We work closely with customers and insurers to settle claims quickly and fairly. We will lead you through the process every step of the way.
In order for us to progress and settle your claim, there are a number of things we will need to discuss with you. These will include confirming the details of items you are claiming for, the circumstances that led to your claim, submission of supporting documentation for your items and arranging collection and/or inspection of any damaged goods.
|Where your claim is for an item that has been lost or stolen, we may require you to submit evidence of this in the form of a police crime reference number. Additionally, we may ask you to provide proof of ownership of the items by means of either: original receipts, bank/credit card statements or purchase agreements. Our Claims Handling Team will advise you of any information which is required. This information will be forwarded to our specialist Product Replacement Team, who will determine appropriate, “like for like” replacement items as per the terms of your insurance policy.|
|Once our specialist Product Replacement Team have all the required information, they will determine an appropriate “like for like” replacement as per the terms of your insurance policy. We will contact you to discuss the items we have selected and ensure that this meets with your approval. On acceptance we will arrange for items or form of settlement to be dispatched to you either from our distribution centre or directly from the supplier or manufacturer.|
Once we have obtained all the required information relating to your claim, and have completed any necessary inspections, we will be able to make you a settlement offer. This process can take between 1-7 days depending on the complexity of the claim, and if an inspection is required.
|We may be requested by your insurer to collect a policy excess payment on their behalf. You will be notified prior to the dispatch of any items if we are required to collect an excess payment from you. Excess payments can be made using credit or debit card (excluding American Express or Diners Club).|
Yes, we will send you a link to login to our customer portal, Claim Companion. Claim Companion will allow you to manage your claim from your smart phone, tablet or computer. If you have already been sent your log in details, you can access Claim Companion by following the link below
All of our contact details can be found on our contact page. Follow the link below.
You can provide feedback about your claim through our contact page. Follow the link below.
Our aim is to replace your items as quickly as possible through our extensive network of suppliers.
|Under the terms of your insurance policy we are instructed to replace items on a “like for like” basis and not by price. Accordingly, any offer we make to you will be determined by the features and specifications of the items claimed for. This is based on the current market equivalent for products of a similar and/or same quality and specification and NOT the original cost of the item. Market trends and manufacturer production can mean that the most suitable and equivalent replacement is not necessarily within the same product range or brand.|
|Yes, you don’t have to accept the equivalent replacement offered, you may select an alternative item. However, where the cost of the alternative is greater than the cost of the item offered, you will be required to pay the difference. Please note some restrictions may apply.|
|All replacement products hold a 12 month manufacturer’s warranty, the first 28 days are directly with the supplier of the product. In the unlikely event that you believe a product has developed a fault, it is important that you contact us promptly to allow us to notify the supplier and ask them to investigate. The supplier may be able to provide support over the phone or may need to arrange a collection and/or inspection of the item. After 28 days all warranty queries should be directed to the product manufacturer. We have compiled details of the manufacturer contact details below.|
|Your delivery will be made from our suppliers usually via a national courier, Royal Mail or occasionally their own delivery service. Standard delivery will take place between 9am and 6pm, Monday to Friday. We can make arrangements for deliveries to be made to any UK address, such as your workplace or to a relative and may be able to provide timed or weekend deliveries dependent on the supplier, subject to courier services available. Extra charges may apply.|
|Once you have accepted the replacement items we are unable to accept returns unless they are damaged / faulty.|
|In the unlikely event that you receive a damaged or faulty item, it is important you contact us promptly within 24 hours of delivery so we can resolve the matter with the supplier / courier involved. Each supplier has a different process for handling damaged /faulty items and our Claims Handling Team will guide you through the returns process. Please do NOT return any item to us before you have spoken with our Claims Handling Team as we may be able to resolve your issue via telephone. If you suspect that a package has been damaged in transit we would recommend delivery is refused or to sign for the item and indicate it is unchecked.|
If you have not received your e-voucher please check your junk or spam folders first, otherwise please contact us by following the link below.
We may need to inspect and assess if your damaged items can be repaired.
|If the nature of your claim is for items accidentally damaged, we may potentially need to arrange for the inspection of the items at our Service Centre prior to settlement of your claim, depending on the type of item that has been damaged. Alternatively we may make an appointment for an engineer to visit your home. It is important that you retain and store all items safely until we complete this process. We are required by your insurer to report on any damage, therefore should we be unable to inspect the items, it may affect the outcome of your claim.|
|Wherever possible our manufacturer accredited engineers will attempt to repair your item using genuine parts. However, if parts are not available or it is simply not economical to complete a repair, a report will be sent to our specialist product replacement team who will determine an appropriate, like for like replacement as per the terms of your insurance policy.|
|We will endeavour to contact you within a few working hours of receiving your claim details from your insurer. Should we need to collect your damaged item for inspection at our Service Centre, we can arrange for a courier to be with you as soon as the next working day. If we need to inspect the item at your home, you will be contacted by our partner engineers within 24 hours and an appointment is typically made for within 5 working days.|
|Unfortunately we can only collect or inspect your item on weekdays between 9am and 6pm. However, our couriers can make arrangements to collect items from alternative addresses within the UK, such as your workplace or from a relative. On the scheduled day of collection our couriers can usually provide you with a 1 hour collection time slot via text message or email, providing a mobile number or email address has been obtained from you when arranging the collection date.|
|All repairs come with a minimum three month warranty. This warranty covers both labour and any parts used. In the unlikely event that you do experience issues with the repair, please contact us promptly on the telephone number provided in your welcome pack. We may be able to provide technical support by phone, alternatively we may be required to arrange a collection of the item to investigate further.|
|Yes, in certain scenarios it is possible to upgrade components. Upgrades include RAM (memory), Hard Drive (storage), Operating System and various other features. For further details please ask a Claim Advisor. Please note that where the cost of upgrade is greater than the cost of basic repair, you will be required to pay any difference. Restrictions may apply.|
We treat all damaged items and your data with the utmost care, in accordance with the data protection act.
Please do not dispose of any damaged items that you are claiming for until Be Valued has made contact with you and established whether a collection or inspection is required, as this can impact the settlement of the claim. If neither a collection or inspection is required, we would recommend that you retain the damaged item until full and final settlement of the claim to assist with any validation or queries arising during the claims process.
Where we collect your items for inspection at our Service Centre, we will arrange for your old items to be disposed of in accordance with the WEEE directive controlled through the Environment Agency. This will take place 30 days after the inspection has been conducted. Where items are inspected at your home and we are replacing the items for you, we can arrange for their disposal, however a charge may be made for this service. Alternatively, you can contact your Local Authority for details of where items can be disposed of free of charge.
Under the terms of your insurance policy, once we have settled your claim, ownership of any items inspected are transferred to your insurance company and as such we are unable to return them to you.
We know how important your personal data is. Whilst in our care, your equipment is individually labelled and stored securely for a period of 90 days following inspection. Where you do not request our data recovery service (see below "What is the data recovery service?") and the 90 day retention period has expired, we will arrange for your personal data to be destroyed in accordance with the Data Protection Act.
The data recovery service enables you to retain access to all of the pictures, documents, music and videos you previously had on your PC or laptop. Please note that data recovery may not always be possible due to damage sustained during the claim event. Please discuss with your claim handler for further information and pricing. Where you do not request our data recovery service and the 90 day retention period has expired, we will arrange for your personal data to be destroyed in accordance with the Data Protection Act.
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