Royal Bank of Scotland Royalites Gold Account Mobile Phone Insurance

ceevee

My iphone has been insured with my Royal Bank of Scotland Royalties Gold Account mobile phone insurance cover. On 2 February, the iphone fell out of my pocket when crossing a busy road. The iphone was run over by several cars and could not be used. I contacted RBS on the day of the incident to report the problem with the phone. I was told that they could not email a claim form to me and that they would send it out. One week later I had still not received the claim form. I contacted them on several occasions during the week. Finally a claim form was emailed out a week later on 9 February. The form was completed and faxed back immediately. Again I had to wait until I heard from them. I contacted them on several occasions but was told it was in the sytem. I was on holiday from 12 - 19 Feb and told them that I was going away and wanted to send the phone off for repair prior to this. This did not happen. On my return from holiday, I contacted them again and they confirmed that the phone could be sent to their repair clinic for assessment for repair. The phone was sent to them on Tuesday 22 February and I was promised a decision within 5 days. Today almost 1 month later, I contacted the Phone Clinic as I had heard nothing. They told me that the phone could not be repaired and this would be reported back to RBS. I contacted RBS on several occasions today about this and finally at 5.30pm was told that they had received the confirmation from the Fone Clinic that the phone could not be repaired. Instead of a replacement iphone, they offered me an alternative model of mobile phone or a voucher (value not disclosed) towards a new phone. I declined. I told them that I had insured my iphone in good faith with them and if it was deemed to be broken beyond repair then they should replace it with the same model of phone. They said that they could no longer offer any of their customers an iphone as Apple could no longer supply them with stock!!!!!! How many RBS customers think that their iphones are fully covered under the RBS Royalties Gold A/C mobile phone insurance? If I had known this, I would have insured my iphone with another insurance company. I have waited 1 month to be told this. 1 month without a phone handset. I have been a customer with RBS for over 50 years and I am really unhappy about this. I told the customer assistant that I did not want an alternative model of phone or a voucher and that I would be taking this further.
As iphones are now so popular, I am sure that many RBS Royalties Gold Customers whose iphones are on these insurance policies must be unaware of this. When mobile phones are insured with RBS, they have the details of the model and type of phone. If they are unable to replace iphones, they should let their customers know this so that they can make alternative arrangements for insurance cover.

hazelwoods

My iPhone was stolen in April last year.
I have RBS Home Insurance. I phoned them to ask if I was covered despite the fact that I hadn't told them I had an iPhone. I was told I would be covered but to phone the claims line on the Monday. I did so and was advised that they cannot get replacement iPhones so I needed to get a quote for a new one, then send them copies of my original receipt. This was sent Recorded Delivery so I could check that they had received the documents. I phoned that afternoon to ask what happens next. I suspect nothing had been done until then, but the gent I spoke to checked the details on the system. He said he had elevated it to the next stage. I phoned back 2 days later to find that it had been authorised and I'd receive a cheque within 10 days (minus £100 excess). I didn't want to wait that long and checked that it would be OK to go and buy a replacement and deposit the cheque when it arrived. I bought a new phone and was relieved that the cheque arrived a week later

I also have a Royalties Gold account, so asked about insurance via that account. They need to know that the phone is an iPhone but it is then covered. They would have done the same as the Home Insurance departments ie request copies of purchase receipts then send cheque when it had been authorised.

I'd advise phoning them back and asking to speak to a supervisor. As they cannot replace your iPhone with a new one request that they send you a cheque to enable you to go and replace it yourself. It should go through as easily as mine did.

Good luck.

Nostromo

I was thinking of using RBS Royalty Gold but will avoid now sounds like a rubbish service.

ceevee

I contacted RBS today and spoke to a customer assistant. They have offered me a cash settlement of £244 towards a new iphone and recommended that I contact 02 to see if they could offer me a reconditioned model. They said that the problem was with Apple who would no longer supply them with iphones. Spoke to very helpful customer assistant at 02who has organised a 'Category A' reconditioned iphone for me at a cost of £255. Very grateful to 02 for their help and can't wait to get my new iphone by the weekend.

alexmclay

This is the second time I have used their service, once for a minor holiday claim which was traumatic and after being burgled this weekend, a mobile phone claim. I phoned the company who now have the insurance contrat. (The previous company were kind enough to inform me who the new company was CCP. RBS had not informed me of this change.
The service from them was appalling promising a result in three weeks. The following from their e mail is I feel quite sad and people should realise before they join RBS Gold.




Wewill reply to your correspondence within 5 working days. Please be assured thatwe are doing everything in our power to process claims as quickly as possible. Weaim to work claims in date order of when they were received, whether bytelephone, letter, fax or email.
Oncewe have reviewed your claim, we will contact you by telephone or email. Claims which are approved will require an excess payment.

IPhoneclaims only:

Dueto a general shortage of both new and refurbished iPhones in the UK, CPP areexperiencing difficulties in replacing some models, especially those that areno longer stocked or sold by Apple.

Inthese cases, CPP is not always able to fulfil mobile phone insurance claimswith an identical replacement iPhone handset. In these instancescustomers are offered a replacement device of comparable specification (e.g.Blackberry or Android ). If this is not suitable, a cash settlement, the valueof which may be offered at the insurers discretion.

Claimswill be paid up to the maximum cover limit and will depend on the value ofcustomers original handset. For old mobile models, the cash settlement value isequal to the price that customers would need to pay for a refurbished versionof their original handset if they were to go direct to the Apple Store.

CPPhave plans in place to increase the number of replacement iPhone handsets instock but it will take time to build stock due to current supply shortages.

Basically, even though you had an I phone and insured with us, you will get what we give you.

Do not join RBS Royalties!