Product insurance - Claiming loss was my fault

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Based on resolver’s experience to date, having your claim rejected can be very stressful, especially if relatively large sums of money are concerned. Check your policy document small print very carefully before making a claim because there may be certain exclusions regarding the loss of your phone. These exclusions may include losses which you directly or indirectly caused or contributed to. However, it must be 'reasonable' for insurers to exclude the loss as your fault based on the events which occurred (e.g. a refusal of the claim on the grounds that you left the phone in an open vehicle parked on the street would be reasonable, a refusal on the grounds that it was your fault you were mugged for walking through a bad neighbourhood would probably not be).

If you disagree with the claim findings you should contact your insurer and write giving clear details of your case - such as what happened, when, and why you think you think the conclusion is inaccurate. Their customer services team should assure you that they will contact you within a timeframe with an update regarding your dispute. As a last resort you can contact the Ombudsman, which will act as a mediator in your case. resolver recommends that you submit your concern in writing, and resolver can assist you in submitting, recording and reminding you when and who to escalate to.

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You should know
  • If you’re making a complaint about making an insurance claim rather than a mis-sold policy, check your documents to see who the “underwriter” is. You’ll need to make a complaint to that organisation.

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