O2 increase insurance excess from £25 to £150

spacewood

I have an iPhone contract with o2 for the past two years and I pay £10 per month insurance. I recently dropped my phone and this resulted in a cracked screen. I called o2 to make a claim on my insurance and have the phone repaired and they told me I must pay an excess of £150 for this. Obviously the job would cost significantly less than this if I went to the high street. When I opened my insurance I was told the excess would be £25, but in September 2010 o2 switched brokers and the new insurance company increased the excess to £150 to "deter fraudulent claims". I was not made aware of this increase nor was another of my friends who is going through the same quandary.

Is what they have done legal? I would have thought I'd need to aknowledge a change in contract and agree before they changed my insurance package? Am I entitled to claim back the money I've been paying since they increased the excess (£120). No-one in their right mind would take out phone insurance where the excess is so high!

grumbler

I think they must inform you about changes so that you could cancel if you wish. I don't think that they must receive an acknowledgement.

It will be very difficult to prove that they have not informed you.