Insurance for glasses

ibizadj

Hello, Not sure if I have posted this in the correct place, but it is about glasses insurance from opticians.
Brought a pair of glasses and opted for the insurance as they were rather expensive. One of the lenses got scratched. I took the glasses back to be replaced, free of charge, through the insurance I had purchased. At first I was told I could keep my glasses so I could still see clearly as I would be getting a full replacement pair. As the order was being processed, I was then told the frame was unavailable so my glasses would have to be sent off for the lenses to be changed.
Three weeks later I had my glasses returned. The following day while cleaning my glasses, I noticed the scratches still there on the lens. It would appear that the lenses had not been replaced at all and just highly cleaned instead. I phoned the opticians to complain and they said they would order me another pair straight away without even seeing the ones that had allegedly been replaced. I offered but they said they would take my word.
Now this all seams rather strange to me. Why would they take my word for it and order a new pair without checking them first? Have they pulled a fast one and claimed the money from the insurance company and are now going to make a second claim.
I feel totally conned and that they have committed insurance fraud. Although they say they are getting me a replacement, I have lost my trust in them. I would like to take this matter further but I am unsure of where to turn. I am going to ask to speak to the store manager when my replacement glasses turn up and I go to get them but I just know I will be fobbed off with poor excuses.
If anyone has any advice it would be greatly appreciated.
Thank you in advance.

chrisw

I think you're reading too much into it. I would guess they've tried polishing them first to keep the costs down and assumed that would be good enough. However, you've pointed out that it's not good enough for you so they've gone ahead with the replacement.

A bit similar to a windscreen chip where they'll try repairing it first and replace it if that fails. 

ibizadj

chrisw said:

I think you're reading too much into it. I would guess they've tried polishing them first to keep the costs down and assumed that would be good enough. However, you've pointed out that it's not good enough for you so they've gone ahead with the replacement.

A bit similar to a windscreen chip where they'll try repairing it first and replace it if that fails. 

If they tried polishing the scratch out they are still lying to customers. The insurance policy states that damaged glasses are replaced. I asked the colleague in the store when I picked them up if they would have polished scratch out. He said "No" and that they would have been replaced. By polishing any optical viewing aid reduces the thickness and therefore alters the strength of the prescription.