Received replacements for stolen golf clubs, now told I owe money

[ll_billym]

I have a tennant home insurance policy with company A. My golf clubs were stolen from my garage. When I phoned company A they put me through to company B who deal with caims. I spoke to a guy there who was obviously new, didn't ask many questions, said he might not need proof of ownership (which I thought I would need) and said my clubs would get replaced. I then get a call from company C who deal with replacements and pay them the �100 excess on the policy. Then I get a call from company D, we agree which clubs to send me then the clubs arrive with no accompanying documentation.

Two months later I get a letter from company B saying company A tells them there is a �500 limit for this type of claim (It's true, it's in the policy) and I need to pay a cheque to company C (the cheque amount isn't specified but then the letter IS from the newbie I spoke to first!)

I'm not sure how much the clubs are worth, maybe �700 absolute tops but I don't feel I should pay this as I received like-for-like replacements of the stolen clubs and it's not my fault if they are a shambles and sent me goods of a higher value than they should have.

Any thoughts? Thanks

[factor-fiction]

How much are they asking you to pay?

[ll_billym]

As I said above, the amount isn't specified in the letter. I think they must have missed it out by mistake as the letter is from a trainee.

I'm not too fussed how much it is, I don't think I should pay it and want to take this stance when I speak to them.

[factor-fiction]

To me the amount would be relevant. The policy limit is �500. If they clubs actually cost �520 to replace and they are asking for the �20 difference I might ask them to waive the difference to compensate for the poor service as it was their error but if they said 'No' , I'd pay the �20. It's not worth making a big issue of.
However if the clubs cost �700 and so they ask for �200 I would review what the policy conditions say. You could argue you simply don't have �200. You could say that in the circumstances you don't want all the clubs replacing- you just want to claim for �500's worth of clubs.

[ll_billym]

I've done a quick check online and the clubs are worth �800! So I think the amount will be around �300.

The policy says �500 limit. At all points throughout the claim they spoke about like-for-like replacements and that is what I got delivered to my door 2 months ago.

After 2 months they say I owe them money as the clubs shipped to me were over the �500 limit.

The clubs have been used in the interim and are no longer new.

[woozer]

Send in a formal complaint - recorded delivery - or tell them to take them back and give you money instead

[Pollypeptide]

I would do as Woozer suggests. Make a formal, written complaint. Stand your ground and say that you have received very bad service and feel that, under the circumstances, they should waive the additional cost (whatever that may turn out to be). You can't argue with the policy terms which, as you say, are quite clear but you do have a case on the grounds of poor service.

Make sure that you send a copy of your letter to company A, your Insurers.

If they refuse to do this then ask them to let you have a cash settlement and to take back the clubs (which are now second hand).

Let us know how you get on.

[ll_billym]

Thanks for the answers guys.

I have sent a formal complaint to them, sent by email so haven't sent a copy to the the company I hold the policy with, that's not a bad idea though, I'll see what the reply is first.

Cheers.