Insurer won't pay any form of compensation ( My rights)

terwitterwoo

Short version!!!!!!
22nd Dec my Son dropped mobile onto screen of Macbook resulting in digital screen with lines all over. Contacted Insurer (Getsafe) who quickly esculated claim & arranged for it to be sent to their approved repairer. I was asked in meantime to obtain a quote for repair. I obtained a quote from Apple directly & quote was accepted and insurer agreed to pay out minus excess of £100 ( all going well)

Laptop came back from repairer with further damage. Case broken, screen damaged further scratches all over. Fortunately, pictures were taken so we were able to demonstrate additional damage was caused. Insurer apologised and accepted damage was caused. Obtained further quote from Apple (backwards & forwards travelling to store, inconvenience etc) Quote was accepted. In the meantime I wrote to insurer and explained I wasn't happy that this should have occured whilst laptop was with a company they recommended. Also stated that I should be compensated for this as Son about to sit Mocs needs his laptop. 

In short, insurer states it can't pay out any compensatation as it wasn't caused by them also they are investigating. They are prepared to pay out cost of repair now minus excess.

Question is, should I just accept repair then surely claim will be closed? How long do I give them?

DullGreyGuy

What financial losses have you suffered? 

If you are just claiming inconvenience then you are probably going to want to read https://www.financial-ombudsman.org.uk/consumers/expect/compensation-for-distress-or-inconvenience which is the ombudsman's view on such things. 

From what you have said it sounds like you are at the far end of the minor scale where the ombudsman thinks just an apology or an apology and £25 or such will suffice given they are rectifying the actual problem (damage to the goods whilst with their service centre) 

TSx

You should treat the two things separately.

The claim should be settled and they should provide you with a written response to your complaint. If the response to your complaint says they won't pay any compensation then you will have the option of escalating your complaint to the financial ombudsman