Dealing with an insurance claim
Choice of retailer
Contrary to popular belief, as a consumer, you are able to use whatever retailer you so wish. However, depending upon the wording of your policy, the insurer may limit compensation to the amount that one of those on the insurers’ ‘approved retailer’ list would charge for the project. Consequently, consumers may face a cash shortfall by exercising choice! So, check the details of your policy!
If consumers have a strong aversion to using a retailer on the insurers ‘approved list’, or would prefer to use a retailer of their own choice, they should complain to the insurer, giving relevant details. Insurers seek to avoid confrontation! Consumers do have the right to complain to the FSA if they believe that the insurer is not treating them in accordance with the policy terms.
A Carpet Foundation Member retailer will gladly give advice on how to deal with the replacement. Consumers should have all the dimensions and a sample of the damaged carpet.
Replacement Carpet
Some insurers will make a cash settlement (dependent upon the policy terms) but most will issue a mandate giving an ‘approved retailer’ the authority to replace the carpet.
When presenting the mandate to the retailer, make sure it is done with a sample of the damaged carpet so that a ‘like for like’ replacement is provided. Be wary of suggestions to replace a carpet with an inferior quality, lower grade or weight or different pile fibre composition. If in doubt, get a second opinion.
Where damage has occurred to the underlay, this should be replaced at the same time as it is inadvisable to put a replacement carpet on an old or damaged underlay.
High standards of installation are as important for replacement carpet as they are for the original installation and consumers should complain if they are not happy.
Contractual Issues and Complaints
When a claim is made in respect of damaged carpet to the insurer, arrangements will be made directly with the retailer to carry out the replacement. The contract is therefore between the insurer and the retailer and is covered by the provisions for the Financial Services Authority, commonly known as the FSA.
Complaints about the conduct of the insurer should be made to the insurer or the FSA - or both. Complaints about the retailer should be made to the insurer.
The replacement of carpet by a Carpet Foundation Member retailer is not covered by the TSI Approved Code of Practice.
Other Issues
Consumers should recognise that having a replacement carpet funded by their insurer does give them the opportunity to choose a higher specification product and paying the difference in price.
Carpet Foundation Member retailers will help with:
- the provision of objective advice on the replacement project
- open and transparent pricing
- technical knowledge to ensure that the carpet is replaced with a like for like product in terms of specification and quality.
Contrary to popular belief, as a consumer, you are able to use whatever retailer you so wish. However, depending upon the wording of your policy, the insurer may limit compensation to the amount that one of those on the insurers’ ‘approved retailer’ list would charge for the project. Consequently, consumers may face a cash shortfall by exercising choice! So, check the details of your policy!
If consumers have a strong aversion to using a retailer on the insurers ‘approved list’, or would prefer to use a retailer of their own choice, they should complain to the insurer, giving relevant details. Insurers seek to avoid confrontation! Consumers do have the right to complain to the FSA if they believe that the insurer is not treating them in accordance with the policy terms.
A Carpet Foundation Member retailer will gladly give advice on how to deal with the replacement. Consumers should have all the dimensions and a sample of the damaged carpet.
Replacement Carpet
Some insurers will make a cash settlement (dependent upon the policy terms) but most will issue a mandate giving an ‘approved retailer’ the authority to replace the carpet.
When presenting the mandate to the retailer, make sure it is done with a sample of the damaged carpet so that a ‘like for like’ replacement is provided. Be wary of suggestions to replace a carpet with an inferior quality, lower grade or weight or different pile fibre composition. If in doubt, get a second opinion.
Where damage has occurred to the underlay, this should be replaced at the same time as it is inadvisable to put a replacement carpet on an old or damaged underlay.
High standards of installation are as important for replacement carpet as they are for the original installation and consumers should complain if they are not happy.
Contractual Issues and Complaints
When a claim is made in respect of damaged carpet to the insurer, arrangements will be made directly with the retailer to carry out the replacement. The contract is therefore between the insurer and the retailer and is covered by the provisions for the Financial Services Authority, commonly known as the FSA.
Complaints about the conduct of the insurer should be made to the insurer or the FSA - or both. Complaints about the retailer should be made to the insurer.
The replacement of carpet by a Carpet Foundation Member retailer is not covered by the TSI Approved Code of Practice.
Other Issues
Consumers should recognise that having a replacement carpet funded by their insurer does give them the opportunity to choose a higher specification product and paying the difference in price.
Carpet Foundation Member retailers will help with:
- the provision of objective advice on the replacement project
- open and transparent pricing
- technical knowledge to ensure that the carpet is replaced with a like for like product in terms of specification and quality.
