LLOYDS TSB Mobile Phone Insurance

Mutleyding

I dropped my iphone in some water 2 weeks ago and luckily I was insured through LSG insurance which is provided by my bank account. everything seemed to be running smoothly and they authorised my claim and took the excess payment out of my account.
I had to wait a while to recieve my phone back and this morning it arrived.... I was very excited to recieved my phone back only to open the box and discover....
*the phone was not actually my phone
* it was not an new replacements i was told would happen if my phone was unrepairable
* it is locked to the vodafone network when I am actually on 3 and all the paperwork says so
*the screen is cracked and scrached
* the back has a huge scratch down it
* generally the phone is in a state

I called them to complain and was told by a snotty lady she couldnt see the problem and it was a like for like service and I had my phone back.... she couldnt understand that I couldnt even use it if I wanted to!
Now they are going to send me a repair form and look at repairing it again and maybe sort out the problem!!

I am disgusted with this and once my claim is sorted I will be cancelling this policy with my bank as I no longer require this..
Can anyone tell me where I stand on ths matter?

Bingolingo

Shocking - maybe they sent you the wrong phone? Did you get a letter explaining what had been done e.g. repair of x part and y part, replacement of z part or that you were being given a replacement.

If you were to be given a replacement then, if it is like for like, it may be in the terms that you would not get a new replacement. However, a replacement with excessive cosmetic damage would probably not be acceptable. Given that you can't use the phone anyway because of the sim lock that is, without doubt, evidence the insurer has not fully complied with the terms.

Call them again and maybe you'll speak to someone else who's more helpful. If not, then ask about their formal complaints procedure and follow it. Take pictures, write notes about phone calls and record any reasonable expenses you incur (from now) while you wait for a better repair or replacement.

Mutleyding

No I havent recieved or even been told anything about what they have done just the fact that they have probably changed the motherboard!! I did ask if it was the wrong phone and why on a different network and they couldnt help!
I called again and was told by someone a little bit more helpful that they would accept the phone back at my expense and it would take around 13 days to resolve and get the problem sorted although they couldnt guareentee that they would sort out the cosmetic damage as it was a "working phone", one of the cosmetic damages is the screen has a chip in which would crack across the screen if dropped!

Has anyone some advice on how I can go about complaining for this and going through the complaints procedure? my original phone was only 6 months old and in excellent condition and still under apple warrently.. part of me now thinks i should have just paid apple to fix it!

Is it worth complaining to my bank also as i pay them for the service even though they give it to a 3rd party?

Also i have seen recently in the newspaper someone who had the same troubles as me, how can i make my insurance company aware I am not going to accept this whatever they think?

Exhortation

I would ring them back and insist on speaking to a manager / team leader. The key to getting anywhere, however, is to remain calm and explain the situation as comprehensively as possible. If you get agressive with the person on the other end of the phone then all that will happen is that a defensive wall will go up and you'll get nowhere.