Household Appliance Repair and Replacement Insurance

[Guest]

I have an insurance policy that offers free repair for household electrical appliances. If they are not repairable then the policy provides for a like for like replacement. Our cooker has been deemed irreparable by the company. Unfortunately, all of the offers for a replacement are either a lower specification or an unacceptable design. All of the offers also appear to be available online for much less than we paid for our cooker.

What can I do about this? Do I have to accept their offer or can I challenge this?

[des8]

Can you post a link to the policy wording please?

[Soapie]

Here is a copy of what looks like the relevant section. I hope that this helps.

[des8]

Have you checked with the manufacturer of your existing cooker what their equivalent replacement is and its retail price?
Your policy only covers up to £1500.... is your cooker within that limitation?
Assuming it is have you pointed out to Domestic & General that the replacements offered are a lower specification of your current cooker?
Have you indicated where those cookers fail to meet your higher spec cooker?

In what way are the replacements of unacceptable design?

Have you a preferred replacement in mind?
If so have you suggested this to D&G?
Have you asked them to supply vouchers or cash to the value if they are unable to source your preferred cooker?

[Soapie]

Thank you for your reply and suggested questions.

I did point out to D&G that their offer was at a lower spec and detailed this to them. We have checked prices and spec with a supplier. Our cooker and any replacement are well within the £1,500 limit.

We have researched a like for like replacement ourselves and we will now put this to D&G and see what they say.

It should not be a battle like this!

[Soapie]

I am awaiting another response from D&G. I have found a replacement but D&G have said that they do not trade with the company (Curry's PC World). They made a cash offer which equates to 60% of the replacement cost, which I have rejected. They are now reviewing their offer.

[des8]

Hmm... section "Replacement" of their T&Cs applies'
If they can't source a replacement, and vouchers aren't available they give you cash to the value of the item.

If they don't come up with an acceptable solution I would be thinking of a letter to their CEO complaining and warning him you are considering a court action for specific performance

[Soapie]

Thank you for all of the advice. D&G have seen fit to enhance the specification of the cooker they will supply. It was worth holding out for a satisfactory outcome.