Replacement costs covered insurance

Grace007

Bought a Miele condenser dryer over £1,000 Engineer came out eight weeks ago, still not repaired due to parts being lost and confusion on the side of the insurance company. How long is it reasonable before I can get the below actions taken.

• Replacement costs covered: Should we be unable to fix your appliance, you’ll be covered for the cost of a brand-new replacement.

elsien

They aren’t unable to repair it though, from what you have written.

They haven’t done so because of mistakes, not because it’s beyond repair which is what that type of clause tends to refer to,

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/6665288/replacement-costs-covered-insurance

Is it actually insurance? Many things are sold as service plans or warranties that are not legally insurance but people refer to it as insurance… there is a big difference in your options depending on if it is or isnt legally insurance. Companies like Domestic & General sell both so the vendor alone doesnt tell you what it is. If it is insurance then the complaints section will talk about the financial Ombudsman.

If it's not insurance then any timelimits would only be bound by the terms of the contract. If there is no time limit then in principle they could take as long as they want over trying to source parts. At present they can fix it, once the parts arrive, so unless they find out the parts are no longer made they can keep trying to source them.

If it's insurance then there is the extra layer of the regulations that can supersede the contractual terms plus the Ombudsman is sometimes a law unto itself and is legally obliged to find "fair" outcomes.

How old is the device?

What's the confusion on the insurer side? Most companies operating under these types of agreements have a significant amount of authority without having to refer back to the insurer, if its them not the insurer telling you there were problems/confusion then it could be them making up stories because everyone accepts that insurers are a pain.

Grace007

Bought when I got the dryer two years and three months age from Marks Electrical The company is Pacifica

Help take away the worry
Thank you for choosing 3 Years Extended Warranty,we are pleased to enclose your documentation and other relevant information.
UK Warranty Customer Services
Your product(s) covered:
Covered Product: Tumble Dryer

On the portal different customer support are basically useless crossed wires, some saying its arrived the part other input its still being sourced, cannot get any sense its a expensive repair as the entire machine needs replacing as its unrepairable according to the engineer who came out.

Grace007

Been two months no time line for repair

How long is enough

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/comment/81973670#Comment_81973670

Does the complaints section mention the financial ombudsman?

Currently Marks sell a D&G insurance policy so can't see on their website. Certainly Pacifica do sell insurance policies however given who the underwriter is the probability is that they will be a pain.