I'm just glad we looked further into the specs of the original machines they wanted us to have... although they were newer parts and at first glance, looked like upgrades, they were bottom of the range parts and nowhere close to matching!

I have been unfortunate enough to have dealings with this company (Ival/Powerplay) twice now, and both times have been an absolute nightmare.

Just over a year ago my PC gaming rig died, we contacted Direct Line Insurance and they said we were covered. This was the last bit of good news we would hear for some time.

3 Weeks passed. We contacted Direct Line again and they said our details had been passed to Powerplay who were assessing the damage and would inform us if the machine would be repaired or replaced.. a small miracle in itself as at that point the machine was still sat under my desk untouched since the day it died.

2 more weeks passed before Powerplay finally collected the machine and another 2 weeks again before they assessed the damage as unrepairable and offered a replacement.

At this point I should probably tell you that I am an I.T. engineer, and a quick review of the suggested replacement told me all I needed to know about Powerplay.. it was a catalogue of aging components and budget brands.. wherever a few quid could be saved by using third rate components it had been.

Naturally we complained to Direct Line and asked if we could replace the machine ourselves and get them to cover the cost. After much deliberation they agreed and assigned a cash value of around £1200 minus their usual excess.

At this point I was amazed.. even if I purchased retail parts I would have been hard pushed to spend more than £750 building the rig Powerplay had offered! Unless they are in the habit of charging almost £500 for labour I really can't see how they justify this!

Anyway, from begining to end it took almost 9 months to get a replacement, and the experience with Powerplay was traumatic enough to make me switch insurers.. I thought my woes were over.

Alas no! A few weeks back my laptop ground to a halt.. knowing that my new policy with Saga covered repairs I put in a claim and in just under a week a company called I-val collected it. Once again this was the last bit of good news I was going to hear.

I-val offered a replacement that was far below the original in terms of both quality and performance. I asked why it was being replaced instead of repaired and was told that it "wasn't economically repairable".

Now my insurance policy doesn't cover software, and as a lot of the software on my laptop is older versions or I have lost the install disks it's pretty much irreplaceable without a great deal of expense. A replacement laptop would mean all that would be lost. I really needed to get it repaired.

As an engineer I know exactly what the cost of repairs would have been and it was certainly less than a replacement laptop. So I asked if they (or I) could repair it and pass the bill to Saga. At this point I was told that my laptop had been water-damaged by themselves and was now totally beyond repair!

To add insult to injury, I-vals replacement cost was based on the basic specification of my laptop. I pointed out that it had been upgraded with extra memory, OS, network card etc and asked for a re-evaluation. It took them two weeks and they arrived at exactly the same figure!

In all my dealings with I-val/Powerplay (who are one and the same company) I have found them to be rude, inneficient and generally unhelpful.

I would strongly advise anyone making an insurance claim that involves this company to imediately ask for a loss adjuster to be appointed.. or better yet, try and find an insurer that uses a more reputable and reliable company for their valuations.

But in your other thread you said it was Norwich Union you contacted !!

Hi techwolf

Sorry to butt in but would really appreciate a wee bit of advice about this shower. They took our storm damaged computer a good 6 weeks ago. after a bit of chasing they said it was unrepairable and they would build a new one as ours wasn't just a standard make (it was built for us).

I asked for the spec they would build in writing to confirm and was told - they don't confim in writing! lol. So, eventually got an e-mail thourgh with the spec, mostly checked out ok. Made sure the processor etc etc wasn't cheap crap - okly, fight almost over.

Then they state that they do not replace any software that we lost, not even the basics ie word, office, etc? Have you any idea if thats right?

To me, thats hundreds of pounds worth of goods we lost also, is it not covered? they have been less than honest so far so any advice you could offer would be great!

Thanks loads : )

Hi techwolf

 

...they state that they do not replace any software that we lost, not even the basics ie word, office, etc? Have you any idea if thats right?

 

To me, thats hundreds of pounds worth of goods we lost also, is it not covered? they have been less than honest so far so any advice you could offer would be great!

 

Thanks loads : )

Hiya,

Really sorry to hear about your software issue, I sympathise entirely, I had exactly the same problem with my laptop.

Unfortunately the replacement of software is entirely down to the terms of your insurance. I know that my policy only covers hardware and I think thats the same for most insurers.

They rather presume that if you had the software installed then you still have the original installation disks, in which case you can usually transfer the existing license over to the new computer (you may need to phone microsoft tech support to validate the new install though).

Regretably, if like me you no longer have the installation disks then you're probably a bit stuck.. unless you made a note of the license keys and know someone you could borrow the disks from.

I'm not 100% sure where you would stand if the replacement machine was incompatible with the software you own. Probably best to discuss that with your insurer, as I know how frustrating it is trying to communicate with Ival.

Hope that helps a little at least.

Duh! I had Ival replace my lap-top after a nasty burglary, if you'd bothered reading your policy wording, you'd have found out you weren't covered for software!!!!!

Don't blame them for you not bothering to read your policy!!!!

Very strange.

In your other thread you give Ival glowing reports/

Can we have a little consistency ?

http://www.consumeractiongroup.co.uk/forum/welcome-consumer-forums/181098-ival.html

Very strange.

In your other thread you give Ival glowing reports/

Can we have a little consistency ?

 

http://www.consumeractiongroup.co.uk/forum/welcome-consumer-forums/181098-ival.html

So as per your last message, i'm not allowed to voice my opinion? What's not consistent about the above? You're blaming someone for 'expecting' to have your software replaced. I specifically looked for an Insurance Provider that does cover software, believe me, you will not find one.

I'm not allowed to say something positive according to Martin 3030. As consumer's we have the right to complain, but not if it's unfounded!! Insurance isn't a saving's policy!!! I'm sorry you see it like that!!!!!!!

I will point out that the software WAS replaced, but only after asking. It WAS covered.

IVAL tried to replace with a very basic spec, hoping we wouldn't notice then tried to offer a ridiculously small sum of money and eventually agreed to replace the actual spec damaged and all the usual software too.

I DO know what I am covered for - thats the point. IVAL obviously hoped I wouldn't check or know and tried to pay out a lot less than they should.

Opinions are most welcome, cheek is not welcome or useful at all. Thankyou Martin

Hello, I work for NU and deal with Ival on a daily basis.

Ival will push for proof of owner a lot because we require them to, sometimes a lack of common sense comes into play - this is down to original training. We are always vigilant in highlighting areas where the validation process has failed and we endeavour to get the claim moving and settled as soon as possible UNLESS we have concerns with the claim that has been presented to us.

I do agree that software is not always covered by your insurance policy. I would read over your policy to ensure you know exactly what your covered for.

With regard to complaints, an insurance company should not deny you the right to log a complaint. If you look within your policy booklet, within the first few pages should be a written process of how you can pursue a complaint.

NU's process is to have Ival deal with a step 1 complaint - if the complaint is not resolved at this stage it will be passed to step 2 inwhich our chief exec office. After step 2 is, as predicted, step 3 - the FOS. NU will always provide you with details of whether we think your complaint is justified or not, FOS will always have the last word.

If an insured goes direct to FOS they will be refer to the insurance company to follow these steps.

If you have any questions, do not hesitate to ask - I will do my best to answer accurately.

Barclays/Ival

What a lot these people are, we have never made an insurance claim, my mothers fridge freezer stopped working, we cauled Barclays who took the claim, saying this would be dealt with by Ival within 48 hours, we are nearly two weeks down the line and my mother still has no fridge !!! They say things are being held up because we didn't have the freezer manual !!! what differance does that make, They sent a guy out from comet who said it was unrepairable ......What differance does the manual make. i just don't know what to do next, i have told Barclays that i would buy a new fridge/Freezer if they would refund my money back, but they won't do that. For an elderly person to be without a fridge in this weather is disgusting. .

I'm not allowed to say something positive according to Martin 3030. As consumer's we have the right to complain, but not if it's unfounded!! Insurance isn't a saving's policy!!! I'm sorry you see it like that!!!!!!!

I will never take out another insurance that has anything to do with Ival they have be a nightmare.!!!

Really hoping for some advice regarding my recent insurance claim for a ring that I lost on Sunday. Aviva have agreed to replace it and have passed the claim on to IVAL - they haven't contacted me yet.

The ring was bought 'for me' in 1962 by my grandmother - it was a platinum band with a round sapphire surrounded by 12 diamonds - she actually bought it a few months before my birth so was clearly gambling on me being a girl. She never actually gave me the ring in her lifetime but would show it to me often when she visited always telling me it would be mine when she died. When she passed away 8 years ago all her jewellery went to my mother who, remembering the annual promises, passed this particular ring on to me. Sadly my mother also passed away shortly afterwards.

To say that I am devastated by the loss of this ring would be a massive understatement - I just have to keep reminding myself that it is only a ring - but the sentimental value is incalculable - and the thing has hardly been off my finger for 8 years!

It was a really lovely ring, the quality of the craftsmanship and materials was amazing, it was something of great beauty that gave me enormous pleasure just to look at. It was irreplaceable.

To be honest, reading the comments on here I am now sick to my stomach that I will be offered some cheap, lightweight, mass produced rubbish which - with the way I am feeling right now which is pretty emotional - will just make matters worse (still trying to remind myself it was only a ring but I'm welling up now just thinking about it).

I simply don't know what to do - can I refuse the replacement if I hate it? What would happen then? I know that this is jumping the gun rather but I'd like to make sure I have done all I can at this early stage to prevent too much unseemly wrangling down the line.

Any advice (apart from pull yourself together woman it was only a ring! I know, I know) would be gratefully accepted.

L

I have insurance with Barclays, which is undwritten by Gresham insurance. Some computer equipment of mine got damaged by ligthning and IVAL were appointed to sort it out. What a disaster that company is.

At 45 years old, I've dealt with a number of companies over the years. IVAL are in the bottom 3 of my list for the most incompetant. (It's hard to say who of the 3 was the worst, but IVAL is one of the worst 3 companies I have ever dealt with in my life). I am surprised they remain in business.

They were sent two computers, a modem and a printer. The two computers were a bit unusual and Ival could not test them. (A competant person could have done, with a bit of reading on the internet, but they decided to send them back to me, and I get them tested by a local company, as I had found one which could test them. It took them over 2 weeks to decide this)

I was told the computers would be with me Monday of last week, but instead they sent the printer and modem. IVAL had already tested these, found at least the printer beyond economic repair (they have not told me about the modem).

Then I was told the computers would be with Tuesday, but nothing arrived. That's two whole days wasted. They don't even give an AM/PM time for delivery.

Then I was told the computers would be with me Wedneday of last week. The computers finally arrived on the Wednesday. One came back with two pieces of plastic broken off the case. One of the bits they broke off they sent me back in a bag.

In the other computer, which is a very thin unit, you can see the cover is not flat as it should be. They could not even be bothered to put the cover on properly before shipping it back to me. There are a few extra scratches on it too, though the major scratches on this unit were not their fault.

One IVAL employee failed to return phone calls for 4-5 days. A women claims to have tried to ring me several times on my mobile, but I know it was switched on, and the call log shows no missed calls. They appear to lie a lot.

IVAL also go under numerous different names. Someone has mentioned 'PowerPlay. That is certainly true, as when the items were collected from me, the return address given to me by the courier was PowerPlay.

But I found an email send to ival.co.uk with an invalid username (try something like [email protected]) got a return from [email protected]. So IVAL are certainly connected with BeValued too, which also reside at the same post code.

BeValued

I suspect IVAL are also part of 'Validation & Insurance Services Ltd' I also suspect they sell off used PC bits on on ebay under the user name ' pc-laptop-spares' (The latter has a pretty good feedback record on eBay, which surprises me given how incompetent IVAL are)

Here's some pictures of how my two computers were returned, complete with the part which they broke off and put in a bag for me.

The annoying thing is, if you used a shop and found they were incompetant, you would stop using them.

I must say, so far Barclays Insurance has been quite helpful. They can see why I am frustrated, and have contacted IVAL several times. Barclays even phoned me once on a Saturday and called Ival and got Ival to call me on the Saturday. They did do that, but the person that called was not sufficiently senior, so I had to wait several days more to get any sort of response. Now I find the women in charge of my case is a liar.

The best bit of news though is that IVAL can't source any of the parts and are refering it back to my insurers. Why they can't get the modem is beyond me, since it is a current model, available from Dabs, Amazon and countless other places.

PS, my user name is my real name.

Here's some pictures of how my two computers were returned, complete with the part which they broke off and put in a bag for me.

It appears the pictures will not display. You wil just have to accept that the way these were returned was not accepable. At the time they were returned, it was not known whether they could be repaired or not, so it was important not to mis-treat them.

I will point out that the software WAS replaced, but only after asking. It WAS covered.

 

IVAL tried to replace with a very basic spec, hoping we wouldn't notice then tried to offer a ridiculously small sum of money and eventually agreed to replace the actual spec damaged and all the usual software too.

 

I DO know what I am covered for - thats the point. IVAL obviously hoped I wouldn't check or know and tried to pay out a lot less than they should.

 

Opinions are most welcome, cheek is not welcome or useful at all. Thankyou Martin

Hi,

I used to work for Ival and they would NEVER cover your software so that is obviously untrue. Agreed that they would find the cheapest replacement they can why wouldnt they? If you were them what would you do? They always stick to your policy, well they almost rely on you to not read it. It is entirely your fault if you EXPECT to be covered rather than know you are, and then it turns out you are not. People who work for iVal have the best arguement that you cannot get out of, and thats "you'll find in your policy it states we replace based on your specification rather than make, model or the look of the item" (for e.g).

The only reason companies like this are around is because people such as yourself (no offense intended) do not read their policy carefully enough and are therefore vulnerable to this kind of thing.

I've had many letters from Policyholder's while working there to thank me or the company because they read their policy carefully and KNEW WHAT TO EXPECT. So they were in no way let down by what we offered.

At the end of the day iVal/Aviva or whoever you're with are going to try to make money, they're not going to give you the top of the range if they dont have to.

Oh and by the way my name isnt andy like my username suggests thats my sons name so if you're thinking you spoke to me once you probably didnt.

Thanks

I sat on my expensive, now obsolete, Canon Camcorder exactly two weeks ago and contacted my insurer. They referred my claim to Ival who contacted me by telephone 9 days ago and quizzed me on the circumstances of the accident. A courier picked up the camera the following day. Today the camera has been declared irrepairable and I was offered a later model replacement - like for like - at a price of nearly £900. The original camera cost £550. I found a later model for £100 less and they agreed to provide that camera instead. I have ordered one, and they will send me a cheque for that amount less my excess.

I consider the service to have been brilliant.

I could have accepted the original offer, ordered the cheaper model and kept my excess, but I do like to play fair.

Hi Folks

Firstly great forum, I recently suffered a damaged laptop (first insurance claim in years) insured through Aviva who refered onto IVAL. Always suspicious I looked up this forum and was very worried at the poor service others had received but I must say mine has been excellent and I hope it may be of interest (although doesn't remove others frsutration I'm sure)

Last Monday (1 week ago) my wife broke the screen of the laptop. When I got how from work and checked the accidental damage bit of the Avia policy we have had for about 6 weeks) noticed that the claim line was open 24/7 so called them around 10:30pm.

They took details and told me it was ok to have a friend try to recover data, guy at Aviva even suggested trying to plug the laptop into a monitor if it would help me recover and clear data which was good thinking (Although it didn't work).

Called Aviva on Wed to say I had recovered data and they said they would refer to IVAL. Got a call from IVAL the same night who organised a pick up for Friday (all day call).

Friday Courier arrived lunchtime collected laptop.

Today (Monday) got a call from IVAL laptop beyond economic repair but they would replace with another Sony, a model which was an upgrade in most areas ie faster processor bigger hard drive and screen etc. They were going to deliver tomorrow but I'm out so they will deliver to my office on Wed.

Fingers crossed everything continues to go smoothly but to date I can't fault any of these people, all very helpful concerned about my needs (the guy from IVAL even went to check a couple of extra bits for me Luke was his name). In general it's a nightmare breaking a laptop and I don't look forward to the rebuild but everyone seems to have done all they can and IVAL also offered a data recovery service at £69 where they would provide me with a caddy with my hard drive on it (which I didn't need). They have also guaranteed that my old hard drive will be disposed of securely and supervised.

This forum helped I'm sure because based on the expereince of others when I sent the laptop to them I typed a sheet with the spec of my old machine and critical requirements if they decided to replace this meant when IVAL contacted me they had covered all this off. So thanks to everyone for their info and I hope this helps.

Cheers

Dave

Update.

The new camera (Amazon) and the cheque from Ival arrived on Sat 14th November. Super Service.

We had a breaking a few weeks ago.

Insured by Barclays who passed it to IVAL.

We had 2 laptops, a DVD player (in car) and old video camera taken plus a large quantitiy of my wife good jewelery.

Within 9 days we had 2 new laptops in our possession. I'm an IT geek and both were well over spec for what was stolen .

I was obviously very pleased with the result.

a few days later we received a currys(could be comet) card with a value assigned to it. The DVD player was purchased on ebay for £65. we were credited £99 on the card and the video (old Hi8) was valued at £250 very reasonable..

At this point I was very happy with the service

We then moved onto the jewelery.

The first valuation was £5000, I asked for a breakdown and received it an hour later via email - excellent!

unbfortunatelt, on piece, independantly valued at £1450 in 2004, complete with photos was valued now at just £400.

The other values appear reaonable.

I queried this discrepancy an it was revised to £1650 making a total value for jewelery of £6250, which would be provided on a card for goldsmiths etc...

When I said I did not want a card for a higt st jewelers I was offered less than £4000 cash.

Now it does not take a rocket scientist to see the £4000 cash cannot legally purchase £6250 worth of jewellery.

Our policy states like for like, whe have £2745 worth of 14ct gold, that is not available in the UK! So cannot be replaced, like for like from a high st.

Has anyone actually go the full cash value for their goods?

We don't want ot buy a "replacement" as our jewellery was generally bought on holiday to a be a reminder of the good time we have. A "replacement" will be a remider of the burgalry:eek:

Are we being unreasonable?

Many thanks StrawberryFieldFairies

I lost my Omega watch a few weeks ago. And as I have never made a claim for anything before, this was a new experience.

I contacted Barclays on a Saturday, they took details, and said that a company called Ival would contact me by Tuesday. Nearly two weeks went by, so I phoned Ival. Ival said that Barclay had not faxed through the paperwork, they would contact them, and call me back within 24 hours. A week later, I called them again. They had no reference of my claim. So I recalled Barclay - I remained polite, but firm as I was slightly annoyed that I had no idea what was happening- and Barclays said they would fax through the details straight away.

An hour later, Ival Called asking me to describe the watch, then email through the receipt (which I still had from July 2001) and a picture of the watch which I said I could supply, they would process my claim, and would contact me again shortly. A week later, I got a missed call from Ival who "wanted to discuss my claim". This sounded ominous.

I returned the call and the young lady said that my claim had been approved, that the watch had was no longer available, but they had been willing to go to £4175 replacement value (as that was today market value for the Omega), but my single item limit was £3500, so they would authorise that and send out a card with £3500 (minus my £100 excess - so £3400 to spend) within the next three days.

I phoned Northern Goldsmiths, who confirmed the watch was no longer available. But said come in to have a look through their catalogue.

I enquired about a Breitling, and they said they had the model in I was after, but it was £3250 (managers special (also, it was last years model -£900 off!?). But the goldsmiths informed me that Ival only allow you to buy full price items not sale items. I said I didnt think was right, as I had found something cheaper than my allowance. So I called Ival back, saying that i had found a watch and it was below my allowance but buying sale items was not allowed? And he said yes thats true, the jewellers would have to sell it to me for the full price. So that would put the watch over my £3500 single item...

I pointed out that I had spoke to someone the night before and that initially, Ival were willing to goto £4175. The lad agreed, saying I should have what I want , and that it should be equivalent to the Omega. He had a word with his line manager, and they authorised the payment. minus £100 excess, giving me £4070 for the watch or the same if that sale item gets sold, and there left were only full price watches so I can still get that model.

I popped into Northern Goldsmiths, they phoned Ival to confirm the details, and have put the watch to one side ready for me to collect as soon as the Ival payment card comes through.

Despite the hiccups concerning the paper work not being sent through, I have found Ival staff to be polite and understanding at all times. At the end of the day, I might not have the Omega back (through no fault of theirs) but the insures have held up their end.

I'm glad to see a lot of people come on her and be positive!

StrawberryFieldFairies - with regard to your query surrounding the jewellery. The policy will/should state that the Insurer will settle at the price they can source the item. IF the jewellery is not able to be sourced then the Insurer has to give you full retail price..

Quote from FOS website:

"Policyholders should be allowed to choose where they purchase a replacement and they are entitled to a cash settlement if they cannot find an acceptable alternative. In such circumstances, we would not regard it as reasonable for the insurer to make a deduction from the cash settlement to represent any discount it would have got if the policyholder had bought a replacement from one of the insurer’s nominated suppliers. Nor would it necessarily be appropriate for the insurer to offer vouchers to the policyholder. If the option of replacement is not available, then the only way in which the insurer can indemnify a claimant is by a cash settlement."

With regards to Very Mad Person's comment surrounding Barclays telling him/her that Ival would settle the claim within 48 hours of intimation of the claim. I think he/she misunderstood what they were being told...Contact is within 48 hours..Not settlement....

Hi everyone, ive just been reading all your posts about ival, i have today spoken to them about my sons laptop, a rather large subwoofer speaker was dropped ontop of it on christmas day and the screen is broken, its not cracked just the screen has gone all distorted, just lights up alot of pretty colours and nothing can be seen on it, anyway, ival are collecting it on tuesday of next week, what i was wondering is, as im not very techy, what you all mean by they dont cover the software?? All i know is that when i bought the laptop it had windows vista on it, does that mean that if they decide to replace it it will be totally blank and not even have windows vista on? I know that it also has the usual ms word and things like that, im sure you all know what i mean, i bought the laptop from comet so as you all know they all come with everything loaded on them and you just use it, im a little worried because we dont have any disks for it, it never came with any, i had to ring acer up the first time it was used because we couldnt get anything to download onto it and the guy told me i had to press certain buttons on start up so that we could re-boot and wipe everything off to start from scratch again, im probably totally confusing you all now but im just wondering if what they replace it with will have vista or whatever it is now already loaded on so that we can use it again?? Hope someone can help me cos otherwise i wont bother sending it to them, ive struggled to get the 100 quid excess anyway without having to then go and buy vista or windows 7 to load onto it when we do get it back, can someone advise me please

Thanks in advance

nikki

Don't worry. You should get a like for like replacement. That might be a laptop with Windows 7 and other stuff such as MSWorks instead of Vista. You can't buy a computer without an operating system.

They won't replace any software you have purchased (Adobe Photoshop for example), or software that came with a printer, scanner or digital camera. Nor will they replace any free software downloaded from various websites or your broadband supplier's software. You will have to reload all that just as if you had decided to buy another computer.

thank you so much for replying and clearing that up, as i said im not very technical lol im just wondering if they will actually replace it or just repair it, hoping for a replacement to be honest with you but knowing my luck itll be repaired lol

In Ival's favour I have just recently made a claim through my insurers Saga for my accidently damaged laptop. Saga accepted the claim and said that Ival would be in touch with me within 48 hours, they contacted me the next morning which was a friday(less than 24 hours). They took all details, sent a courier out on the Monday with all the packaging and labels. Two days later I had a phone call from Ival informing me that they would replace the item or I could have PC World vouchers to the same ammount. All done and dusted within a week.