An insurance against sudden accidents has limitations that the terms do not state.
«Unusually Uncomplicated Insurances». This is the slogan of Solid Försäkring, a Swedish company that delivers accident insurance to the electronics chain Power. For a family at Gran on Hadeland, the word “flexible” is probably not the best way to describe how this insurance is experienced in reality.
At the end of November, Stian Thørner Holm Miland got use for the insurance he had bought for his son’s Ipad – the screen was broken. Since then, he has used the insurance several times. The iPad has then been completely destroyed.
Fourth time it said stop. Now the insurance company suddenly refused to cover more claims.
– We never received any warnings about this, says Stian Thørner Holm Miland to Nettavisen.
There is nothing in the insurance terms stating that the number of claims is limited.
Good reason to insure
The fact that the iPad has been handed in four times for repair or replacement in the course of six months is not due to negligence.
Holm Miland has a child with a diagnosis that sometimes involves uncontrolled and unpredictable physical reactions. There are also rashes that can go beyond equipment such as phones and tablets.
Therefore, such insurance is basically a way to keep the cost level down when damage occurs. But Holm Miland has now experienced that both the deductible for each claim and the limitation in the number of possible claims reduces the value of the insurance.
– Happens suddenly and uncontrolled
Stina Thørner Holm Miland and his wife, Dyveke Othilie Jahrmann Miland, live at Gran on Hadeland and have three children. They tell Nettavisen that their six-year-old son has a diagnosis that gives uncontrolled outbursts of rage.
Outbreaks appear to be exacerbated:
– It is never people, but objects that get stung. It happens without a reason being explained, and without us understanding why. It is frustration that manifests itself in a great anger and it can go beyond the floor, wall, mirror or an Ipad, says Stian.
– You do not have time to avert it, it can come very suddenly, Dyveke says.
They emphasize that they are strict with Ipad time, and that access to the equipment is severely limited. Et powerful cover for children has not protected against the damage such outbreaks can inflict on an Ipad. The couple hopes it can help that they are open about the situation:
– We assume that there are many who are in the same situation as us, that it can be nice to bring this out. We have not applied for funding from NAV to support this, but chose to try this insurance, says Dyveke.
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Must cover sudden damage
The terms of the security agreement do not specify that there is a limited number of times the equipment can be returned for repair.
“The insurance covers, with the following exceptions, sudden and unforeseen damage to which the insured item is exposed”, it is stated in clause 2 of the terms from Solid Insurance, the subcontractor of the insurance to Power. Frequency of repairs is not mentioned as one of the exceptions.
On the other hand, requirements are set for the use of the product, under the item with the policyholder’s responsibility:
“The product must not be used in such a way that there is an obvious risk of damage”, and lack of care can “result in the compensation being reduced or lapsed in accordance with the Insurance Contracts Act”.
Must consider the terms
An assessment is always made of damage and cause and whether an injury is sudden and unforeseen, explains Siri Røhr-Staff, PR and communications manager at Power.
Røhr-Staff informs Nettavisen that this point can be re-evaluated if the user himself should understand the risk of what will happen, and that a warning may come to the customer if the same damage is repeated.
Damages triggered by uncontrolled outbreaks related to a diagnosis have no specific points in the insurance, but can trigger exceptions, since the damage cannot be considered intentional or predictable.
When the insurance company first assessed the damage, they did not take this into account, Røhr-Staff explains:
– In the case of Stian it is […] made a decision without looking at the underlying cause, which we want to rectify. It is important to us that our customers are satisfied with both us and our security insurance, says Røhr-Staff and adds:
– Therefore, we will review this case again, so that the insurance covers the damage that has been caused. We will also look at whether the terms should be updated or further specified.
Røhr Staff emphasizes that there are rarely cases where this occurs, and that it is probably not relevant to include all possible exceptions in the terms. The terms emphasize that one should not treat things carelessly:
– But we have an opportunity to make an exception in a case like this. Solid has now approved this case, and we will review the terms together with the insurance company.
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– We have received good help
Stian emphasizes that the criticism is directed at the insurance company, and not Power. He has received good support from Power at Gran in this case, he points out:
– We are very satisfied with the service from Power at Gran. They have worked to help me against the insurance company. Now they have also given me a guarantee that I will get a new Ipad from them, but with a possible proviso that the insurance does not apply beyond.
He has never received any notice that the insurance does not apply to a number of repeated submissions. It is still worth it to have the insurance, the couple believes:
– As long as it covers injuries for two years, it is a point to have it. But there are a lot of challenges with arguing with the insurance company. We expect a high number of injuries, says Dyveke Othilie Jahrmann Miland.
– But is it reasonable that you can get a new Ipad an infinite number of times?
– Considering how the insurance is sold in, it can in principle be destroyed again and again. At the same time, it would not be so strange if the terms limited how many times you can use the insurance, says Stian.
But a number limitation can also be exploited by cynics by customers, and there may be a reason for not having such a grip on the terms, Røhr Staff points out.
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