Queries re: Cause of Damage Report

strangelight84

I’m a first-time poster to the MSE forums looking for some advice regarding an accidental damage claim I’m in the process of making. I’ve tried searching for the answer, but – perhaps because the search terms are quite general in nature – I’ve not had much luck with this, here or elsewhere on the web.

The situation is as follows: I recently dropped my MP3 player – which, unfortunately for me, was a fairly pricey Astell & Kern model. Immediately prior to being dropped the player was working, and was playing music. When I picked it up off the floor, the screen was black and it wouldn’t turn back on, although it has only the most miniscule sign of external damage (it was in a protective case made by the manufacturer). I tried all the troubleshooting I could find, to no avail. I sent it off to reputable repair service, who examined it and declared that the mainboard was faulty and that, as Astell & Kern use proprietary components which they don’t provide to third parties, it couldn’t be repaired.

I have home insurance including extended accidental damage cover through Legal & General and have initiated a claim. I’ve provided all this information, including two reports regarding the repair (one identifying the cause of the fault and another stating that the player is beyond economic repair). However I have now been asked to provide a third report identifying the cause of the damage, i.e. that the item is faulty and non-repairable due to having been accidentally dropped.

L&G have not given any indication as to who might give this kind of report, and I’m struggling to find any service that purports to produce them. (The report itself also seems pretty pointless to me: as I was the only one there when the damage occurred, and I’ve already produced a report confirming that the player really is faulty and beyond repair, won’t a ‘cause of damage’ report just parrot back what I tell the report-producer, i.e. “customer says item was dropped; item doesn’t work; item was/may have been/etc. damaged by being dropped”?)

Can anyone recommend a producer of such reports, or give an indication as to how much a report of this nature might cost? Does anyone know what the consequences of an ambiguous report might be – for example, that the damage might have been caused in the way I describe, but it might not? (It was caused by being dropped, I’m pretty sure – but I’m trying to see this from the insurer’s perspective and with a cynical attitude that they’ll seek to refuse my claim if they can.)

Alternatively, is it worth contesting the need for such a report in the circumstances? My story has been consistent throughout my claim because it’s true, I’ve provided two reports so far, and I’ve also given a video of the damaged item and a video of me confirming the accuracy and honesty of my claim. Should I be making the point that they’re calling into question my honesty and integrity by asking for this third report? Thus far the claim has been conducted online and I haven’t spoken to L&G, but I thought I’d ask about the report before I speak with their claims handler.

Any thoughts on this would be gratefully received.

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 at no cost to you

All insurers would investigate a claim, and it looks like it's possible your accident may not be the cause of the item not working

davidwatts

Go back to one or both of the firms you've mentioned? Tell them what your insurer has asked for and ask if they can provide an updated report (or addendum) commenting on the likely cause of damage. E.g. most likely cause of damage or damage consistent with being dropped as described by the owner. I don't think this is a matter for yet another party to report on.