KNOWHOW refusing to repair due to... High degree of neglect

[girlsmum]

Hi
Had IPad since August 2013, paid KNOWHOW insurance £5.50 a month since.

We have had 4 claims all for the same issue; dropping it and cracking the screen.

First in March 2015, November 2015, February 2018 and again now.

No excuses, we’re just clumsy and it gets dropped.

However, can they do this? They have said I can appeal. Just wondering if anyone had anything similar and what was your outcome.

TIA

Surely that's the whole point of accidental damage insurance though? I'd appeal.

What does it say in the terms and conditions? There is a good chance that there claims are restricted, ie a certain maximum number of claims in a specific period noted. Is there such a term?

How bad is the damage? Like is the casing coming apart, is the internal board visible, or is it literally just a crack in the screen?

How was it dropped? Just from table to floor, or off a balcony etc?

When you receive the item back there will be a letter explaining how to appeal the decision. You can only do this in writing to the address stated on the letter. Include how it was dropped, from where to where, what surface it landed on (tiled floor, concrete) etc.

Yes, I thought this was what accidental cover was for! And I have no idea of the terms and conditions as we’ve had it for so long.

I need to get a copy of these ASAP.

It was dropped from sofa height to the tiled floor. It has cracked across the screen from one corner.

First thing to do is call or email them and ask them to send you a copy of the Ts & Cs

I believe the terms and conditions are here.

If those are the correct Ts&Cs, they require you to take reasonable care of the product. They also allow them to withdraw cover if the problem is due to the product being neglected, abused, misused or damaged intentionally. I think they could argue that you have not taken reasonable care of the product given that you have had the same problem 4 times. They may also be able to argue that dropping it repeatedly constitutes neglect. So I suspect they are in the clear.

Ask them to refer you to the precise clause they are replying on.

As the OP refers to "high degree of neglect" in the thread title, I think it is likely Knowhow are relying on the sixth bullet point in Section B which says the OP cannot claim for, "Repair or replacement of the Product which has been neglected, abused, misused, or damaged intentionally. You must take reasonable care of the Product."

Why on earth have you not bought a protective case for it?

Bridge, I agree.

Yes they can do this and I think they’re right to. Sounds like you’ve had more than your money’s worth from the policy!