Vodafone Cover Me Insurance

WillPS

Since I took my account with Vodafone a year ago, I've paid monthly for CoverMe insurance. I would have cancelled - because I know that there's better third party offers, but the salesman at the time told me I'd be able to sort out any problems over the counter at the Vodafone Store, and if lost or stolen I could have the phone replaced there and then.

I lost my phone (a Vodafone v1415 - Vodafone branded HTC Vox) a couple of weeks ago, so I headed to the Vodafone store, and had my claim accepted. As a replacement I was offered a Nokia E51 (I think), a couple of BlackBerrys or a Palm Treo Pro.

Since the phone I lost was a Windows Mobile-powered device with a keyboard, the only appropriate replacement was the Palm, so I chose that. The store assistant then got one from the back, and rang Cover Me to authorise it. They told him that I couldn't take one from the shop, and that I must have one sent to me. So I went home and waited for the phone to be delivered.

Two days later and with no phone, I rang the Cover Me insurance number to see what was happening. It turns out that they don't have stock of the device, and I had been placed on a waiting list. I was told that I couldn't get the handset from a shop (even though all 3 of the stores I've visited have "plenty" of stock) and that they could not estimate when the phone will be back in stock again.

The only alternative I was offered was of the previous 3 other choices, none of which match the specifications of the insured phone!!

Here I am, two weeks later with no phone and a £25 excess to pay - I'm absolutely livid. The insurance people are saying that it's Vodafone's fault and Vodafone are saying that it's the insurance's fault - what the bloody hell should I do?

Is there an underwriter I can talk to?

dogbot

Not that this helps, but in my experience no one who works in a mobile phone shop should be trusted!!

I assume you have some sort of documentation for the policy? In there will be listed a complaints proceedure. Follow that? That said, see bellow:

The insurance is underwritten by ACE European Group Limited but adminstered by Marsh, who are one of the big 3-4 global insurance brokers and service providers.

Have a good read of this:

http://online.vodafone.co.uk/dispatch/Portal/appmanager/vodafone/wrp?_nfpb=true&_pageLabel=template11&pageID=PTC_0110

What to do if you’re not happy with us

ACE is dedicated to providing you with a high quality service, and wants to maintain this at all times. If you feel that ACE has not offered you a first class service or you wish to make an enquiry regarding this insurance, please contact Marsh Ltd, who is the Administrator of the scheme on 0870 333 8954* or write to them at:
Marsh Limited, Vodafone Cover Me Scheme, PO Box 7135, Witham, Essex, CM8 2WF
The Administrator will try to resolve your concerns within 24 hours. If this is not possible they will acknowledge your complaint within 5 working days of receipt and provide a response within 4 weeks.
If you are still not satisfied, please contact ACE by writing to: Vodafone Cover Me Coordinator, ACE European Group Ltd 100 Leadenhall Street, London EC3A 3BP
ACE is a member of the Financial Ombudsman Service (the FOS) who can be approached for assistance should you remain dissatisfied. The FOS’s contact details are South Quay, 183 Marsh Wall, London, E14 9SR. Tel. 0845 080 1800** e-mail: [EMAIL="enquiries@financial-ombudsman.org.uk"]enquiries@financial-ombudsman.org.uk[/EMAIL]

Good luck.