@brighthouseuk BH insurance claim denial

[MrsNimm]

BrightHouse product insurance claim denial.

 

I have had a apple macbook air since 09/2015 and paid for the required product insurance since this date, I have also never missed a payment. On 17/05/2016 I had to visit Queen Elizabeth university hospital for an outpatient appointment and I took this laptop along with me.

 

Upon returning home and unpacking the car, I realised that I couldn’t find the laptop. I went no where other than the car and hospital with the laptop. I have contacted the hospital lost property and 101 lost property and it hasn’t been handed in.

 

Upon contacting BrightHouse I was first advised to report to the police and call back with details as technically this is ‘theft’ as someone maybe had found it and kept it. This sounded plausable.

 

I was then called by Pam at the Saltcoats BrightHouse branch telling me I would not be covered as I ‘lost’ the laptop and advising me to tell the police it was ‘stolen’ so that I can claim on my insurance. This was a very shocking call and I refused to lie and terminated the call.

 

After this call I had a looked at my insurance and it clearly states:

 

• Portable electronic equipment hire purchase goods are covered where the theft, loss or damage occurs when temporarily removed from your premises – provided the goods remain in England, Scotland or Wales.

 

This clearly states to me that the laptop, being portable electronic equipment, is covered for loss when temporarily removed from the hire purchase address, my address

 

 

Can anybody help or advice me on this please?

Thank you in advance for your time.

[fkofilee]

Very simply, they are fobbing you off.

 

There is a BH rep who visits the forum when they can be bothered.

 

I would suggest complaining to them.

[fkofilee]

Try emailing

 

leo.mckee@brighthouse.co.uk

 

Hes the MD

[Jason BrightHouse Web Rela]

Good morning MrsNimm,

 

Thank you for your post.

 

I’m sorry to hear that something has happened to your Macbook.

 

With the information you have provided I have been able to speak to the Saltcoats store and locate your account.

 

Under the terms and conditions of your insurance cover:

 

“We (BrightHouse) agree to be responsible for any loss arising from the theft of the goods or any loss or damage to any of them caused by fire or accident whilst the goods are:

 

Kept in the premises

In transit, in your personal custody, between BrightHouse locations and the premises or for portable electronic equipment only whilst they are temporarily removed from the Premises but remain in England, Scotland or Wales.”

 

This basically means as long as the goods are in your possession you are covered for mobile electronics, such as the Macbook, if they are lost through theft, accidental damage or fire. However you are not covered if the product is just simply lost.

 

I have spoken to the Manger of the Saltcoats store and they have agreed to contact you shortly to discuss what can be done to help you.

 

I hope we are able to resolve this for you, however if you have any further questions, please reply in this thread or alternatively contact our Customer Relations team on 0800 526 069.

 

Many thanks

 

Jason

BrightHouse Web Relations Team

[dx100uk]

what a waste of money that insurance is

get it back under mis-selling rules

[MrsNimm]

No where in my documents does it say "arising from"

 

 

Good morning MrsNimm,

 

Thank you for your post.

 

I’m sorry to hear that something has happened to your Macbook.

 

With the information you have provided I have been able to speak to the Saltcoats store and locate your account.

 

Under the terms and conditions of your insurance cover:

 

“We (BrightHouse) agree to be responsible for any loss arising from the theft of the goods or any loss or damage to any of them caused by fire or accident whilst the goods are:

 

Kept in the premises

In transit, in your personal custody, between BrightHouse locations and the premises or for portable electronic equipment only whilst they are temporarily removed from the Premises but remain in England, Scotland or Wales.”

 

This basically means as long as the goods are in your possession you are covered for mobile electronics, such as the Macbook, if they are lost through theft, accidental damage or fire. However you are not covered if the product is just simply lost.

 

I have spoken to the Manger of the Saltcoats store and they have agreed to contact you shortly to discuss what can be done to help you.

 

I hope we are able to resolve this for you, however if you have any further questions, please reply in this thread or alternatively contact our Customer Relations team on 0800 526 069.

 

Many thanks

 

Jason

BrightHouse Web Relations Team

[MrsNimm]

I have spoken to the manager and saltcoats branch. I have also seeked legal advice as no where in my documents does it say what Jason has stated.

On danger of repeating myself it clearly states the following:

 

 

• Portable electronic equipment hire purchase goods are covered where the theft, loss or damage occurs when temporarily removed from your premises – provided the goods remain in England, Scotland or Wales.

 

More than once.

[dx100uk]

thats BH for you..

how bout attacking the CEO by email

[brassnecked]

And reclaiming on the useless insurance.

[Conniff]

Send a formal complaint to BH and if not satisfied by them, then go to the Financial Ombudsman, they take on these complaints and usually uphold them.