Lifestyle services group Mobile insurance query!

ineedsomeinfo

Hi there i'm needing some advice. I recently got my c905 stolen and claimed my insurance (Lifestyle services group) and got a replacement sent out. When i receieved it, i noticed it was a reconditioned mobile and when i went to use it, i found out it was faulty. After sending the faulty phone back i was made to wait for over a week and was given excuses why it was taking this long. I eventually after many calls to the company recieved a replacement phone this morning which was also reconditioned and guess what?also faulty! Now is it my right to refuse to accept another replacement mobile from this company and ask for a cheque or some sort of voucher of the amount of the phone so i can buy a replacement phone myself from a shop? Since the items they have sent me have not been fit for purpose? Can someone please help if possible. Thank You!

insurancegirl

I would check your terms and conditions if i were you, you will find the following statements in most of the policy documents where they use the word 'replacement' instead of 'new' phones, which covers them.

We may settle a claim for the registered phone by replacing it, by
repairing it, or cash settlement at our discretion. We will advise you

of the method of settlement at the time your claim is authorised.
The settlement we offer for the phone will be based on the current
market value of the registered phone or one of similar specification
and functionality (where the phone is no longer available on the
general market).
Replacement phones and accessories will come from available
stock. If the same model is not available, the replacement will be of

a similar specification and quality, which will be determined by us.

Kavanne

OP, how long did it take between sending the claim form off to hearing back from them? I sent my claim form off (recorded!!) last Thurs.

parallax_20

Sorry this all sounds a little odd to me. Insurance is suppose to cover the cost of a new replacement if your old one is lost or stolen. It shouldn't be to replaced the item with a reconditioned one. You wouldn't expect it with car or home insurance, so it doesn't make sense to accept it in this instance.

I would personally refuse the handset and request for them to send out either a new phone or a cheque for the market value of a new C905 for you to source yourself.

Don't accept anything less.

I wonder what they mean by "replacements from stock" ? they provide insurance solutions, so I wonder where they get their reconditioned handsets from?

I'm glad I only have it as an additional benefit with Barclays, otherwise I would look elsewhere for separate mobile cover.

Buzby

The policy will only cover a 'new' replacement IF this is specifically stated - most only offer a replacement service, which will be with a wite-box refurbished model which SHOULD be 'as new' and not exhibit any faults.

parallax_20

I would still not be happy with it, unless the phone was better than the one it replaces. I'm dreading what crappy phone they would replace my smartphone with in a claim. The phone was worth £500 a couple of years ago, but now probably not worth as much now, but I would not be too pleased about receiving a crappy £30 phone just because of its current market value. I would fight for a phone of equal functionality as a bare minimum.

Fingers crossed I never have to make a claim. The thought sends shivers down my spine!

Kavanne

just received my 'claim PROVISIONALLY accepted letter' now send us your phone. wish me luck...

I currently have a Sony P1i which is touchscreen. If they send me anything that isn't touch screen as a replacement I will be VERY angry.

Kavanne

I was told by LSG that I would only be charged my £30 excess if my claim was accepted but I have checked my CC and it was taken on 11th May!! I only sent my phone to them on 12th May so how is this possible?! I've had no confirmation my claim has been accepted so I am a bit peeved. Anyone else had experience with this?

If they reject my claim can I get my money back? Aaaaah!

parallax_20

Kavanne wrote: »

just received my 'claim PROVISIONALLY accepted letter' now send us your phone. wish me luck...

I currently have a Sony P1i which is touchscreen. If they send me anything that isn't touch screen as a replacement I will be VERY angry.

Are you sure the amount is shown as cleared, rather than awaiting authorisation? As sometimes companies like to put a hold on an amount to later be confirmed. I suspect this is whats happened. Its not good though as it's still counts towards you credit limit whilst its on hold.

If they've provisionally accepted then that's normally as good as being accepted. The only exception is if they didn't receive the handset then a credit would be returned for the £30.

I have no first hand experience with dealing with them, but this is how I would imagine they work.

Are you sending the phone to them for repair?

Kavanne

parallax_20 wrote: »

Are you sending the phone to them for repair?

They said I have sent their phone to a 'service centre'. So I guess someone might try for 10 mins to fix it, then give up and replace it? I am not sure how long they will try to fix it for before it becomes more economical to replace!

ineedsomeinfo

Hi there,
Just to let you all know i demanded and have been given a full refund of £372.72 for my C905 and i also demanded my £25 excess back and guess what i got it. This company is a joke. Customer service is a joke. The only one's that actually helped where the customer relations department. SO i advise you to ask for them as soon as you get to speak to someone.