Insurer asking for laptop password

bigjimfeet

Hi, does anyone know if it’s normal for an insurer to ask for your laptop password prior to carrying out repairs? I’m claiming for liquid damage and they want to ensure the laptop was actually being used when I took out the policy two months ago. They’ve also told me not to wipe any data from the laptop - but if I do this and also give them the password they will then have access to all other stored passwords on the laptop (eg for banking/credit card accounts) not to mention all my personal photos and documents.

Any advice much appreciated!

[Deleted User]

Not heard that one before. Seems like a massive invasion of privacy, and in some cases people would have protected data on there like medical files or legal documents.

I'd also be worried about how they intend to determine if you were using the laptop recently. Presumably they want to look at things like browser history.

I suppose you could tell them you are willing to demonstrate the laptop to someone, but will wipe it before handing it over for inspection. Keep in mind that even if you don't give them the password, unless it's a more recent laptop that encrypts the data by default they will very easily be able to bypass the Windows login and access any data on it.

bigjimfeet

Yes, that’s what I thought. From what I understand usually a repair company will ask for the opposite of this - data wiped, factory reset, etc. Surely there are other ways to verify the laptop actually works, and so was working at the time of policy inception - eg, a video of me actually using the laptop or something (the liquid damage only affects two keys on the keyboard, which I’ve already informed them of). Just worried that they’ll decline my claim if I don’t do as they’ve asked.

tacpot12

I don't think you should have to let them have free access to your data to perform a hardware repair, and yet their desire to check that the laptop failed while is was covered is not unreasonable. 

If it was me, I would call them up and negotiate about how we meet their need to confirm that my claim is valid. One option might be to install some software that allows them remote access to the laptop - they can have a look at the dates and times on the files, but you will be able to monitor them to see that they are not opening any of the files. 

Once they are happy, you can send them the laptop and the repair can proceed. If they are concerned about you sending them a different laptop after they have verified your laptop using remote access software, you could use Zoom on your phone to show them that they are in control of the laptop, and then turn the laptop over and show them the serial number. Then send them the laptop without the password. I would delete any file containing bank details, or move them to a USB memory stick. 

Installing any software with  two missing keys might be problematical, but there is a screen keyboard on Windows 10 you can use to enter characters that don't register on the keyboard. Use Ctrl + Windows key + O to bring up the keyboard. 

Sandtree

How old is the laptop and what is your accidental damage excess? A single item claim is rarely cost efficient to make particularly when you are talking laptops and other tech which devalue so quickly. If all you need is a new keyboard you'd be able to replace that yourself for a lot less than your excess and thats before you consider how much your premiums will go up by for 5 years for having made an Accidental Damage claim.

Did you have just one user account setup on the computer? Having had friends/family occasionally use my computers when they pop round each of mine have a guest user setup so they can borrow it without seeing my !!!!!! browser history.

Do you keep everything in My Documents etc or outside of the user area? Have you recently installed software or updated the computer? You could easily create a new user account (using the onscreen keyboard if the two dead keys impact your password) without admin rights and find system/app files that were updated shortly before the incident. 

bigjimfeet

It’s about 8 months old, excess is £100 which is a lot less than it’d cost to get it fixed myself. It’s a Macbook Pro.

Guess I’ll have to see if I can reach a compromise with the insurance company. They want to verify the last date the laptop was used and make sure that this was either on the date of the incident or after it - I’ve no problem with that, but surely there are ways to do it that don’t involve giving away access to personal and financial info to an unknown repair company. I’ll see what they say. Thanks all.

Sandtree

How much did Apple say it'd be to repair? I know a colleague in the US got his replaced for $125 but there was a debate on if it was "liquid damage" as they wanted to charge more if it was. Still surprised that a keyboard replacement will be worth while going via insurance for £100 + 5 years of increased premiums.

If you log into your account using the onscreen or external keyboard if necessary you can go into MacOS settings and turn on guest account in the User settings. As mentioned previously this then allows them to log in and see when system/app files were updated, there has been 11.6.1, 12.0.0 and 12.0.1 released in the last two months and so hopefully you upgraded to at least one of those.

The other direction of attack is to 1) reiterate its a new machine and so not one that was consigned to the junk room that you are now looking to liquidate (no pun intended) because you're short of cash this month and 2) provide evidence that you had another Home policy before this one that covered AD with a similar excess and so there is no benefit to you for claiming off this policy -v- claiming off the previous policy if the incident had happened earlier.

bigjimfeet

Apple have quoted anything from £400-£800, as they’ve said they usually don’t just replace the keyboard but also replace other affected components.

Enabling a guest account may be a way forward, though I haven’t performed a system update since 11.6.

I guess my main issue is it seems a bit extreme to give them access to all my info when all they want to verify is the “last usage date,” something I could easily verify right now by, eg, sending them a short video of me using the laptop that includes the serial number and today’s date or something. But maybe I’m just being paranoid….

Sandtree

bigjimfeet said:

I guess my main issue is it seems a bit extreme to give them access to all my info when all they want to verify is the “last usage date,” something I could easily verify right now by, eg, sending them a short video of me using the laptop that includes the serial number and today’s date or something. 

What they are wanting to prove is that his has happened since you took the insurance out, ie you didnt break it then realise you were uninsured, bought the policy and then claimed it happened at a later date. So other proof would need to be a video from after the purchase date of the insurance but before the alleged incident.

bigjimfeet

Oh, and it’s not home insurance, it’s gadget insurance through Switched On Insurance, which I signed up for when I broke my phone and discovered my partner hadn’t bothered to renew our contents insurance…. And the reviews of Switched On Insurance (which I should have read more thoroughly when I signed up!) are also making me a bit wary of giving away passwords and expecting them to be fair when honouring the claim….

bigjimfeet

Sandtree said:

bigjimfeet said:

I guess my main issue is it seems a bit extreme to give them access to all my info when all they want to verify is the “last usage date,” something I could easily verify right now by, eg, sending them a short video of me using the laptop that includes the serial number and today’s date or something. 

What they are wanting to prove is that his has happened since you took the insurance out, ie you didnt break it then realise you were uninsured, bought the policy and then claimed it happened at a later date. So other proof would need to be a video from after the purchase date of the insurance but before the alleged incident.

Well, I don’t have that I’m afraid, though I’m sure there’s files etc I’ve created in between those timeframes. Though I’m not sure what that would prove anyway as the laptop has never stopped working - it’s just that the caps lock key no longer functions correctly.