After a couple of days of waiting and playing phone tag, I’ve just come off the phone with one of the senior team in the Claims department at Churchill Insurance. Unfortunately, their position has not changed and they are only offering a new laptop based on spec not brand.
He explained that this is their company policy, but had no real answer when I challenged this as this is not stated anywhere in the current policy wording.
The matter has now been passed to the Customer Relations team, who will apparently write to me first before contacting me.
In the meantime, after writing the original blog, I tweeted about the situation to a few consumer advice gurus and had some feedback from Paul Lewis of BBC Moneybox
His first response was “New for old should mean what it says. Challenge the claim and if no joy then go to Ombudsman.” When I explained about the age of the laptop and the specification issue, he replied “Problem of advancing technology. Decide what you think is fair, ask for it, and if no then complain, if no again go to ombudsm”
I agree with him and think it is fair to have my old Sony laptop replaced by another Sony Laptop, not a bulky plasticky feeling Samsung. I will wait to hear what response I get from Customer relations.
In a related matter, they have agreed, in principle, to replace the software on the laptop – the major cost being Microsoft Office Professional – have submitted estimates to replace this and am waiting again to see what they offer.