Student misled by insurance company/Uni - any legal rights?

[mind the gap]

The students in a friend's son's Hall of Residence were told in writing by the Uni that their accommodation charges included insurance for their possessions in their rooms. This was hyped up as a real 'plus point' for that accommodation. The Uni supplied an Endsleigh link giving details of the protection. You filled in your name, your Hall and a few other personal details , then clicked for 'view cover' and there are two clear lists headed :What you are covered for, and What you are not covered for.

Under 'What you are covered for', it clearly states 'Accidental damage to laptops whilst in your room'.

His laptop having suffered accidental damage whilst in his room, the student tried to claim but was told (by Endsleigh): 'Sorry, you only have basic cover (fire and flood damage to your property in your room) - for the laptop damage, appraently, he would have needed to pay an additional premium. Had he not been led to believe his laptop was already covered, he would have done so. He still has the email form the Uni and the Endsleigh link.

Any suggestions?

[Snorkerz]

The students in a friend's son's Hall of Residence were told in writing by the Uni that their accommodation charges included insurance for their possessions in their rooms. This was hyped up as a real 'plus point' for that accommodation. The Uni supplied an Endsleigh link giving details of the protection. You filled in your name, your Hall and a few other personal details , then clicked for 'view cover' and there are two clear lists headed :What you are covered for, and What you are not covered for.

Under 'What you are covered for', it clearly states 'Accidental damage to laptops whilst in your room'.

His laptop having suffered accidental damage whilst in his room, the student tried to claim but was told (by Endsleigh): 'Sorry, you only have basic cover (fire and flood damage to your property in your room) - for the laptop damage, appraently, he would have needed to pay an additional premium. Had he not been led to believe his laptop was already covered, he would have done so. He still has the email form the Uni and the Endsleigh link.

Any suggestions?First suggestion - get that link printed onto paper before they get wise and change its wording.

Then, I recon it is negotiate with a view to sueing the Uni for damages - ie the cost of sorting out the laptop.

Why, oh why, does everything have to end up in court nowadays? (He says, suited and booted before a court appearance at 10:30).

[Brixtonia]

Before going to court, have you raised this as an official complaint with the insurance company (and the uni)? If not I would start with that. I get the impression that most insurance companies will fob claimants off early on in the hope that many will not persist.

A complaint will be dealt with differently. Present all the evidence you describe above in a calm, short, focused and matter-of-fact letter. Finish the letter saying that in the event that the company still finds itself unable to cover the loss, they should provide details of escalated complaint procedures and appropriate industry ombudsmen. Also ask them to confirm the appropriate address for legal documents to be served to.

I did exactly this and received full payment a week later. If it works for you it will be a lot less hassle than going to court!

And I agree with Snorkerz: print everything off now. If possible, print every screen as you go through the log-in procedure. Good luck!

[mind the gap]

Before going to court, have you raised this as an official complaint with the insurance company (and the uni)? If not I would start with that. I get the impression that most insurance companies will fob claimants off early on in the hope that many will not persist.

A complaint will be dealt with differently. Present all the evidence you describe above in a calm, short, focused and matter-of-fact letter. Finish the letter saying that in the event that the company still finds itself unable to cover the loss, they should provide details of escalated complaint procedures and appropriate industry ombudsmen. Also ask them to confirm the appropriate address for legal documents to be served to.

I did exactly this and received full payment a week later. If it works for you it will be a lot less hassle than going to court!

And I agree with Snorkerz: print everything off now. If possible, print every screen as you go through the log-in procedure. Good luck!

Many thanks for the advice, both of you. I will pass it on. Much appreciated.

[jeffrey]

The students in a friend's son's Hall of Residence were told in writing by the Uni that their accommodation charges included insurance for their possessions in their rooms. This was hyped up as a real 'plus point' for that accommodation. The Uni supplied an Endsleigh link giving details of the protection. You filled in your name, your Hall and a few other personal details , then clicked for 'view cover' and there are two clear lists headed :What you are covered for, and What you are not covered for.

Under 'What you are covered for', it clearly states 'Accidental damage to laptops whilst in your room'.

His laptop having suffered accidental damage whilst in his room, the student tried to claim but was told (by Endsleigh): 'Sorry, you only have basic cover (fire and flood damage to your property in your room) - for the laptop damage, appraently, he would have needed to pay an additional premium. Had he not been led to believe his laptop was already covered, he would have done so. He still has the email form the Uni and the Endsleigh link.

Any suggestions?
Problem: is that contractually binding- on L or on Endsleigh? How?

[mind the gap]

No idea, but good news anyway. Having saved screenshots of the original pages of the link, the student composed a polite email to Endsleigh along the lines suggested by Brixtonia. (Just as Snorkerz said, they did indeed change the web page completely the day the student phoned them to try to claim!)

When faced with the screenshots and the email, Endsleigh have agreed to cover the broken laptop after all. Their comment was that the cover applied last academic year, but had been 're-arranged' (!) this year to reflect 'students' changing needs'. They just hadn't updated their website. (Er, I don't think many students would prefer less cover for the same price, rather than more, but there you go).

I expect they had too many students with broken laptops last year. It's always annoying when you're an insurance company and people claim, isn't it?

Anyway, three cheers for Endsleigh. I shall continue to take out LL's insurance with them after all.

[Brixtonia]

Great news. Well done.