vi Spring and the response was effectively, symptoms are concerning and it was possibly damaged. There was never a question of them coming to have a look though, just emails.

Now, with the second shipment, we first of all were 'surprised' that the shippers actually rolled the thing :eek:
Vi Spring confirmed, as well as stated on their website, that their mattresses aren't to be rolled ever, lest they get damaged. I hadn't realised that, but I had no idea shipment company could come up with such a brilliant space saving move! It's a thick mattress. Their website says "Do not bend or roll your mattress, since this will damage the spring unit and invalidate any warranties or guarantees. When moving house it should be well wrapped and kept flat and supported at all times."

I submitted a claim, had emails back and forth, incl picture of the mattress folded, taken immediately upon delivery, and asked for payment.

Shippers sent an 'expert' who had a 5 min look and left, after which I received a
conclusion that no defect caused by the shipment was observed. That's it.

The claim was rejected, as:

• mattress has already been claimed for (so what? they did MORE damage since)
• the 'expert' found no damage arising from it being shipped (yeah but we feel it's not as good now)
• I should have warned them not to roll it. LOL. really??

Vi Spring speculated the mattress was not properly supported during the move and suggested to pursue the matter.

Any thoughts as to how I should reply/dispute? I realise the mattress still has some life in it, and as we are relatively young we probably won't be getting a bad back soon.
But I do reckon they shortened the mattress's useful life by folding it. I insured against damage to my stuff, and damaged it was.
Do I need to get some 'independent' assessor to have a look? I guess then I risk having to cover the cost if I still don't win this?

forgotmyname

You shipped a damaged item the insurer had already paid out on, which you deemed damaged enough to claim on the insurance but not damaged enough to replace it?

Your surprised they wont pay out on the same mattress that they already paid out on and possibly expected you to replace using your claim money?

Not properly supported or not properly packaged? Was it packed in a way to prevent them folding it?

Quentin

Whenever you are not happy with your insurance company the route to go down is a complaint in line with their complaints procedure

Then if you are not happy with the reply or they ignore you for 8 weeks you can escalate to the FOS for their adjudication all at no cost to you

igemonster

Thanks guys for the answers so far! To clarify, each way shipment was done by a completely separate shipping companies and insured by separate companies.
I did not try to prevent any folding admittedly, as the shippers are the ones packing everything. They just enter the flat and pack everything up, at least that was the option I chose, no pre-packing or anything.
If I pay the premium then get the 'already damaged' damaged more still, and this time against the manufacturer's advice (and tbh common sense, it's not an IKEA vac packed mattress..) - what do I pay the premium for if not to protect financially against that damage?

societys_child

They just enter the flat and pack everything up, at least that was the option I chose, no pre-packing or anything

They rolled it even though you attached a note not to?

igemonster

societys_child wrote: »

They rolled it even though you attached a note not to?

no no, I did not in any way try to prevent the rolling, neither did I see it until 3 months later in the UK. I leave in the morning, they work all day, then I come back to an empty flat.

igemonster

OK I guess I'll just have to submit a complaint and in the meantime as I'm fairly sure they'll not entertain paying out, look into putting a case before FOS. Australian FOS as well, but it seems they have one, just like here