Home insurance - Accidental damage: refusing to payout

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Based on resolver’s experience to date, not receiving a payout for items accidentally damaged can be a costly and frustrating experience. Check your policy small print very carefully; some items such as stereos and windows can be covered in your standard contents insurance. Other electrical equipment (e.g. laptops) is often not included in accidental damage cover. You can extend cover to include these items, which can be useful if you have young children – but be aware that you have to pay extra for this cover and any no claims bonus that you have accrued will be lost in the event of a claim. Other damage such as that caused by pets chewing your sofa will not be covered.

Keep a record and photographic evidence of the damage as it can be used as evidence for your insurance claim. You should contact your insurer to find out why the items are excluded from your cover as you have the right to appeal. 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. You should retain a copy of the letter, and send all correspondence by recorded mail. Details of how to make a formal appeal will be found on your policy documents, or on your insurer's website.

If your insurer's formal appeal procedure does not yield fruit and your insurer is a member of Lloyds then you can make a complaint via the Policyholder and Market Assistance Department (of Lloyds). Otherwise, a last resort is to 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.

Resolver can help you resolve this issue quickly, free of charge and without the hassle. We can also help you with the next step of writing your complaint. Click on the link below to create your email.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your supplier, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 9 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.

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