Brighthouse DLC

[Pdoffconsumer]

Have read thru many many posts but not come across this so far ... Today my wife had an intesting conversation with BH .. over the DLC .. she was "informed" that to make a claim again the DLC she wil have to pay a £100 excess ... so not only is she paying heavily over the odds for a single item insurance thats as flimsly as an old silk blouse but that there is also an exorbitant excess on it .. something that was never mentioned at the time of taking the policy out .. although they were fast enough to say our home insurance wouldnt cover the item .... is this legal of them or just another avoidance tactic from these high street cowboys

[Lefty]

Hi there. And welcome to CAG

Having heard a similar case recently, I dug out some copies of BrightHouse agreements I keep locked away safely in my BrightHouse vault! :o

Looks like you have come across something I wasn't fully aware of. Hidden deep within the miniscule text of their terms and conditions I found this:

Section C (Damage Liabilty Cover Terms and Conditions)

(a) In the event of theft of any of the goods, or if any of them is lost or damaged beyond economical repair – all amounts payable by you under the agreement in relation to the theft, loss or damage and to terminate the agreement in respect of the relevant goods (other than damages or other amounts payable for any breach by you of the agreement). This amount shall be paid by the insurers on your behalf direct to BrightHouse, who may request this payment on your behalf.

(b) In the event of other damage to any goods – the provision of: the services of a technician to repair the damage; or, (at the insurers’ option) a cash payment to be used solely to pay for the services of any technician so to repair the damage, the insurers making the cash payment direct to the relevant technician.

(c) You will be liable for the first £100 for each claim for laptop computers, the first £50 for each claim for video cameras, the first £30 for each claim for portable games consoles, the first £30 for each claim for portable DVD players, the first £20 for each claim for portable audio devices and the first £20 for each claim for mobile telephones.

Now then, this CERTAINLY is not explained to customers when they (have to) take this cover, and - I would think - any excess should be an integeral part of the policy overview, and certainly on the front page AND at the point of signature.

Therefore I will PM one of our insurance experts and ask them give this thread a look over on your behalf.

Stay tuned!



Cheers
Lefty

[Lefty]

A quick call to my "disillusioned" BrightHouse "snitch" revealed that only PORTABLE goods from BrightHouse are subject to a policy excess on Damage Liabilty Insurance. Suites, TVs, Cookers, Fridges, Beds etc are not.

Naturally, he reckons this is clearly explained to customers - but from my own personal experience (ie: having had a laptop computer from BrightHouse) I can confirm that, until now, I had no idea about this.

Something as important as a policy excess is no good hidden away in tiny terms and conditions on the back of the third page of an agreement - which, half the time, BrightHouse don't give you anyway!



Cheers
Lefty

[HSBCrusher]

what was the item POC?

[Lefty]

Thanks for taking a peek, HSBCrusher. Appreciated.

Hopefully the OP will clarify, but it looks like the item is a laptop computer.

But, should not an excess on a policy be CLEARLY stated BOTH in the terms and conditions AND at the point of sale? Should it not be part of the insurance schedual that the customer signs?

Surely it is not right to only find out there is an excess on a policy when you come to claim on it?


Cheers
Lefty

[HSBCrusher]

Indeed... any excess should be made known at the point of sale of the insurance, was there paperwork available at the time?
I think we need to wait for the OP to give us some more info.

[cinderellasservant]

ok i am pdoffs wife it was a laptop computer the circumstances were as follow, i have a disability which makes my back suffer with sever poain and i end up paralysed i had just walked into the sitting room with a nice glass of red wine to relax on the couch as was feeling a bit sore when my legs completely gave out and i collapsed and unfortunately the glass with the wine in flew and went all over the latop, we telephoned bright house immediately the next morning and thus started all this nonsense, now bright house telephoned me on wednesday morning at 8.30am as i have not paid apyments on my laptop since it went to the store * as i do not have the laptop in my posession* and was told if they dont repair it etc i won't get it back... i told the man phoning at that time basically that i wasn't impressed and i was going to complain to their head office at the timing of their calls and also that they are less than truthful with people and that i was NEVER told about the excess etc on the policy and so on an so on, he then telephoned at 9am on Thursday ( yesterday) and informed me that the manager of the store would use his discretion and "waive" the excess amount for the laptop so long as i brought ym account up todate ( i owe 2 weeks so no hardship), so i asked why if it was store discretion was the excess added at all because if peole cannot afford their excess they would simply cancel their contracts which they say you can.
He coul not or would not answer me so now i have to decide what to do about laptop, maybe they waived the excess because theyre scared of a lawsuit

i will keep all updated as and when i can

Also for anyone who read my post about the fire that they would not accept my cash for when it was all sorted and they had wiped off what was owed... i have now made them take it back, needless to say they werent happy but they had no choice

[Lefty]

Hi there.

There's something you need to understand very clearly... You will NEVER get a product replaced by BrightHouse - regardless of whether you have OSC or DLC policies - due to own damage - be in accidental or otherwise.

There is absolutely NO COVER anywhere in your agreements for this.

OSC will only cover repairs due to failure

DLC will only cover any outstanding payments on your agreement in the event of a successful claim.

That is it. There is no more. You will not REPEAT NOT get a replacement laptop.

If you bring your account up to date, BrightHouse may (then again, they may decide not to) invoke your DLC policy and end the agreement. You will simply walk away with nothing. Remember, you were only HIRING the laptop until all payments on it were finished.

Oh, and it's no good looking at the OSC contract either. Because if BrightHouse decide the laptop is beyond ecconomic repair, they can simply cancel your policy with 7 days notice to you.

I will say this until I am blue in the face... THESE POLICIES ARE TOTALLY WORTHLESS!



Cheers
Lefty

[Lefty]

Having given this a little more thought, I think I would try speaking to the FSA about possible unfair contract terms. Just so as you know, BrightHouse are not actually regulated as an insurance provider through the FSA, but CAVERSHAM INSURANCE (MALTA) LTD is... and it is through that associate company that BrightHouse DLC policies are underwritten. Hope this helps.


Cheers
Lefty