Insurance2go have declined my claim!!!

*Kat*

I "lost" my phone last saturday night in a bar. My bag was on the floor under my chair.

I called the police on sunday and said I had lost it. I also told them that someone had text from my mobile to a friends phone. She then said that because of this it was "theft" and not "loss".

I called Insurance2go and told them that.

Filled out the form and it's been declined because it wasn't on my person?! !!!!!!.

!!!!!! !!!!!! !!!!!!. Is there anything I can do? Originally I thought it might have fallen out of my bag or my coat pocket


The T&C state that "Theft or loss of the telephone will unattended in a public place or a place to which the public has regular access" but I never left my bag unattended...Nothing else was taken from my bag either. !!!!!!. I am so angry.

vaio

I'd say a bag on the floor under the chair you are sitting on is not unattended and so they should pay

*Kat*

Should I call them? Or write to tehm?

Quentin

Write, keep a copy and send it recorded delivery.

*Kat*

What should I say?

Quentin

That you wish to appeal their decision on the grounds that you did comply with the policy, and also that the policy does not state you must keep the phone on your person.

Then if this fails you will get to see their reason, and if you feel you have a case can pursue the matter via their complaints procedure and on to the ombudsman if necessary.

vaio

Assuming you are covered for loss then I think I’d go down the route that because you bag was never left unattended (and nothing else was taken) then it wasn’t stolen so must have fallen out un-noticed.

Subsequent to that loss it’s been picked up by someone who has kept it hence the stolen report from the police.

Post a link to the T&C so we can see exactly what they say before you do anything.

magpiecottage

Quentin wrote: »

Write, keep a copy and send it recorded delivery.

No need to use recorded delivery. Get proof of posting (free from Post Office). If you have to go to FOS it will be treated as being delivered two working days later. They then have eight weeks to get a reply to you (the holidays are included in this).

However, if you can e-mail or fax it before 5 pm, keep the receipt and it will be treated as arriving today.

*Kat*

https://vault2.secured-url.com/i2g_insurance/docs/insurance2go_inc%20loss_cust%20cert_Aug%2009_v7.pdf

there's a link to the terms and conditions, and that was my point that I think it just fell out of my bag/coat when I left and then someone has picked it up. I don't believe that someone actualyl went into my bag because they woudl've taken my Louis Vuitton or the money/cards out of my wallet