Phone insurance - no certificate yet but phone has been stolen

soteman

Hi everyone,

My girlfriend's phone has just been stolen from her and I am just wondering about the insurance for it. It is only 3 weeks old from onestopphoneshop (part of Carphone Warehouse), and as part of the purchasing, you automatically get 1 months free insurance with Aviva and then it automatically renews unless you cancel it.

We haven't cancelled it although we also haven't yet been sent a certificate. It is detailed as being ordered on the order form from onestop that came through with the phone though. Surely it will still be covered by them?

Cheers for any advice

dacouch

How was the phone stolen?

soteman

Taken from a zipped up handbag whilst out shopping.

thesim

Not too sure on whether it will or not, I've never had mobile insurance, but I would say give the customer services team a call and request new documents if you havent recieved any by now

mluton

How soon did you report it to the police, provider and the insurance company ?

Some say it has to be within the first 48 hours.

soteman

It only happened last night at about 7pm, and police/network provider were told within 2 hours of it happening. And the insurance was shut but am calling the this morning so definitely within the time frame.

mluton

You should be fine, they will more than likely just ask for the police ref and sort the claim out for you.

Only worry is that the insurance company may have a limit on a claim. i.e. £250, and the phones you had might be more expensive, but speak to them and see what they say.

Your OH might have to do the talking though as she is the policy holder.

soteman

Well my OH just phoned them and they didn't even query us not having been sent the certificate so it must have been set up at their end in any case. Their limit is £450 for a claim so should be ok. It does say that they may issue you with a replacement phone from their available stock that is a different model with different features and functions and it could be refurbished. Obviously we have the first months insurance free so I hadn't really checked the t&c before, but how likely am I to end up with a refurbished brick under this condition? The phone was a 3 week old Samsung Jet which is one of their new higher spec phones so surely they have some obligation to replace at the same level, else what is the point of the insurance if they can give me the cheapest phone they have in stock?

MoscowFlyer

Insurers on the whole only issue certificates of insurance for compulsory insurances such as motor and Employers Liability, it isn't the be all and end all of proof of cover. They should be able to offer a like for like replacement as long as there's not a huge shortage like there was with the iPhone when it was first released.

mluton

soteman wrote: »

Well my OH just phoned them and they didn't even query us not having been sent the certificate so it must have been set up at their end in any case. Their limit is £450 for a claim so should be ok. It does say that they may issue you with a replacement phone from their available stock that is a different model with different features and functions and it could be refurbished. Obviously we have the first months insurance free so I hadn't really checked the t&c before, but how likely am I to end up with a refurbished brick under this condition? The phone was a 3 week old Samsung Jet which is one of their new higher spec phones so surely they have some obligation to replace at the same level, else what is the point of the insurance if they can give me the cheapest phone they have in stock?

You will more than likely get the same phone new or refurbished or even a phone voucher up to their £450 max value.

They state things like this incase the phone is no longer available.

Only time I have recieved a phone insurance cert is with barclays additions and the phone care from the account.