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Gadget Insurance help!
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ARRRRHHH!
I'm sitting here in tears so if someone can help I'd appreciate it.
I bought an IPAD 2 at comet in nov 2011 - lost the receipt but have proof of purchase via apple and my bank statement.
I took out gadget insurance in the December to cover it. Paid every month since, and it was dropped in february 2014, called the insurance and was told it wasn't covered due to them not having the serial number. I dug out my original application and proved they DID have the serial number.
Then was told to take it to my local apple retailer (18 miles away) to have it checked. I did and they just looked at the smashed screen and said we don't repair, we just replace - it'll be £177 + vat. I wasn't willing to fork it out without the claim being authorised so I sent the quote to the insurance.
3 weeks later they say they have received it. 4 weeks after that they say that they need proof of purchase, I resend my apple and bank reports, they say not to use the retailer I'd got the report from as they are not authorised. then they say oh yes they are -silly us.
then they say they don't have the serial number.... cue todays phone call.
45 mins back and forth on the phone and I'm no closer to a resolution:
They now want me to go back to the retailer and get the to write a technical report about whats wrong with it, which the retailer say they won't do as they don't repair - they just replace. Then they say they have no proof of purchase - so I send through the bits for a third time. THEN they say that as I took so long to respond to their queries its been closed (I'd responded instantly to all of their emails - and have sent proof).
I said I was not willing to go 18+ miles each way to get a report that I can't get, at my own cost! I offered to send it directly to them - but no, they can't do that.
Then they drop the bomb that if its accepted I have to pay the £177+vat out and wait to be refunded (6-8 weeks!). I don't have that sort of money, thats WHY I took out insurance in the first place. I asked if they could pay direct - nope.
I really don't know what to do now, I've put in a formal complaint but that's going to be up to 30 days - they are still saying I have to go back to jennings and get it looked at, which I really don't have the time to do (I work 40 miles in the opposite direction).
Any suggestions? or am I just screwed by insurance yet again>
I'm sitting here in tears so if someone can help I'd appreciate it.
I bought an IPAD 2 at comet in nov 2011 - lost the receipt but have proof of purchase via apple and my bank statement.
I took out gadget insurance in the December to cover it. Paid every month since, and it was dropped in february 2014, called the insurance and was told it wasn't covered due to them not having the serial number. I dug out my original application and proved they DID have the serial number.
Then was told to take it to my local apple retailer (18 miles away) to have it checked. I did and they just looked at the smashed screen and said we don't repair, we just replace - it'll be £177 + vat. I wasn't willing to fork it out without the claim being authorised so I sent the quote to the insurance.
3 weeks later they say they have received it. 4 weeks after that they say that they need proof of purchase, I resend my apple and bank reports, they say not to use the retailer I'd got the report from as they are not authorised. then they say oh yes they are -silly us.
then they say they don't have the serial number.... cue todays phone call.
45 mins back and forth on the phone and I'm no closer to a resolution:
They now want me to go back to the retailer and get the to write a technical report about whats wrong with it, which the retailer say they won't do as they don't repair - they just replace. Then they say they have no proof of purchase - so I send through the bits for a third time. THEN they say that as I took so long to respond to their queries its been closed (I'd responded instantly to all of their emails - and have sent proof).
I said I was not willing to go 18+ miles each way to get a report that I can't get, at my own cost! I offered to send it directly to them - but no, they can't do that.
Then they drop the bomb that if its accepted I have to pay the £177+vat out and wait to be refunded (6-8 weeks!). I don't have that sort of money, thats WHY I took out insurance in the first place. I asked if they could pay direct - nope.
I really don't know what to do now, I've put in a formal complaint but that's going to be up to 30 days - they are still saying I have to go back to jennings and get it looked at, which I really don't have the time to do (I work 40 miles in the opposite direction).
Any suggestions? or am I just screwed by insurance yet again>
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Comments
After exhausting their internal complaints procedure you could threaten ( and then proceed with if necessary):
Either initiate a small claims court acition, or make a complaint to the Financial Ombudsman Service http://financial-ombudsman.org.uk/
apple will give you a report detailing damage and repair cost - i got one from them at one point when i disputed a fault.
hmm... this is my thinking but not sure if its worth it? will I even stand a chance against their millions to pay laywers?
hmm..i'm starting to discover that! I'd had protect your bubble for years and it was brilliant - you just sent it in and it was repaired or replaced (much like phone insurance) but they stopped doing it and moved them over to someone else so I changed
I've not got any genius bars near me - the nearest being leeds, which is a good 2 hours away (I'm rural yorkshire). The authorised reseller says they want £25 just to do diagnostics which seems a bit harsh!
not sure I can say? don't want to get done for slagging them off - but a big company with a tag line that says 'hassle free' HA! nope.
Latest is that they have said if I get an invoice for repair they'll pay on that, so I can hold off paying the shop - but apple said they won't do that (plus they want the £25 before they even look at doing the diagnostics) does anyone know if the genius bar charge too? if not it might be worth a trip to leeds(although that'll cost me more that £25 - its the principle!)
Personally I'd write to the company now and tell them that if by the end of their complaints procedure in 30 days they haven't found in your favour and promptly paid up you'll refer them to the FOS with no further notice.
thanks keefy-boy. I might just do that. can't see me getting anywhere with them directly - a group of idiots they are! I feel like I'm getting worked up about nothing but when I've paid all this time, i expect them to cover what they were paid for!
There's an excess on that - which was why I wanted gadget insurance