Vodafone cancelled my insurance the day after my claim and wont fix my phone

mrochester

DUTR wrote: »

Which is what you should have done when you recieved the letter back in April, I'm no lawyer, but I do feel you would lose the argument in court

But Vodafone did claim over the telephone following the letter that the insurance would be reinstated. And as the payments continued, the OP (quite rightly) thought the insurance policy had continued, as was agreed. A verbal contract is just as binding as a written one. The important point is to know exactly when that call was made so that the recordings can be located and replayed.

DUTR

mrochester wrote: »

But Vodafone did claim over the telephone following the letter that the insurance would be reinstated. And as the payments continued, the OP (quite rightly) thought the insurance policy had continued, as was agreed. A verbal contract is just as binding as a written one. The important point is to know exactly when that call was made so that the recordings can be located and replayed.

I'm not so sure the story is as the OP claims, I have just recently renewed my home insurance, indeed the money has left my account, but until such time the policy arrives to me, then the company can simply return my monies, the Op did say he had monies returned, but there are some holes in the story, and the tiny £25 excess does not seem correct to me, since the company had taken time to write to him to say the policy is no longer in effect, then the agent on the phone cannot override that, after all it is not the CS rep or their manager that are the underwriter, the OP has not clarified why the insurance company ceased the policy as it does seem the OP is high risk, if it were car insurance they companies would tell him to do one, the insurance company was not taking the OPs money it was the airtime seller who is also a broker for the insurance company.

PS I don't expect the Op to press the thanks button, as it seem he will only do that when he reads what he wants to read, much as we don't like the news, I think we all hand on heart know he does not have a succesful case

cvernon152

DUTR wrote: »

I'm not so sure the story is as the OP claims, I have just recently renewed my home insurance, indeed the money has left my account, but until such time the policy arrives to me, then the company can simply return my monies, the Op did say he had monies returned, but there are some holes in the story, and the tiny £25 excess does not seem correct to me, since the company had taken time to write to him to say the policy is no longer in effect, then the agent on the phone cannot override that, after all it is not the CS rep or their manager that are the underwriter, the OP has not clarified why the insurance company ceased the policy as it does seem the OP is high risk, if it were car insurance they companies would tell him to do one, the insurance company was not taking the OPs money it was the airtime seller who is also a broker for the insurance company.

PS I don't expect the Op to press the thanks button, as it seem he will only do that when he reads what he wants to read, much as we don't like the news, I think we all hand on heart know he does not have a succesful case

Well done on renewing your house insurance...i do believe I am talking about phone insurance, I don’t think they send a shiny certificate that can be stuck on the wall, I know in the previous 4 years of insurance I have never had one.

"Additional charges
Insurance Excess Charge
9 Jun to 9 Jun VAT at 0% £25.00"

Thats a paste from a vodafone bill

Thanks for the concern on the car insurance, but I already have that sorted and when I ring up and am told that the cover has started, I don’t wait for a letter in the post to say that I can drive my car, id like to think they are being truthful.

PS thers a thanks

mrochester

DUTR wrote: »

I'm not so sure the story is as the OP claims, I have just recently renewed my home insurance, indeed the money has left my account, but until such time the policy arrives to me, then the company can simply return my monies, the Op did say he had monies returned, but there are some holes in the story, and the tiny £25 excess does not seem correct to me, since the company had taken time to write to him to say the policy is no longer in effect, then the agent on the phone cannot override that, after all it is not the CS rep or their manager that are the underwriter, the OP has not clarified why the insurance company ceased the policy as it does seem the OP is high risk, if it were car insurance they companies would tell him to do one, the insurance company was not taking the OPs money it was the airtime seller who is also a broker for the insurance company.

PS I don't expect the Op to press the thanks button, as it seem he will only do that when he reads what he wants to read, much as we don't like the news, I think we all hand on heart know he does not have a succesful case

The excess amounts range from £15 to £50 for Cover Me insurance, so the £25 figure claimed is correct. I assume the amount reimbursed was a goodwill gesture for the hassle caused.

If you had spoken to a customer service agent and were told the insurance would be reinstated, and the payment had continued, would you not reasonably expect to be covered? If the policy could not or had not been reinstated, the customer service agent should not have told the OP that it was.

DUTR

cvernon152 wrote: »

Well done on renewing your house insurance...i do believe I am talking about phone insurance, I don’t think they send a shiny certificate that can be stuck on the wall, I know in the previous 4 years of insurance I have never had one.

"Additional charges
Insurance Excess Charge
9 Jun to 9 Jun VAT at 0% £25.00"

Thats a paste from a vodafone bill

Thanks for the concern on the car insurance, but I already have that sorted and when I ring up and am told that the cover has started, I don’t wait for a letter in the post to say that I can drive my car, id like to think they are being truthful.

PS thers a thanks

I think you know what I'm saying, others here will confirm about handset insurance, but as mentioned the airtime provider is the broker for the insurance company, if you have had a letter to say it has been cancelled then it is cancelled and no longer exists, just becuase somebody on the phone said it is re-instated then because of the trouble you have had, it would seem just as wise to get it confirmed in writing , when your car insurer says you are covered then tey also tell you documentation is to follow, which it does, whilst the information is stored on a central database, you can still be requested to produce documentation at a police station of your choice. All I am suggesting to you is that there are technicalities that which may offer a strong defence to the seller in your instance, if the complaint is being dealt with , then all you can do is wait until the process comes to a conclusion, at least you know insurance or not, be careful with your iphone, they are accident/loss prone

cvernon152

DUTR wrote: »

I think you know what I'm saying, others here will confirm about handset insurance, but as mentioned the airtime provider is the broker for the insurance company, if you have had a letter to say it has been cancelled then it is cancelled and no longer exists, just becuase somebody on the phone said it is re-instated then because of the trouble you have had, it would seem just as wise to get it confirmed in writing , when your car insurer says you are covered then tey also tell you documentation is to follow, which it does, whilst the information is stored on a central database, you can still be requested to produce documentation at a police station of your choice. All I am suggesting to you is that there are technicalities that which may offer a strong defence to the seller in your instance, if the complaint is being dealt with , then all you can do is wait until the process comes to a conclusion, at least you know insurance or not, be careful with your iphone, they are accident/loss prone

I do understand were u are coming from, I just find it extremely unfair that large companies can say one thing, do another and get away with it.

DUTR

mrochester wrote: »

The excess amounts range from £15 to £50 for Cover Me insurance, so the £25 figure claimed is correct. I assume the amount reimbursed was a goodwill gesture for the hassle caused.

If you had spoken to a customer service agent and were told the insurance would be reinstated, and the payment had continued, would you not reasonably expect to be covered? If the policy could not or had not been reinstated, the customer service agent should not have told the OP that it was.

It would seem the Op's episode is not unique http://forum.vodafone.co.uk/t5/Pay-Monthly-Services/my-handset-and-voda-cover-me-insurance/td-p/650513

cvernon152

DUTR wrote: »

It would seem the Op's episode is not unique vodafone.co.uk/t5/Pay-Monthly-Services/my-handset-and-voda-cover-me-insurance/td-p/650513[/url]

"If your insurance was on your account it would normally show on each months bill which I am guessing it didn't"

Thats my favourite bit

MissKeith

Receiving a certificate/written documentation of insurance is a FSA regulation. So either Vodafone are breaking FSA requirements (again!) or the OP wasn't covered.

Guys_Dad

Am I missing something here?

OP says that Vodafone have been billing them £9.99 per month since April. I am assuming that this was by DD or similar and not by OP going into a Vodafone shop and handing over £10, getting 1p change and walking away.

OK, if I am right, then OP either has a bill sent or can look at their a/c on line to determine what that £9.99 is for. If it is in any way called "Insurance" then Vodafone are in real trouble if they now claim no insurance is in force.

Clearly, their exec team need to be informed. I am surprised that one of their on-line team have not taken this point up and offered help.

Your biggest point in your favour is the continued billing of the £9.99 premium and it is simply not worth Vodafone's hassle to dispute that. This is the point you need to make clearly to Vodafone that they have been taking the premiums and that the Insurance Ombudsman takes a dim view of companies that then claim "Oops, we erred. Here is your premium money back"