Carphone warehouse insurance declined.

plotney

Heya, i need your help guys.
I've claimed on my phone insurance after my phone been stolen and it got declined, with the comments saying that there's no proof that the phone been actually stolen, more like lost as there are no witnesses, and im not covered for loss, the guy on the phone told me that i can appeal, to persuade them to accept it. what's the best way to do it? it was my first claim, and i've never dealt with the insurance before. thanks in advance!

InsideInsurance

It would help if you could explain how the theft occurred, ideally including the exact wording you put on the claim form.

AlecEiffel

My old O2 insurance (cancelled it only this year so not that old) advised that for theft it needed to be reported to the police and an incident number given. They also accepted loss though. Have you reported the incident as that may help?

plotney

i got pickpocketed at the bar, phone was in my jacket pocket, i kept checking it constantly and putting it back in the same pocket, so im assuming that someone has seen me do it and taken it! yes i have reported it to the police and got a theft reference number.

plotney

if i they wont replace my phone, could i cancel my contract? as i only signed up for it 2 months ago, and dont wanna be paying for the next 22 months for the phone that i dont have?

InsideInsurance

Pick pocketing is clearly theft and as long as you have a crime reference number (rather than a lost property number) you should be entitled to claim.

Write a letter of complaint to them stating you want a final written response as you intend to take the complaint to the FOS if you do not receive a satisfactory resolution.

You cannot cancel the contract without penalty, you can of cause buy a new phone and transfer the telephone line contract on to it

AlecEiffel

No grounds for cancellation I'm afraid. Your contract is for airtime - mins, texts, and data. The phone is provided with the contract and subsidised to a certain extent (hence why phones are cheaper on more expensive tariffs - there is more slack in the finances), but the contract is for the service. That is why some people upgrade and sell the handset. As stated above, you can buy a handset and use it to utilise the services provided by the contract. Just buy an unlocked phone from CPW or P4U or wherever, or get a phone locked to your own network.

This is of course if the insurance route fails. If it's been reported to the plice I don't see how the insurance co can argue too much.

plotney

well i have reported it as stolen, and got a crime reference number opposed to a lost propery reference number, but all they told me over the phone was that for them "it doesnt look like its a theft, as there are no witnesses, so were gonna judge it as a lost propery claim, which you are not covered for"
2 InsdideInsurace, what is FOS? and do you mean buying a new contract or a pay&go phone?
2 AlecEiffel well, the insurance there is for a reason, and paying for an iphone 4 out of my own pocket would be pricey as i do actually have a valid insurance, its just them that dont want to deal with it as i claimed it to be.

2 all. im gonna go back to the bar, and will try to find out if there are any witnesses (not likely). what would make the insurance company change their mind, and approve the claim? as its a legitimate claim!!

TagEHeuer

http://selfhelp.carphonewarehouse.com/SelfHelp/request.do?report()=p%7B82c7c660-e4ce-11de-e56d-000000000000%7D&p=%7B82c7c660-e4ce-11de-e56d-000000000000%7D&suspect()=sub:call,pall&forward=problem

This should help... I hope.

Good luck!