Making a claim can be a stressful experience and that’s why at Brunsdon we do not expect our clients to have to go it alone. As an insurance intermediary acting with our clients’ best interests uppermost, claims assistance is very much part of our on-going service delivery.
As a client, a claim may be the first test that you actually have the right product in place to protect your assets. Sometimes, even we are taken aback when a claim is refused! The following example perfectly illustrates how our involvement in assisting the claim produced a positive outcome.
A client was cleaning the lenses of her expensive, designer glasses when they just broke. Imagine our surprise when a claim for the damaged pair of spectacles was declined, even though the client had taken our advice and included valuable Accidental Damage cover within her household policy. Our investigation discovered that the insurer was relying upon a policy exclusion, which stated that damage caused by or in the process of cleaning, maintenance, repair, dismantling or altering was excluded and that as our client was wiping her spectacles clean at the time the damage occurred, the policy would not respond to her claim.
We managed to successfully argue our client’s case with the insurer, pointing out that it was unreasonable to exclude the claim on this basis, as the exclusion was clearly intended for claims involving damage to clothing in a washing machine or other more intensive cleaning and maintenance processes and that to use the exclusion to someone merely wiping clean their spectacle lenses, was not a fair way to treat their customers.
The insurer eventually agreed with us that they were perhaps being a little short sighted in the handling of this claim and the client subsequently received her claims settlement without further delay!