Anyone knowledgable about contents insurance and making claims?

[CleanAndClean]

DH & I bought garden furniture a few years ago. It's a rattan set. Basically, we live in the south of England and our patio is a huge sun trap.

Basically the heat from the sun has heated up a metal pole under the glass table top which has then caused some of the rattan strips to snap. We weren't too bothered by this but the rattan underneath has now all started collapsing.

I called our insurance company and they said they will only cover a replacement table, not a new set. The problem is, the table can't be replaced as they don't sell that table individually and we bought & want a matching set.

They also said claiming will cause our premiums to go up and cant tell us how much by until they process the claim.

Does this sound right? I've never ever made a claim before but it's just frustrating that when we need to, we're hit with all these hurdles.

Please help! Thanks.

I would suggest two things - firstly, check your cover level. Some places do a 'replacement set' cover (I.e if it's a matching set then they replace the lot if it can't be matched), others just do a one item cover. They may be trying it on, so do make sure you've read your policy.

Secondly, yes it is likely to go up if you claim, but not by that much. To find out how much I'd put it all into a comparison website with the value of the claim and see what it says. It's unlikely to be the cost of a table, I wouldn't think.

It wouldn't even cross my mind to claim for this. Surely at a few years old and exposed to the elements they won't pay out anyway?

That's either wear and tear from exposure to the elements, or a basic design fault and/or poor materials.

You should be seeking recompense from the retailer or manufacturer.

I'd be extremely surprised if this was even covered. What does your policy say is covered? Normally contents policies cover things like fire, theft, flooding, storm damage etc. This isn't even accidental damage really, just wear and tear by the sounds of it.

I'm actually really surprised that your insurance company will replace anything, surely this is wear and tear? My patio furniture is exposed to sun, rain, frost, wind etc and it deteriorates due to that (and being used)
Are you claiming under accidental damage?

I agree with previous comments- likely they will decline the claim as wear and tear or gradual cause, especially as few years old. Check with the manufacturer of the furniture to see if it was guaranteed and for how long. You would expect garden furniture to withstand heat of the summer sun!

Any claim is likely to have a knock on effect to the premium at renewal and no insurance company will tell you by how much until the time comes.

I hope you're not with my insurance company. I'd like my money to be spent more wisely than replacing your furniture set.

I don’t understand why your insurance company would be paying out on this?????

Okay, I'm not sure how contents insurance works so I'm guessing from the comments here I've been very very naive. The furniture is 3 years old. I've taken great care of it and all the chairs, cushions etc are in immaculate condition. It's just this damage that's been caused by the sun (although it's difficult to prove it was the sun).

It cost us £450 to buy new and we really saved to buy it. I thought garden furniture would last at least 5 years, hopefully more, if properly taken care of.

I thought that's what contents insurance was there for but I've obviously been mistaken. There are many things that have happened in the past that we would have definitely been entitled to claim for and we haven't so I'm not trying to take advantage here. Just a genuine misunderstanding on my part.

If you fee you have a case for it not being usual wear and tear take it up with the manufacturer.

I've contacted the manufacturer and they've told me there's nothing they can do out with a year 😩

Also, getting in touch with the manufacturer was a nightmare, no option to hold, transferred to a voicemail, then advised voicemail wasn't available at this time and to email. I emailed a few times, no response. Then I facebook messaged twice and got a reply after the 2nd one. I don't get the vibe that customer service/satisfaction is a priority to them.

I've contacted the manufacturer and they've told me there's nothing they can do out with a year

If it's a design fault that means it doesn't last as long as the expected life span of the item there is. If you really want to go down the replacement/compensation route, get trading standards involved. If nothing else they will be able to give you an opinion as to whether or not it's a justified fight.

Contents insurance is for if your house burns down and turns all your stuff to ashes in the process...or floods, or it all gets stolen...
Accidental damage for contents is spilling paint on the sofa whilst decorating, the telly falling of the wall and smashing and stuff like that.

Garden furniture degrading slowly over several years shouldn't be covered. That's just stuff wearing out, even if it is faster than you hoped.

Your issue would fall under the consumer rights act which says that goods you purchase should be of satisfactory quality, as described and last a reasonable length of time. You could therefore go back to the retailer and argue that your furniture has not lasted a reasonable length of time. If they agree that 3 years isn't reasonable (though tbh I really doubt they would), they might repair or replace.

Didn't you keep protective coverings over it? X

Rattan isn't particularly long lasting so maybe buy something more durable next time?

Garden furniture degrading slowly over several years shouldn't be covered. That's just stuff wearing out, even if it is faster than you hoped.

It didn't degrade slowly. One day it was in perfect condition and the next, about 8 or 9 separate pieces of rattan all snapped which all rest on the same metal pole and are protected by a glass table top. On one of the hottest days of the year.

Didn't you keep protective coverings over it?

Errrm... not when it was in use obviously, which is when the damage happened.

I agree with everyone else.
That is 'deterioration over time', and not something COntents insurance will pay out for.

It didn't degrade slowly. One day it was in perfect condition and the next, about 8 or 9 separate pieces of rattan all snapped which all rest on the same metal pole and are protected by a glass table top. On one of the hottest days of the year.

Yes, but when anything 'snaps' it is because of the strain over time.... like "the straw that broke the camel's back" scenario.
If you feel it hasn't lasted as long as it should / wasn't "fit for purpose" then you are looking at trading standards, but again, if you've had it a few years, I doubt if you'd get far that way. Potentially you could look at small claims court (but once again, it wouldn't be that likely you'd succeed).

Some companies respond far better these days, to poor publicity - tweets or social media posts telling of the poor quality (as you perceive it).

I don’t think contents insurance is to replace outdoor furniture that has deteriorated over a number of years outside! It covers things like it being stolen, or catching on fire. Accidental damage cover is for things like spilling paint on it or accidentally cutting with a hedge trimmer or something.

Where did you get it?
You might have more joy talking to the shop about how you expected better quality from them.
Definitely agree that you should talk to trading standards and get them to advise on specific points to raise.

You might also have the store//manufacturer query why you are raising this now in February - a long time away from the hottest day of the year. You need to have an answer ready for that!

My garden furniture had a 2 year guarantee. Some of the rattan has broken now its a few years old. Normal.

Have you looked at the excess on your policy? I doubt it's going to be worth it once you've paid that too.

Maybe look at a second hand replacement that would cost the same as your excess.