Carphone Warehouse didn't transfer my insurance

nsherbert

Hi,

I've had a look through the forum and couldn't find anything on this, but I'm sorry if I'm repeating something that's already been said.

I've been a Carphone Warehouse customer for 6 years, with the same phone number. When I purchased my first phone (then on T-mobile) I took out the lifeline insurance (cuz I'm generally an easy sell!)

Last June (20th to be exact) I decided to get an iPhone. Again, I did this with CPW, and cancelled my T-mobile account. I was told my insurance would be transferred to my new phone. No worries I thought.

Anyway, last month I was in Bali and I got caught in a monsoon. Cue water damage to phone, and a screen that is no longer usuable. No problem I figured - I'll just go to CPW when I get back and get it fixed/replaced. WRONG!

I went into a CPW store in Cambridge yetserday and was informed by a very unhelpful member of staff that the insurance was only for my T-mobile contract. I explained what I'd been told before. He said "well, whatever, you're not covered."

So today I phoned up lifeline insurance and they confirmed that there was nothing they could do because the insurance was on my T-mobile phone.

I've get the same number and all the account details have never changed, so I'm not sure why the insurance wasn't transferred. Annoyingly, I've been paying 16 pounds a quarter for the last year on insurance which, as the chap from lifeline put it, is "invalid". Surely this was misrepresentation/mis-selling of insurance?

Has anyone else encountered anything like this before? Or know what I can do to either get my phone fixed/replaced (it is still under 12 months old)? Or if I should be entitled to a full refund of the insurance?

Thanks for any help you can give!

MissKeith

Who told you the insurance would be transferred? The only time you can transfer polices is when you're upgrading as the insurance covers the sim too (the unauthorised calls cover) and there's nothing to stop you from taking two contracts simultaneously, the system wouldn't pick up that you'd cancelled your T-mobile contract and ported your number as that part is all done on the networks end.

You need to get in contact with the team who's rep told you that the cover would be transferred. If it was over the phone, you should get the phone call reviewed. In a store it could be more difficult as it's your word against theirs. I'd speak to their manager and explain that a mistake has clearly been made and it needs to be amended.