So angry with T-Mobile's insurance provider

topaz1976

i have had insurance for my phone for about 8 years and successfully claimed 3 times - although the last claim was about 5 years ago. If you have changed your phone then you need to contact the insurer to let them know the new details to transfer the insurance to the new phone as you would with a car. If you don't do this then I don't think will not have cover on your new phone - my insurance stated this in the T&Cs and welcome pack. Your network provider may know if you have insurance but they would not have access to the policy and would not be prevvie to any changes made.

sporedude

Dazzman wrote: »

I have been a contract customer of T-Mobile for about 20 years and have generally been happy with them. I recently upgraded my handset to the LG Secret. The upgrade department suggested insurance and, as this is a top of the range 'phone, I agreed. The terms and conditions were clearly explained to me, so all was well.

Yesterday I spilt a cup of coffee all over my desk and 'phone (clumsy, I know) and it is as dead as a doornail. I tried calling Fonesafe to make a claim and they said they only had details of my old handset and I couldn't make a claim on the new one. I then rang T-Mobile and they said I WAS insured. Someone is clearly lying and I am stuck in the middle

Only Fonesafe have access to your insurance details, T-mobile do not. If they only have your old handset details then your screwed.

Cerenia

When you upgrade (change phone), I know in store that it prints off a "Change of IMEI" form, for the customer to sign and we fax it off, although I prefer to call up there and then while customer is still in store and make sure its done in person - I don't trust fax machines. I have no idea how it works over the phone, but I just assume that they should ask you to call Fonesafe to notify them

Brynni

My mobile was insured with FONESURE.

My advice is don't insure with them.

If you damage your phone, you have to send for a claim form. Once received you have to fill in a lengthy form giving details of the circumstances. They request as much information as you can provide as this will help them decide the outcome.

Once sent you have to wait for confirmation that you are covered. We never got to this point as after two weeks I had given up and upgraded my phone instead (I reckon they expect you to do this)

If they had got back to me I would have had to then send £25.00 to proceed further and send my phone to be examined. On examining the phone they decide whether it will be repaired or replaced. I would reckon on average it must take approx one month to get your phone back, either repaired or replaced.

Other policies I am told, providing you are covered, send a new phone within 24 hours and you package your damaged phone up and hand to the courier.

So go with someone other than Fonesure.:rolleyes:

st_2001

T-Mobile is a good company. But they are making a huge mistake associating themselves with Fonesafe, as their insurance providers. I had my handset stolen at a bar 2 months ago, and Fonesafe informed me that they have rejected my claim, because the handset was stolen at a time when the bar was very busy. Apparently when your property is stolen at a busy place, you have failed to take the necessary pre-cautions, and thus Fonesafe's insurance policy does not cover this case.

In my experience, unless you are stolen at a gunpoint, Fonesafe is not prepared to cover your claim, which is not what you agree for when you enter into an insurance policy against theft.

Fonesafe are a short-sighted insurance company, which will use any ridiculous ground/excuse to get out of their policy obligations. My advice is for your to avoid contracting with them by all means

St

e2011

I WISH i had read the reviews before getting this insurance.
Turns out this insurance company are AWFUL.

Firstly I dropped my phone and was sent mine back 'repaired' (took weeks and weeks and weeks). Then I noticed the camera wasn't working properly and went to Apple store who told me a piece was physically missing from the phone. I phoned up and sent my phone back. In the middle of all this I knocked my phone and made a very very very superificial scratch. Fone sure then said there was nothing they would do unless I put in another claim because of the scratch and told me that me scratching the phone must have caused it the camera to stop working. I then had my broken phone sent back to me as I refused to put in another claim.

Quite a few months later I had my phone stolen. I waited almost 3 weeks with numerous phone calls to find out what was going on. They basically said as no one physically threatened me it was classed as lost and I wasn't covered for this (turns out you have to pay an extra £1 a month to get this which I wasn't aware of when taking out the insurance). Despite having a crime reference number and all the documents they were looking for.

I am LIVID.

1. Awful customer service. Takes ages to speak to anyone and costs a fortune.
2. They take AGES to get back to you. I mean weeks and weeks and weeks.
3. They have more get out clauses than... Well they have A LOT.

If you have a pricey phone just don't go with this company, they aren't worth it in the slightest. I hope they go bust very very soon.

e2011

Amanda, how did you appeal and how long did it take?