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    • dearfiona
    • By dearfiona 9th Mar 17, 7:08 PM
    • 5Posts
    • 0Thanks
    Advice sought please
    • #1
    • 9th Mar 17, 7:08 PM
    Advice sought please 9th Mar 17 at 7:08 PM
    Hello everyone.

    I'm not entirely sure which forum this would be most appropriate to, so I'm posting it here, and on the PPI forum as well. I hope that's ok ?

    I'd really appreciate some help regarding an insurance policy I have.
    I've had both a Debenhams store card, and a Laura Ashley store card for well over 10 years now. They are both Mastercards. When I took the cards out, I was offered an insurance policy that covers me for sickness, death, unemployment, and, most relevant to this post, price protection. I've never claimed for anything other than price protection.

    Basically, if I buy something at full price, and it is subsequently reduced, I can claim the difference back. The terms and conditions of this are, there is no time limit in which I have to claim, there are no exclusions, and the procedure I have to follow is self verify that the items are reduced, either instore or online, providing the difference is less than 50.

    In the instance where an item may have been reduced by more than 50, I have to fill out a "price verification form" whereby I approach someone in store, and they formally verify the reduction in price, and sign it off. I'm not much of a shopper, so I haven't availed myself of this policy very much over the years. I've ALWAYS taken a LONG time to process and send off the claims forms. And although it's sometimes been nice to buy something designer in Debenhams for a nice occasion, and not worry about the price because I know it will be reduced, I've only ever bought something so expensive that was reduced in price by more than 50 three times, and hence had to fill out a price verification form. All the other times over the years, it has been just self verification, and I have indeed always submitted truthful information of course. My claims have all been successful, no matter how old the receipts are.

    I got divorced 5 years ago, and even prior to that, I had let many many things run away from me, for various reasons. I moved to a different city, and started all over again. I borrowed 5k on a balance transfer credit card, and set up my own property management business, which has been hard hard work, and only just in this last year have things settled down for me, and I'm finally keeping my head above water, and taking care of other things in my life.

    In November just gone, so 2016, I sat down for 2 days to organise all the receipts and forms to catch up with my claims on this policy. I was a bit taken aback to see that they went back as far as 2011 ! However, I had at the time verified the receipts and price reductions, I had just never got round to filling out the forms themselves, and sending them off. I suppose the " no time limit " clause gave me a sense of security that I had all the time in the world.

    I filled out all the forms, organised the receipts by date, put it all into envelopes, intending to just post them all off one by one. In any given envelope, there will be one claim form, with a list of receipts for perhaps 7 items at a time, and each claim might range from 70 for 6 or 7 items in all, or perhaps 400, again for 6 or 7 items.

    In November I sent off the first claim, for 363.88 altogether. Processed, and paid out immediately. I sent the next one off in December, this time for just 78.70, again 5 or 6 items. I received a phone call from a lady in the company asking me to explain why these receipts were from so long ago, and why they hadn't been sent in sooner. I apologised, and explained. She responded, very pleasantly, that they would be honouring the claim, however, in the future could I endeavour to send them in sooner. I didn't see the point in stating the obvious, that actually I wasn't do anything technically outside of the contract I have with them, otherwise they wouldn't be honouring the payment at all !

    In January I sent another claim form off, this time for 130.30. I received a letter from them as follows " As part of our claims audit process, your claim has been selected for review and as part of our review we will need price verification from Debenhams, that the eight items you are claiming for have been reduced in price "

    Further on, " Once we receive these, we will assess your claim against the terms and conditions of your insurance, at which point we will send you a letter to confirm if a payment can be made, we will explain how much will be paid, by when, and to whom, plus any further action you need to take to continue to receive payment. If we cannot pay we will explain the reasons why. "

    Further on " AXA Group acquired Genworth LPI in December 2015. This acquisition does not impact your insurance, there is no change to the benefits or cost or to the underwriters and administrators of your insurance "

    The thing is, that I've tried to verify the receipts in store, but because it was so long ago, it's no longer possible. Please can I just make very clear at this point that I did verify them at the time, independently, in line with the policy. This extra condition they are attempting to hold me to is NOT part of the original policy, and I've never been required to do it before for anything under 50.

    The claim I sent off in January takes me up to the end of 2012 in terms of receipts, so I'm slowly ploughing through them. I have another 6 envelopes all ready to go, one by one, which come to perhaps an 800 claim all in all. And will bring me pretty much up to date.

    I don't want to lose that money. But equally, I'm not sure whether it's worth fighting them ? Might I have a leg to stand on ? And how might I go about it ?

    I also don't want to risk losing the policy altogether to be honest. If I were to fight it, and be successful, would they then be able to make me forfeit the policy from now on ? I call these cards my " magic cards . " Seriously. I don't buy a lot of clothes at all. But it is such a good feeling to sometimes splash out on something expensive at full price, knowing that it will be reduced, and I will get it at sale price anyway. I don't want to risk losing the policy.

    Can I also just add, that I sent them the original receipts. In their letter they say that they have enclosed copies of these, knowing that I will need them to get them verified in store. However, they did not send me copies. Fortunately, I photo copied it all anyway before I sent it off, I always do. But if I hadn't, I'd now have to be chasing the company for them. Hmmm.....not sure if I'm being paranoid that this is deliberate on their part ?

    So folks, there is my dilemma. Entirely of my own making of course, but I'd so much appreciate any advice/thoughts/insights into how to proceed with this ? Is it worth pursuing ? Or shall I just write it off to my own silly fault ?

    Apologies for this rather long post, and if you've got this far without me putting you to sleep....THANK YOU !!!!

Page 1
    • FutureGirl
    • By FutureGirl 10th Mar 17, 5:25 PM
    • 1,086 Posts
    • 447 Thanks
    • #2
    • 10th Mar 17, 5:25 PM
    • #2
    • 10th Mar 17, 5:25 PM
    I'd just write it off, as it is partially your own fault, as you've admitted.

    You can't do anything about the fact that this one claim, out of all the ones you'v made, has been selected for review. You won't get verification from debenhams as they only keep data for X years and then they have to be destroyed.

    Do you have a copy of the original policy? If not then you can't argue that it isn't a term of the original policy.
    • dearfiona
    • By dearfiona 11th Mar 17, 11:46 AM
    • 5 Posts
    • 0 Thanks
    • #3
    • 11th Mar 17, 11:46 AM
    • #3
    • 11th Mar 17, 11:46 AM
    Hi FutureGirl,
    Thank you for replying
    I do have a copy of the original t&c's, yes. And the fact that they paid out in both November and December on these ancient receipts inherently proves that they themselves know that it is all within the t&c's.
    I cannot imagine that they may think I'm lying about the price reductions, or doing anything "fraudulent" as such. There's no room for that. Things go down in the sale at Debenhams in quite predictable ways. And I wouldn't be so stupid as to lie anyway.
    I may just have to write it off, and only have myself to blame really.
    Although I'm 100 % certain that I would win this if I pursued it, because I have 100 % not been fraudulent, and more importantly, I have 100 % followed THEIR t & c's, as proven by the fact that they paid out in both November and December on these ancient receipts, I'm not certain it would be the best course of action, because I don't want to risk losing the policy to be honest. Even though I don't use it that much.
    Could I be forced to cancel the policy ? I've certainly done nothing illegal. Surely they would have to have some legal reason to force someone to cancel a policy ?
    Thank you so much for your input here. i do appreciate that I have created a pickle.
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