I'm looking for some advice and I welcome any opinions on the following.
A few weeks ago I contacted my home insurance company to make a claim for accidental damage to my laptop. I told them exactly what had happened and what the damage was. They told me it would cost me £50 excess minus the cost of sending the laptop to them for salvage, which I did the same day.
After about 10 days or more of the insurance company dragging their feet they finally agreed to pay a company I had found a suitable replacement from They posted me a mandate to complete so they could release payment for the laptop to the laptop supplier. Again they repeated I would have to pay the £50 excess.
The mandate arrived with a covering letter the letter pointed out that my excess was £50, I returned the mandate and waited.
A few days later I received a telephone call. It now appears I will have to pay £100 excess, one of their staff has made an error. If the laptop had been damaged outdoors the excess is £50, I damaged mine indoors so it's £100.
Now they've waved away any complaint, although we are going through with the replacement of the laptop, I'm now going to have to pay £100 minus the postage charge for the old laptop.
The insurance company have said that the reason they are not going to honour the £50 they quoted (on the phone and in print) is because I am not actually out of pocket. My take on this is that I have to have the laptop and therefore they are fully aware that I will be out of pocket because of this.
They even told me that had I gone ahead and purchased the laptop myself then they would not have increased the excess as I would then have been out of pocket. I don't see the difference myself.
Could anyone shed any light on this, does anyone think a small claims action is likely to be successful .