Mobile Insurance Rejecting Lost Phone Claim

rdbay

I have unfortunately lost my mobile phone abroad about one month ago. As I realised that I lost it almost immediately I called my provider to block the phone and wipe all data from it. Job done on the spot.

When I returned home to the UK, I filed my claim through Life Style Group, the provider chosen by my bank (I have a bank account with benefits) but have seen my application rejected because I haven't registered my phone 15 days before the incident.

It should be noted that:

1. I have an ongoing pay monthly contract, with all possible proofs of ownership

2. I have paid my premium through the bank account for many years, and money has just been withdrawn for October, despite this deadlock

3. There are no other objections to my claim other than what I mentioned above


Has anyone experienced anything similar? What are the consumer's rights in such a case?

Thanks

rdbay

zppp

rdbay wrote: »

I have unfortunately lost my mobile phone abroad about one month ago. As I realised that I lost it almost immediately I called my provider to block the phone and wipe all data from it. Job done on the spot.

When I returned home to the UK, I filed my claim through Life Style Group, the provider chosen by my bank (I have a bank account with benefits) but have seen my application rejected because I haven't registered my phone 15 days before the incident.

It should be noted that:

1. I have an ongoing pay monthly contract, with all possible proofs of ownership

2. I have paid my premium through the bank account for many years, and money has just been withdrawn for October, despite this deadlock

3. There are no other objections to my claim other than what I mentioned above


Has anyone experienced anything similar? What are the consumer's rights in such a case?

Thanks

rdbay

Unfortunately, you have to register the IMEI number from your handset, and there is a wait period of 14 days where you cannot make a claim. Once you have registered they normally send a certificate of insurance. Because you have not done this, your claim will be invalid I'm afraid.

Did you have travel insurance you can claim on?

rdbay

I understand that I had to register the IMEI and that I missed this detail, but there are other details proving that this is MY mobile phone and that I used it until lost.

Furthermore I had paid a policy, and I doubt that any FSA regulated organisation is in the position of collecting money from a policyholder knowing that they won't be willing to pay in cases like this. For example, now I have no mobile phone (lost) but am still being charged. This is almost fraud.

iamana1ias

Fraud????!!! It's your fault you weren't covered!

Money_Grabber13579

rdbay wrote: »

I understand that I had to register the IMEI and that I missed this detail, but there are other details proving that this is MY mobile phone and that I used it until lost.

Furthermore I had paid a policy, and I doubt that any FSA regulated organisation is in the position of collecting money from a policyholder knowing that they won't be willing to pay in cases like this. For example, now I have no mobile phone (lost) but am still being charged. This is almost fraud.

I'm afraid it's a common fact that insurance companies will look for any detail that will get them out of paying. The fact you didn't adhere strictly to the terms and conditions means that you have given them that escape clause.

robbies_gal

does this go with all insurance

sorry to hijack the thread i took out insurance via phones4u theyve taken out a monthly payment but i havent received a certificate from them or a policy

DUTR

rdbay wrote: »

I understand that I had to register the IMEI and that I missed this detail, but there are other details proving that this is MY mobile phone and that I used it until lost.

Furthermore I had paid a policy, and I doubt that any FSA regulated organisation is in the position of collecting money from a policyholder knowing that they won't be willing to pay in cases like this. For example, now I have no mobile phone (lost) but am still being charged. This is almost fraud.

Not a fan of current account with 'benefits' , as you have discovered (like others have said) they will do anything to get out of a valid claim, perhaps even if you did submit the IMEI, they probably would have said you didn't use blank ink on the form, at best you maybe able to get a refund on the premium (as they are taking money for insurance that does not exist) .

Guys_Dad

rdbay wrote: »

I understand that I had to register the IMEI and that I missed this detail, but there are other details proving that this is MY mobile phone and that I used it until lost.

Furthermore I had paid a policy, and I doubt that any FSA regulated organisation is in the position of collecting money from a policyholder knowing that they won't be willing to pay in cases like this. For example, now I have no mobile phone (lost) but am still being charged. This is almost fraud.

I have two active handsets and another PAYG as a spare. If I didn't register the IMEI number, then I could submit a claim on any of the 3 couldn't I? E

If you don't register the IMEI, then how could the insurance company get it blocked and how could they verify it was the phone you insured?

rdbay

gabbyevs wrote: »

does this go with all insurance

sorry to hijack the thread i took out insurance via phones4u theyve taken out a monthly payment but i havent received a certificate from them or a policy

This is exactly my point. It would be as if your car insurance takes money and then, when bad luck struck, they say: sorry, you didn't provide your car registration or your driving licence number. They are regulated by the FSA, I will challenge them - and the bank who sells these policies on this point. It can't be considered fair and honest.

rdbay

DUTR wrote: »

Not a fan of current account with 'benefits' , as you have discovered (like others have said) they will do anything to get out of a valid claim, perhaps even if you did submit the IMEI, they probably would have said you didn't use blank ink on the form, at best you maybe able to get a refund on the premium (as they are taking money for insurance that does not exist) .

Is it legal to collect money with the clear perspective that no service will be provided? I doubt it.

rdbay

Guys_Dad wrote: »

I have two active handsets and another PAYG as a spare. If I didn't register the IMEI number, then I could submit a claim on any of the 3 couldn't I? E

If you don't register the IMEI, then how could the insurance company get it blocked and how could they verify it was the phone you insured?

So, if they can't be sure, why do they accept money well knowing that they are unwilling to fulfil their obligations under the terms of the policy?

Anyone with a law background in the group?