Tesco Insurance - claim problem

Oscar_The_Grouch

Close enough. Any more hairs you want to split?

gazza975526570

Merely pointing out that there would be no point the OP writing/contacting Direct Line about their complaint.

Dont be so touchy Oscar.

gazza975526570

Im sure Tesco will have appointed someone to initially inspect and attempt repair, if possible.

Certain things arent even attempted, ie if someone has used household cleaners and it hasnt worked they will then generally look to replace.

JDE001

Thanks again for the input folks, I really appreciate your advice and I'll put the points raised to Tesco when they ring me. :T

Labman: We've tried virtually every carpet cleaning product known to man and it has lightened the stain slightly - it remains undeniably orange though!! Haven't tried contacting the manufacturers as yet, might give that a go, the other problem is that the amount of stuff we've used trying to remove the stain means that the surrounding area is now lighter than the rest of the carpet.

JDE001

Well we're into the 5th working day and there's no sign of a phone call from Tesco. I'll give them until tomorrow and try them again.

JDE001

I finally gave in and rang Tesco on Friday, received many apologies for them not returning my call within the 5 working days and she admitted that there was no record of anyone trying to contact me.

They're sending someone out to inspect and try to clean the carpet next week and hopefully we'll get it sorted.

I asked her to clarify the situation regarding the carpet being one continuous piece and her understanding is that they will replace up to any doorways or runners. When I explained the conversation with the previous person she started to back-track a bit, making it clear that was just her understanding of the situation. Feel a bit better about the situation now, only time will tell...

mattymoo

JDE001 - thanks for the update. I have a deep mistrust of call centres and their often vague answers like this. Keep a careful note of call times, dates and people spoken to.
Also, might be worth backing it up with an e-mail or letter to confirm the conversation and what has been agreed. Paper correspondance is so much easier to understand in a complaint situation than "he said / she said" type of stuff.

JDE001

Well the carpet guy has been out, took one look at the stain and said 'I can't do anything with Lucozade'. He took an off-cut of the carpet and said we'd get a report within 2 weeks and he'll be recommending that the whole carpet is replaced. Here's hoping that it'll be sorted soon...

Cheers folks :T

JDE001

I yesterday recieved a mandate from Indendent Inspections for £428 (minus the £125 excess). That'll be me off carpet shopping this weekend. Thanks to everyone who offered advice, thankfully they've resolved it witout me threatening them with the massed ranks of MSE!!

Thanks all. :beer: :T :j

FlameCloud

Thats really good to hear.

Although I work for an insurance claim, it really annoys me when poorly trained staff make wrong technical decisions on claims and dont pay out!