Geek squad playing about

tawanascott

Hi there, I was wondering if someone could help me out in regards to mobile insurance.

My boyfriend got an iphone 3gs on contract with geek squad insurance. Less than 24 hours later, he lost the phone in west end. It was in his front pocket.
About 20 mins after he lost it, we called the police, got a crime ref number and cancelled the sim as well as blocking the phone. The following day was sunday and he went straight to carphone warehouse to claim on his insurance as everything was done as stated on his contract. (that he must have a crime ref number, cancelled his sim and all this within 24hrs.)

The employee stated that his claim would have to be "defered" and that someone would contact him. Someone contacted him stating that they would call him another day and that the call duration would last 30mins. They called him today and claimed that they called the police and no crime had been reported. My boyf suspecting something, asked to be read the reference number that they had on their system. To this, the caller could not give read out the number and instead insisted on my boyf telling him it.

My boyfriend decided to trick him, and gave the number but change one to which the geek squad caller replied" yes that is the one we have here"

my boyf then revealed what he had done. Now they are asking him to send a picture of the trousers he wore on the day, along with the reference report which the police ought top send as well as the phone records for both him and me(mine is pay as you go)

surely they are just dragging this out as I cannot see how this is is going to result in him getting the phone again.

Are they correct in their investigations?