Vodafone insurance - FAO Jenny - Further detail

bill1980

Hi, just after some advice on this one.

I attended a local Vodafone store to report accidental damage to my phone. Long story short but the usb was loose and the screen has been badly scratched.

Spoke with the staff who said there should be no problems and it was also recorded on the notes. On top of this I spoke to a representative from the insurance company detailing each fault and they said that it was all fine and that it wasnt a problem. So at this point I was happy with the service.

I had a text today to say my phone was in store. When I picked it up I noticed that the screen had not been fixed. The store were quite surprised and called the insurance company. It was explained to me that it wasnt fixed because a scratch to the screen is cosmetic and not covered!

Myself and the manager looked through the policy and it does say that scratches and chips to paintwork is not covered which I fully understand however a screen is a main function of the phone and not cosmetic. The damage was accidental and obviously there is damage so I cant understand as to why im not covered.

I have been totally honest and fair in this claim not like some people but just feel that I havnt been treated fairly and wondered if I had any grounds for complaints. I looked for an email address for the insurance company but it just says write a letter as I have already phoned them

Thanks

Bill

Vodafone

Hi Bill,

I’m disappointed to see what’s happened here and I can understand why you’re feeling so frustrated.

The manufacturers warranty covers manufacturing faults only, however the insurance covers accidental damage so I’m not sure what’s happened.

If you’d like to email us via Web Relations Team we’ll be happy to look into this for you.

(When contacting, please quote the code WRT135 in the subject line. In the main message body, please include a link to this thread and your user name. This will ensure that your message comes directly through to my team).

Kind regards,

Jenny
Web Relations Team
Vodafone UK

bill1980

Hi Jenny, I had a reply from BenJ just telling me that severe scratches caused by accidental damage to the screen are not covered. So im back to square 1 just feel like I have been messed around as I was told that it would be done when I first took the phone in.


The get out clause is which I still dont understand is that :-

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Things that are not covered

"Repairs to interior or exterior Paintwork caused by scratching or chipping of paintworkwork(ok understand that, fair point) or polished surfaces" (What does the "or polished surface" mean? Dont they ever repair cracks or anything to do with a polished surface?)

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I just feel that it is one way to really allienate customers when they nit pick over a honest claim.

I still have the following questions

Who defines it as a big scratch or a little crack? If its a crack I guess im covered.

What is a polished surface? It is open to interpretation they should say screen or case and make it clear?

Thanks

Bill

Silk

bill1980 wrote: »

What is a polished surface? It is open to interpretation they should say screen or case and make it clear?

Interesting clause isn't it !

If this is a touch screen phone then it will probably be coated with a conductive film of ITO (Indium Tin Oxide) in which case the scratch will probably have broken the coating and a strong case being able to be made for replacing the screen.
I don't think they would be able to get away with their "polished surface" excuse unless it was plain glass

bill1980

Yeah its a really vague sentence, I dont mind if im wrong or just dont understand it but even if you change the word polished surface to 'phone screen' I still dont understand it because it clearly says paintwork. I even sat down with the store manager, I wasnt being funny or trying to put him on the spot as he was helpfull but he couldnt explain it either

Silk

If yours is a touch screen I would press the point I mentioned .....the underwriters are ACE

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: [EMAIL="enquiries@financial-ombudsman.org.uk"]enquiries@financial-ombudsman.org.uk[/EMAIL]

bill1980

Thanks for that Silk, its really appreciated.

The phone is a touch screen. Hopefully Vodafone will look have a 2nd look at the wording and also see that I have been messed around a bit a ressolve the issue.

I can fully understand why they originally took this stance at first but when they examine the wording and the grey area of cracks,scratches, whatever a polished surface is hopefully a bit of common sense will prevail

Silk

No probs, keep us posted how you go on

bill1980

Just a bit of an update.

The Vodafone web team looked into it and cant do anything as its the seperate insurance company that deal with the claim. Cant complain about that, just greatful that Vodafone took the time on here just to consider the issues.

Emailed the insurance company and just awaiting a reply. Im hoping that due to the terrible wording that they use in their policy that I will still be covered.

grumbler

bill1980 wrote: »

.. Im hoping that due to the terrible wording that they use in their policy that I will still be covered.

Terrible wording is specially in place for you not to be covered. Be prepared to complain to FSA.

bill1980

Thanks for the advice Grumbler. It didnt sink in at first how bad the wording was, you do have to read it a few times then relate it to a damaged screen to see how bad it is.

I think that get out clause was more appropriate for general damage to phone cases but they have tried to make it fit for my cicumstance.

Why cant they just say "scratches or cracks to the phone screen are not covered"