Tesco Home Insurance - CLAIM

blondie21

My problem is i had to claim for a sofa on my household insurance ( with Tesco) it is part of a suite. Only the sofa was damaged. i sent the forms in and rang where i got the suite from (only 3 years ago) to be told they dont do that colour anymore ( cream ? ).They only want to pay for the sofa (understandably) but i am unable to get another sofa to match the suite i have. Do i bite the bullet and just take the money and put it towards a new suite ( i would have to put almost a thousand pounds to it to get one similar ) or is it worth fighting on with Tesco. What you think ?
At the end of the day i am going to be a lot of money out of pocket.

V_tricky

Hi,

Click THIS link - it leads to an article in the Financial Ombudsman Service newsletter - it's quite old (2001) but I don't think the information contained in it has changed.

Hope this helps!

blondie21

I have read the above link and take it to mean i would be entitled to more than the Cost of the one sofa that is damaged.How would i persue this . i could not see any link to the Financial Ombudsman if that is who i apply to. can anyone help me.

V_tricky

Hi,

Well are the sofa's identical? (ie 2, two seat sofa's, one which was damaged, the other not?)

If they are both identical, then that makes the calculation easy - you would ring or write to them, say that you've looked at the ombudsmans website, and you feel that you are entitled to claim for 50% of the cost of whatever you've agreed for the damaged sofa as you are unable to replace the damaged one with the same. In fact, I would ring them *AND* write to them asking them the same thing.

If the other part of the suite is 2 chairs for example, I would ask them on what basis they valued the sofa at (ie, they had valued it on the basis of the current RRP of the same sofa in a different colour, or a similar sofa from the same store) I would look at the RRP of the other matching items and go from there the same way, both ringing and writing.

If they refuse, ask them to log your displeasure as a formal complaint, to which they have to send a business decision letter. If they still don't offer you another 50% of the cost of replacing the other matching items, have a look on the Financial Ombudsmans website to look into taking your complaint further via them.

Direct Line's policy booklet doesn't specifically exclude making payments for undamaged parts of sets, unlike the AA, who do very clearly say this.

Good luck!

belfastgal

The damaged sofa was £899 the other sofa was £999 (not damaged)and the chair was £699(not damaged)
The full suite replacement estimate from the sofa shop was £2495. Tesco have offered me £899 less £100 access
What would be reasonable for them to offer ?
sorry cant seem to work it out
thanks for your help

V_tricky

Well the sofa shop should have broken their estimate down into how much for the sofa, etc and then work out 50% of that.

TBH I don't really know a great deal about household claims at all, but what's the worst they can do except say no, then you can refer it to the ombudsman to will look at the whole file and your policy wording and then the worst they can do? Say no too?

It would certainly seem as Direct Line don't appear in what I've read to make a specific exclusion that you may possibly persuade them into making an increased offer.

I guess in the future though you need to check to see whether this type of cover is clearly included (I don't need it because my suite was ex-show home and was bought from an auction for less money than one of your chairs!)

Good luck!

FlameCloud

The policy document can say what it wants, the FOS is very specific on how it deals with matching items complaints-

For loungwear- 50% of the replacement value of the undamaged item (s) (so max payout is 75%)

For everything bar loungewear- 50% of the damaged area (so max payout is 100%)

If you push them to FOS level, they will have to pay!

PJI1970

I have a similar Story !

4 Piece Sofa this time - 3 pieces damaged. Insurance company (Equity Red Star) is refusing to pay for the non damaged item even though I cant replace the 3 bits with the same style ! Mix and Match sofa's - Lovely - but not what i had prior to the damage !!

I am going to try and play hard ball as you buy a sofa Suite as a whole Item . I am claiming for a sofa suite but not sure if anyone can throw any light on how to throw legislation at them to get them to see reason ?

Also worthy to note that I had this on a finance package that is still running. Do the finance company have an obligation to ensure the goods remain fit for purpose during the agreement term ?

Any ideas anyone ?

dacouch

PJI1970 wrote: »

I have a similar Story !

4 Piece Sofa this time - 3 pieces damaged. Insurance company (Equity Red Star) is refusing to pay for the non damaged item even though I cant replace the 3 bits with the same style ! Mix and Match sofa's - Lovely - but not what i had prior to the damage !!

I am going to try and play hard ball as you buy a sofa Suite as a whole Item . I am claiming for a sofa suite but not sure if anyone can throw any light on how to throw legislation at them to get them to see reason ?

Also worthy to note that I had this on a finance package that is still running. Do the finance company have an obligation to ensure the goods remain fit for purpose during the agreement term ?

Any ideas anyone ?

You will not get the cost of a whole suite from ERS, you can however push them for a contribution of 50% towards replacing the undamaged item. Mention the Ombudsman and they should agree to this

pigeonpie

V_tricky wrote: »

Hi,

Direct Line's policy booklet doesn't specifically exclude making payments for undamaged parts of sets, unlike the AA, who do very clearly say this.

Most contents policies have this 'set' exclusion. They apply it to furniture and carpets. Good luck and post how you get on. Seems as though if you can't match things up, they should pay 50% but you'll have to fight.
Maybe the FOS should inform insurers of customers' rights on this?!

John_3:16

I was with ERS seems like I cannot go withy them this year as they have pulled out of home insurance?