Vodafone insurance - a complete joke

Barney_Gumble

Alright folks, just posting my story here for anyone who is with vodafone. Any suggestions on what I should do, where else I can post this or where I've gone wrong on my behalf is very welcome. I have been very patient with them but I'm at the end of my tether.

My phone was stolen on the 2nd May 2010, I know it was stolen and not lost as some messages were sent from my phone to various people and not by myself. I registered my insurance claim the next morning and gave them details of my crime register within the next few days. After a reasonable amount of time (about a month and a half) I phoned to ask for an update of my claim. I was informed that they were waiting on 'third party information', I continued to phone quite regularly after that (maybe every 2 weeks) to continually be told the same thing. Eventually I spoke to a manager (late July) who said he would press this claim until something happens, again I was to be told they were waiting on 'third party information'.

I then registered a complaint on the 13th August Vodafone website (Vodafone1.doc), I was fobbed off with an email giving me £10 off my next bill (considering I had already paid £5 for each of the 3 months for insurance) but they could not help me with my claim. I continued to call and ask for updates again being told the same, waiting on 'third party information'. On the 22nd September I made a call but I had enough and asked for an address to register my complaint with the service (Vodafone2.doc). I was then fobbed off again with a letter on the 4th October (Vodafone letter.jpg) telling me, I had recovered my phone, despite the various calls and letter asking what was going on.

After this letter I phoned the detailed number and asked to continue my claim. I again waited a reasonable amount of time before phoning again, and once again I was told they were waiting on 'third part information'. I spoke to the claims department to further register my disappointment and the received a further letter on the 16th November (Vodafone Letter 2.jpg). To respond to this I emailed the address detailed in the letter on the 25th November (Vodafone phone insurance.rtf) to no response.

Today (14th december) I phoned determined to get something done about it and had it in my mind not to take no for an answer. It came to the end of the line and funnily enough her boss was off work, she phoned the claims department (who I was not allowed to speak to) and spoke to the head who will, maybe phone back today but there's no guarantee that he will tell me her anything else other than they're waiting on 'third party information'.






Main points I wish to raise are as follows:

• The claim was maid on 3rd May 2010, I am still to receive a replacement phone
• Vodafone have not been taking any responsibility for my claim, even though I am their client, I pay them for insurance and I feel I should be dealing with them directly.
• This is surely quite a standard claim, phone stolen, replacement phone given, why has it taken 8 months without action?
• I have been paying insurance all through my claim (about £40 and counting).
• What exactly is 'third party information' and why can't I be told who they are waiting on it from?
• I have done nothing but chase, chase, chase without getting any proper answers in return.
• I have been a customer of Vodafones for about 10 years and this is how I am treated. I have never claimed before.

Vodaphone1.doc

Dear Sir/Madam,

I’d like to register my disappointment in your insurance department after my phone was stolen. It was stolen in early May, longer than 3 months now and I still don’t have a replacement phone. I have pushed the issue several times in the 3 months, making at least 6 calls. All I was told was that they were waiting on ‘third party information’.

Eventually I spoke to a manager of the call centre insurance department, Andrew Wolley, who said he would chase this up for me. He did to start with but again all he could tell me was they were waiting on ‘third party information’. I do not know what the third party information could be or why it affects me and my phone. It has now been about a fortnight since his last call.

I am disappointed as I have been a costumer for not far short of 10 years, I have paid my bills with no hassle and have always been a good customer despite some poor moments on Vodafones behalf. I am questioning why I even took out insurance on my phone if this is the how the company conducts itself.

I would appreciate a response and letting me know what the issue is exactly and what is happening regarding the replacement phone.


Regards,
Barney Gumble

Vodaphone2.doc

22/09/10
Insurance Claim No. 4319466
Phone Number 07818456168

Dear Sir/Madam,

I’d like to register my disappointment in your insurance after my phone was stolen. It was stolen in early May, over 4 months ago and I still don’t have a replacement phone. I have pushed the issue several times in the 4 months, making various calls. All I have been told is they are waiting on ‘third party information’. I do not know what the third party information could be or why it affects me and my phone insurance.

I originally made the claim on the 3/5/10 and the claim was passed forward on the 7/5/10. I first phoned to ask what was happening on the 16/6/10 and then I was first told that it was waiting on third part information. I called regularly up for the next few months, including speaking to a manager, Andrew Wooley who despite trying could not get me any further. I also registered a complaint on the vodaphone website. Today (22/09/10) I phoned again and was given this address to send my complaint

I am disappointed as I have been a costumer for around 10 years, I have paid my bills with no hassle and have always been a good customer despite some dissapointing moments on Vodafones behalf. I have paid for insurance for all this time (including the last 4 months) and this is how the company conducts itself.

I would appreciate a response letting me know exactly what the issue is and what is happening regarding the replacement phone.

Regards,
Barney Gumble

Vodafone letter.jpg
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Vodafone letter 2.jpg
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Vodafone phone insurance.rtf

From: Barney Gumble
To:
Date: 25/11/2010 16:37
Subject: Vodafone phone insurance
Attachments: Vodaphone Letter 2.jpg

Sir,

I email you in response to your letter of the 16th November (attached) to further inquire why this process is taking so long. As the letter details my claim was made in may 2010, surely 7 months is more than enough time to conclude this small claim.

Is there a reason this has taken so long? Is there anything I can do to push the process through? I have been waiting on this new phone for a long time and still paying for insurance on a phone that I do not even have anymore.

I look forward to hearing your response in the near future.

Regards,
Barney

Guys_Dad

Have you not read the Vodafone complaints procedure?

http://www.vodafone.co.uk/vodafone-uk/about-this-site/terms-and-conditions/products-and-services/cover-me-phone-insurance/index.htm

ACE European Group Limited (‘the insurer’, ‘ACE’) will in return for your continued payment of the monthly premium, reimburse you and/or Vodafone Limited (‘Vodafone’) for the cost of repair or replacement of your mobile to the same specification, which may be by way of a refurbished mobile where your mobile has been damaged, lost or stolen during the period of insurance subject to the following definitions, exclusions and conditions. The insurer shall only be liable to pay one claim in any calendar month. Cover will only apply in respect of a mobile registered with Vodafone.

h. What to do if you’re not happy with us


ACE is dedicated to providing you with a high quality service, and wants to maintain this at all times. If you feel that ACE has not offered you a first class service or you wish to make an enquiry regarding this insurance, please contact Lifestyle Services Group Limited (LSG) who is the Administrator of the scheme on 0333 304 3346 or write to them at: Lifestyle Services Group Limited, PO Box 395, Crewe, CW1 6WT.

The Administrator will try to resolve your concerns within 24 hours. If this is not possible they will acknowledge your complaint within 5 working days of receipt and provide a response within 4 weeks.

If you are still not satisfied, please contact ACE directly by writing to: Vodafone Cover Me Coordinator, ACE European Group Ltd, 100 Leadenhall Street, London, EC3A 3BP. ACE is a member of the Financial Ombudsman Service (FOS) who can be approached for assistance should you remain dissatisfied. The FOS’s contact details are South Quay, 183 Marsh Wall, London, E14 9SR. Tel. 0300 123 9 123 e-mail: enquiries@financial-ombudsman.org.uk

Barney_Gumble

Cheers mate but thats who the letters and email were addressed to and who I got a reply from.

I've been reffering to ACE as vodafone as it's easier in my head that way. As far as I'm conserned it's Vodafone who use them and therefor get my abuse.

Guys_Dad

Yes, but you should have quoted the Vodafone complaints procedure and done as said

if you feel that ACE has not offered you a first class service or you wish to make an enquiry regarding this insurance, please contact Lifestyle Services Group Limited (LSG) who is the Administrator of the scheme on 0333 304 3346 or write to them at: Lifestyle Services Group Limited, PO Box 395, Crewe, CW1 6WT.

The Administrator will try to resolve your concerns within 24 hours. If this is not possible they will acknowledge your complaint within 5 working days of receipt and provide a response within 4 weeks.

Months ago you should have said something like "I note that under Vodafone Insurance t&c you have a complaints procedure and this letter should be considered as me evoking this procedure. Should you fail to comply with either stage of your written procedure, I will take this complaint directly to the Financial Ombudsman without further notification to yourselves, as advised in your guidelines"

In fact, I would contact the Financial Ombudsman now, quoting their guidelines and a brief version of your events to date.

Vodafone

Barney_Gumble wrote: »

Cheers mate but thats who the letters and email were addressed to and who I got a reply from.

I've been reffering to ACE as vodafone as it's easier in my head that way. As far as I'm conserned it's Vodafone who use them and therefor get my abuse.

Hi Barney Gumble,

I came across your post while doing my rounds on the external forums and reading through your case I must admit I'm more than concerned over the length of time this has been ongoing.

As a team with quite a good reputation on here, I'd like to offer some support so that we can either chase up the specific channels with our insurers for you directly or by at least finding out why there has been such an adverse delay.

I'd really appreciate it if you could use our contact Us form to get in touch. Pop 'WRT135' as the subject line as this will direct you straight to my specialist team. We'll do all we can to get this matter resolved as speedily as possible.

Kind regards,

Ben Haslehurst
Web Relations Team
Vodafone UK