Offered compensation for an admin error


I recently made a claim on my home insurance for the first time ever because of damage to my mobile phone.

When I signed for the insurance I was told that the excess was £50 (I made detailed notes at the time and it also says £50 in my contract). However, I was told that I had to pay £250 excess. After arguing for fifteen minutes I paid £250 and made a complaint. I recently received a telephone call from a complaints officer saying I was correct and they refunded £200. That was the end of it as far as I was concerned.

I have now received a telephone call and they have offered me £100 compensation for my inconvenience. They have asked me if I wish to accept it or whether I would like to make them an offer -implying that they may be willing to offer more.

I was not expecting this so said I would think about it overnight. I think £100 is reasonable, however I also know that if I provided them with wrong information then I would probably suffer more than this.

I would be interested to hear from anyone else who has had a similar experience. Did you receive compensation and was is a reasonable amount? I don’t want to be greedy, however I also don’t want to be generous either. What is fair?


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