Nat West Mobile Phone Insurance problems

Walter_Rooner

I have got "free" mobile phone insurance as part of my Nat West Private account.
I recently left my iPhone on the roof of my car. I realised after a couple of miles - went back along the route and found that it had been run over a number of times and not only is the battery now flat, but all the electronics around it too and screen non existent.
I contacted Nat West mobile phone insurance ( I had already registered my iPhone with them) and said I was checking that something as stupid as leaving your phone on the roof of your car is covered.
The person at the other end said "You're not the first today! Yes you can put a claim in". SO I did.
A week later I got a call from Natest Insurance telling me that they would not consider the claim because I had not taken due care and attention ! and in the small print (she says) it says the policy does not cover phones left on car roofs, bonnets and boots.
( I can't find the policy doc but will request a copy to make sure!)

Now, an accident in my mind is when you do something daft.
Dropping it down the toliet whilst lifting up the toilet seat may well come under the No due care and attention !

So why didn't they simply tell me that when I first enquired as to whether such a daft thing to do was covered.

I don't know now whether to just forget it or pursue it.
Any ideas anyone?

Oscar_The_Grouch

Hi there

Unless they specificially exclude "leaving your phone on the roof" and (as this is an unusual exclusion) draw your attention to it in their paperwork, they cannot exclude your claim.

All policies have the "due care and attention" clause. There are numerous rulings by the Financial Ombudsman Service that say this clause can only be used where the policyholder "was aware that there was a risk and did nothing to prevent it". In your case, you were not aware that you had left your phone on the car roof until a couple of miles down the road and then, having realised your mistake YOU TOOK ACTION and returned to find it. You were not careless; you were forgetful. There is no "forgetful exclusion" in ANY insurance policy.

Phone Nat West back and tell them you want them to send you "a final response letter setting out exactly why your claim has been declined as you intend to refer the matter to the Financial Ombudsman Service". If they try to wriggle out of it, tell them that you are "not satisfied with their decision on the claim and in accordance with FSA Regulations you are giving them 8 weeks notice of your intention to refer the matter to the FOS".

Essentially, what you are doing is registering a complaint. This is the first stage. They have 8 weeks to investigate and make a final decision on the claim (nothing you can do about that - they can wait 39 days and then accept your claim if they want). Within that time, they either have to accept your claim, send you a letter confirming why they are declining the claim and that it is their "final decision" or ignore you. Unless they accept the claim, either on receipt of their letter or once 8 weeks have passed, you can refer the matter to the FOS.

PM me if you need any help with this.