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142 posts

Master Geek
+1 received by user: 25

# 208948 6-Mar-2017 14:12

I have had a claim accepted for a smartphone by tower.  The phone is under 5 years old so it falls under replacement value.  The actual phone - Windows Lumia 800 is no longer around and they have stipulated that they will replace with a huawei 9 Lite which has a retail value at Noel Leeming of $350.  Now I do not want the Huawei so I asked if they could pay me the money, and they won't.  My options are - I am told:


Pay excess of $100 and take the huawei


Take a store credit of 250 less the excess - so basically I have to buy something.


Policy wording says "We will arrange for the repair, replacement or payment for the loss, once your claim has been accepted."


When talking with them, i sounded like the calculation of a store credit is based on their cost rather than the cost to me if I were to buy the huawei.  I have asked to clarify whether the 250 has the excess accounted for - I am a bit confused on that.


I havent had a claim in a long while and not for a smartphone.  Is this what I can expect from having insurance.









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14790 posts

Uber Geek
+1 received by user: 2753


  # 1730945 6-Mar-2017 14:17
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Offering you $250 (price less excess) as the value is reasonable. Forcing you to take store credit rather than a specific phone is less reasonable, it sounds reasonable to ask for cash payment so you can buy a phone of your choice.


Speak nicely to insurance companies, get them on your site, don't be a complainer who they want to get rid of.

5385 posts

Uber Geek
+1 received by user: 2212

  # 1731001 6-Mar-2017 15:22
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Store credit is being offered because insurers do deals with stores, whereby they pay less then face value for store credit.


If the policy says 'refund' insist on money.  Store credit is not legal tender ...


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