Fonesafe insurance claim

m0t

I have just got back from a skiing holiday where I lost my phone and I am a bit concerned about the horror stories I have found about Fonesafe insurance claims.

I was sat in a gondola (enclosed ski lift = small cable car) when I took my phone out to send a message. As I took it out the gondola went through a support pylon and jolted heavily causing the phone to fall out of my hand. The phone then slid across the floor and out of a small hole in the side (which wasn't visible from my position), it fell about 10m into waist deep snow and I wasn't able to find it when I went looking for it.

I thought insurance was meant to cover eventualities like this, but I am worried they may accuse me of not taking reasonable care. If they pull this line is there anything that I can do?

chadwicksmith

You lost your handset so you are covered, just remember when you last used your mobile to call or txt and write it down somewhere as they will ask you during the claim process

All you need to say is that the mobile was in your posession before it was lost, only you use it

Have you reported it to tmobile so they can block your sim? You only have a certain time from when you lost your phone to making the claim..

jennyfive

I would advise you do a very very thorough read through of your contract with them and apply your situation to every part of it. From my personal experience they WILL look for any loophole to get out of paying up but if you can identify these loopholes you can hopefully avoid them.

One thing to watch - as the previous poster said, you need to contact T-Mobile. You also might need to contact the police, even though it's just lost. There's usually a time limit on that too (I've heard 24 hours or thereabouts). If you don't, that's another loophole they might use.

My first contract phone was insured with them... the phone was genuinely stolen, they refused to pay up. I am rather cynical about the company (and of mobile insurance in general) as you can probably gather. I really hope you are successful though.

m0t

My problem is that I took out the insurance years ago and can't find any of the documents, I changed the policy to my new phone in November and they didn't send me anything.

The phone was reported to T-Mobile, Fonesafe and the French police on the same day, although the French police were not interested (Fonesafe said that was ok).

jennyfive

I've found a couple of Fonesafe PDFs on the T-Mobile website that seem to detail the terms, hopefully they will help. Again, I'm hoping I'm just being overly cautious.

Fonesafe Policy Summary

Fonesafe Leaflet

m0t

Phoned them up and explained exactly what happened and my claim was approved over the phone, whole thing took 12 minutes.

So far so good, just hope I get sent the right phone!

Thanks for the advice everyone.

m0t

Well it couldn't go according to plan could it? Phoned them up today when the phone hadn't arrived to be told that they didn't have any of my phone and couldn't get any (despite it still being sold by lots of mobile companies).

I was offered a different phone which was not as good as mine and didn't have the feature I got mine for. There was no other choice.

Eventually they agreed to pay the replacement cost into my bank account but it will take 10 days and I obviously have to now source a phone myself.