​"know how" anything happens I claimed from a policy which I had held for 3 years. When I took the device in to the store the assistant told me that I would get a letter telling me that the device was not covered, but I needed to write and challenge it. The letter I received said I had been neglectful and misused the machine. I wrote pointing out that three years of paying a policy shows I was not neglecting it and that I had dropped a portable device which was not misuse. They paid out. When I went into the store to get my replacement the staff said that 'know how' hope that most people won't bother writing. What a rip off.