So, following on from yesterday’s post about the idiots at Homecare Insurance (part of CPP Insurance) it now turns out they’ve rejected my claim, because I “didn’t take reasonable precautions”.
Now, the phone is (supposedly) covered against accidental damage. But that apparently doesn’t include accidents. Of course, with insurance, the devil is in the details.
The actual circumstances of the phone’s demise are that I left it on the cistern of the toilet while I had a shower. While in the shower, I assume I received a call or a message and vibrated, because the poxy thing was in the toilet when I got out of the shower. And since then, it’s been knackered, for obvious reasons.
So apparently, I didn’t take enough care of the phone. Sure, I could have been in the bathroom, then left, put the phone somewhere else, and gone back in. I could have put the phone somewhere else in the bathroom – a windowsill, or whatever. But the fact is, I didn’t, I didn’t even think past “It’ll be fine on a flat surface”. Which it has been in the past. I didn’t think it’d fall in, because it was on a flat safe surface, not even close to the edge.
And this all means I didn’t (currently) take reasonable precautions. I freely admit to being an idiot, but the process wasn’t a careless or slapdash one – just a stupid one.
It’s being appealed, and the entire process is now also a full formal complaint.
But short story? If you’re insured with Homecare or CPP, don’t expect accidental damage to be covered, even when they say it is.
Just under two weeks ago, I buggered up my iPhone. Like an idiot, I’d laid it on the cistern of the loo while I had a shower. I assume it received a message while I was showering, vibrated, slid off the cistern, splosh.
Fortunately, the phone is/was insured, so a claim is being processed.Equally fortunately, the insurance is an added benefit to my bank account – and that’s fortunate, because if I was paying for this policy, I’d be a lot more annoyed than I currently am.
The company, Homecare insurance, are part of the CPPGroup and are – frankly – a bunch of clowns.
When I first called, their systems were unavailable. So they said they’d call me back – except they can only call me back on my registered number. Which is, of course, my mobile. Which is knackered, hence why I’m calling them. But you can’t change the number, it’s only the registered one. And when I asked to speak to a manager, they couldn’t be put through because the systems were down. (Why managers are unavailable when the system is down is something we’ll just ignore for now. I suspect it’d make my brain hurt)
So. They can send out a claim form, but you can’t email or fax it back – it’s got to be posted. And then it takes five days to process. Bearing in mind that everything in the policy says “covered against accidental damage, water damage etc.”, I don’t quite know how it takes five days to make that decision.
Anyway. I got an email from the cretins today.
“We have attempted to contact you by telephone to discuss the claim you have made on your phone insurance policy but were unsuccessful in contacting you.“
Yes, they’ve tried calling the mobile number – again – and can’t get through. Considering it’s the phone I’m claiming for, I wonder why they can’t get through?