Laptop Top insurance

robins2024

I recently bought a used laptop from a third-party marketplace. I took out their insurance policy. The laptop broke after 5 weeks, I notified the marketplace who have passed the matter onto the insurance company evy and now they're both passing the buck back-and-forth between each other refusing to cover the repairs or replacement.

This was the marketplace/seller's response. 

Does this make any sense to you??? I'm confused what they are saying. 

Thank you for your patience, Here is an update from our team, the appearance of green/ white vertical/horizontal lines is typically the result of a fall, pressure, or impact the device has sustained. Therefore, the seller warranty does not apply in this case and this has been reviewed from the technical Lab also and they confirmed the warranty exclusion. After examining your claim and the reasons for refusing it, we can see it was due to a lack of external factors. This means that the source of the damage did not come from a third party, or an event external to the Device or to the Authorized user, as you'll see in the Terms and Conditions. For example, if your explanation for the damage was that "it slipped out of my hand" or "I dropped it" or "it fell", your claim is unlikely to be accepted, as those all do not indicate an external party that triggered the accident. Evy will always ask a second time to describe the circumstances surrounding the damage, to make sure you mention any third parties, if they were involved. After that, they will make a decision, and any changes to the circumstances you provide after that decision will usually not be taken into account.

cw8825

Sounds like you have taken out a warranty not additional insurance.

What actually happened to the laptop, and what are you claiming for?

If you dropped it and broke the screen - that would usually be a claim underinsurance for accidental damage

if it has just stopped working due to being faulty - that would be a warranty claim

DullGreyGuy

robins2024 said:

I recently bought a used laptop from a third-party marketplace. I took out their insurance policy. The laptop broke after 5 weeks, I notified the marketplace who have passed the matter onto the insurance company evy and now they're both passing the buck back-and-forth between each other refusing to cover the repairs or replacement.

This was the marketplace/seller's response. 

Does this make any sense to you??? I'm confused what they are saying. 

Thank you for your patience, Here is an update from our team, the appearance of green/ white vertical/horizontal lines is typically the result of a fall, pressure, or impact the device has sustained. Therefore, the seller warranty does not apply in this case and this has been reviewed from the technical Lab also and they confirmed the warranty exclusion. After examining your claim and the reasons for refusing it, we can see it was due to a lack of external factors. This means that the source of the damage did not come from a third party, or an event external to the Device or to the Authorized user, as you'll see in the Terms and Conditions. For example, if your explanation for the damage was that "it slipped out of my hand" or "I dropped it" or "it fell", your claim is unlikely to be accepted, as those all do not indicate an external party that triggered the accident. Evy will always ask a second time to describe the circumstances surrounding the damage, to make sure you mention any third parties, if they were involved. After that, they will make a decision, and any changes to the circumstances you provide after that decision will usually not be taken into account.

Do you have a link to the policy wording? Is it https://static.evy.eu/distribution_partners/back-market/pre_contractual_documents/terms_of_service/uk/information_notice_breakage_liquid_damage_EVYBMBUK.pdf

From what they are saying the device has sustained physical damage and your policy doesn't cover damage when you yourself are the cause of the damage. If however a third party is the cause, eg you were in a cafe and a waitress knocked the table that the laptop was on over then they are implying that would be covered. Would really need to read the terms though as it's an odd. 

If it is the above, then not too surprised given the insurer. I'd argue the wording is terrible and the FOS may take exception to it because it covers almost nothing.