Thread: Tv under warranty.aon say is not covered

I have a tv which is over the year old but is covered with accidental cover. over xmas the tv screen was damaged by one of the children with a wii controller.
Now it has been inspected and deemed accident and was told by comet service it would be repaired.
Aon have since called me saying it is not covered by such accidents if console controllers were the cause because "that has been happening a lot lately"
I have gone back to the store and they say it has nothing to do with them as its the insurance who refused it.
I know about the 4 hour response emails to the directors office but cant get hold of the address. I dont see how it is not the store who should be helping me as they sold the insurance saying any accident could happen.
I would prefer a new TV who wouldn't, but as long as I can get it repaired and it works I would be happy. Any help would be appreciated

Here your contract is with the insurance company not the store so you would need to pursure the insurance company. The store is out of the equation due to accidental damage.

Thank you for your reply, it states:

We’ll fix any Breakdown due to normal wear and tear

or even accidental damage.

1 This Policy does not cover Breakdown or Accidental Damage due to:

failure to follow the manufacturer’s instructions and/or
installation guide;

any external cause such as computer virus, fire, theft or weather,

or faults in any electrical supply/ connection or plumbing; or

mishandling, abusing, neglecting, violence toward or vandalism
of the Insured Product or any Breakdown or damage arising
from recklessness or negligence by You.


As far a Im concerned it is accidental. Anything could have been thrown at the tv by one of my three children- i was told a good reason to take the cover out, but because it was a wii cntroler that was thrown by accident by a 5 year old child that was upset not being allowed to play, they deem this as negligence. are they correct. An accident is an accident as far as I am concerned.

Comet customer service is obliged to help me with this as far as I am concerned as they provide the service of such insurance and they booked the call out of the engineer to come and inspect it who saw that it is accidental and the damage caused and i paid them the money for the warranty. either way, I am not bitter about having to either pursue comet or the insurance company but the fact that Ive been refused a repair or replacement.

Whish is why I said you really need to pursue it with the insurance company who are obviously trying toi squirm out of it. I would not mention that the child deliberately threw the console at the TV but rather that they threw it in the direction of the Tv and it hit the TV. Send a preliminary to the insurance company and if no response, send a lba but you need tos tart somewhere to get something. good luck!

Thank you surfer.
could you tell me what you mean by preliminary and lba thanks again.

Hi

First things first...YOU ARE COVERED....so not to worry there ...which store did you go to?

Take it up with the store, in order of ...Sales Manager.....Store Manager ...document everything you have said....any half decent manager will take this up for you...if you have no luck there ....Put it into writing and send it to Comet head office in hull marked for the attention of the directors office via recorded delivery ...you will get a response...

If you need anymore advice dont hesitate to ask

SAM

Hi sam, I have taken it to the store, Lakeside, but thy said take it up with aon. Do you the email address to the directors office which gets 4 hour response priority?? thank you

Originally Posted by SAM1977

Hi

First things first...YOU ARE COVERED....so not to worry there ...which store did you go to?

Take it up with the store, in order of ...Sales Manager.....Store Manager ...document everything you have said....any half decent manager will take this up for you...if you have no luck there ....Put it into writing and send it to Comet head office in hull marked for the attention of the directors office via recorded delivery ...you will get a response...

If you need anymore advice dont hesitate to ask

SAM

Sam with all due respect, the store may have sold the insurance on behalf of the insurance compaqny, but because fo the nature of the problem which is accidental, the store is not involved therefore it would be a bit pointless writing to the managers of the store as suggested by yourself. If a fault developed then yest the store would be involved. I don't often agree with retailers but in this case Comet are right.

xsvly
In the first instance log into Consumer Direct (TS website) write up your complaint and obtained advice. Using that advice draft a preliminary letter to the insurance company stating the CD has advised that you put it in writing to the ins co that you are making a claim for accidental damage. Also in the letter state that you want all correspondence to be in writing and that you must not be contacted by phone or any other means. State that you re4quire a reply within 14 days. Send it registered post.
If they do not play ball, come back on here and the thread will be picked up again. If you have some success let us know anyway.

surfer the reason why i stated what i did is because i worked for the above said retailer for over 7 years in a senior management position and so yes i know the store can take i up as i have done in the past......

XSVLY ...email your issue to customer services labelled for the attention of the directors office there is no external email address..

I know this is really old, but have come back to this site for other help/ Just wanted to close this incase it happens to someone else. I wrote a letter recorded delivery and they agreed for a repair and the tv has been working ever since.

I have never owned a Wii, but on all games does it not state to use the strap? failing to not use it could be classed as neglect and not accidental?