Spill the beans... on mobile phone insurers

JamesF

I've been looking into what to do about mobile insurance and was planning to just let my home insurance cover me. However, a recent article in Guardian Money warns that

"...you should weigh up how likely you are to claim. Contents insurance now gives significant no-claims discounts, meaning your premium could shoot up if you make a claim. You may take the view that you would rather not have your iPhone tangled up with your home insurance."
(guardian.co.uk/money/2012/jan/20/mobile-phone-insurance)

Has anyone who has made a claim on their home insurance found this has increased their premium at renewal time, if so by how much?

benji1902

Keen_Young_Learner wrote: »

I'm not sure how worthwhile insurance is but I've had a recent experience.

My iPhone 4 is covered by CUSC, a company I found recommended by MSE. On New Years Eve, my phone was dropped, (not by me...) and the screen smashed. Upon taking the phone to the apple shop, I was told the whole thing would have to be replaced as the screen of the iPhone 4 is connected to the hardware, and so cannot be repaired if broken. A replacement from apple would cost me £119, so I got on the phone to my insurers.

I was told that I would have to send my phone off to them for assessment, which would take up to ten days, and that they would then decide if they would replace my phone or attempt a repair. I would have to pay a £50 excess for this. However, I would not recieve a temporary handset in the meantime, which means that when postage and delays are taken into consideration, I will essentially be without a phone for around two weeks. iPhone 4s have got their own kind of sim cards, so I can't even take my sim out and put it in another handset.

I understand the ways that insurers have to work, but I feel that two weeks without a mobile phone, in this day and age, is really ridiculous. The woman in the call centre didn't seem very sympathetic when I pointed this out, and actually said, "ten days is not that long". But I rely on my mobile for work and have no landline at home, I really can't face that sort of length of time time without my mobile.

I'm in the process of saving up the money to replace the phone through apple, because at least that's instant, but does that mean that the money I spent on my insurance is wasted?

Yes it is a complete waste. Replacement unlocked spare phone £10 from Tesco, micro sim adapter eBay 10p... If you rely on your phone for work it seems mad not to have a spare one.

CKhalvashi

grumbler wrote: »

Hardly 'free' when 0.5% difference in interest rates on savings costs you £250 (before tax) p.a.

We have little in cash, so that doesn’t affect us, but a valid point there!

candymaguire

I work with mobiles and the BIGGEST threat customers have with policies through bank accounts etc is the wording..

Some state that they will replace the receipt value of the phone.. which means that essentially if you have to have your phone replaced, they wont give you anything for it.

With most contracts the phone is a "free gift" and shows as £0 on the receipt, the contract is with the network - ie, the simcard. They are under no obligation to replace the handset or offer you an early upgrade to replace the lost/stolen one.

If you do insure it externally to the store that you bought it in, please ensure that they give you the retail value or current selling price of the phone!

grumbler

candymaguire wrote: »

...Some state that they will replace the receipt value of the phone.. which means that essentially if you have to have your phone replaced, they wont give you anything for it. ...

Pretty pointless post if you don't name and shame. I have never seen such wording.

CFC

grumbler wrote: »

Pretty pointless post if you don't name and shame. I have never seen such wording.

I think you'll find that Lloyds refers to the purchase price of the phone!

Just found it, seems useless if you are on a contract, unless anyone knows different

K) General Exclusions.
Cover will not be provided for:
1. The policy excess payable by you for each successful claim. The excess varies
depending on the mobile phone you claim for. If the claim relates to an Apple
iPhone the excess is £100 and for all other handsets it is £50.
2. Where the IMEI number cannot be determined from your phone, or proof of
purchase cannot be provided to prove ownership of your phone.

ChattyLeRoux

Although I use the key lock feature I am concerned about charges I could incur if my phone is lost or stolen. Obviously it is necessary to call the network provider with the IMEI etc but how long could that take (without my mobile). This is obviously an advantage for PAYG but I have a contract with Vodaphone.

grumbler

To block the sim-card and stop charges you don't need IMEI. Your phone number or even just your personal details will suffice.
Key lock protects the phone, not the sim card that can be used in another phone. To protect the sim-card you have to use PIN code.

You'll probably need IMEI to block the phone, but this is not urgent and is more like a revenge rather than an action that makes any difference to you.

p1eface

Geeteese wrote: »

In January 2010 I insured my sons Iphone with PYB, in June 2010 my son and partner went to Brighton and were sitting on a bench with the iphone in his partners handbag which was on the bench beside her. Some lads were in front of them messing and about and then they've gone. Seconds after they found her bag had been stolen by someone behind the bench. It was reported to police. After numerous letters back and forth to PYBs underwriters Supercover Insurance Ltd they would not pay out as they said the bag should have been on her lap, under her arm or between her knees - which of course we all do when sitting on a bench!!!! Never again

Similar story - wife lost her phone while on a night out. PYB/supercoverinsurance rejected the claim but without any reason for doing so but I suspect it was covered by their "reasonable care" catch-all clause that allows them to reject claims easily.

I wonder if they reject claims by default and then wait for an appeal.

Anyway we appealed and threatened them with going to the FSA. Surprisingly our appeal was successful.

That was early January and I'm still trying to get the cheque sent out to cover the replacement phone we had to buy in the meantime. I've called them six times and was told the cheque was on its way, only to find it hasn't.

I'm currently waiting on a reply to another snotty email we sent asking for a manager to take action on the cheque.

Utterly useless and will not be renewing my insurance with them.

On the other hand our house insurance paid out on a stolen bike with utmost efficiency.

djg3

This is my recent experience with Lifestyle Services Group. I started having intermittent problems with my iPhone4 at the beginning of January. Sometimes the caller couldn't hear me but I could hear them and sometimes the call was fine. Not knowing if this was a network issue or hardware/software issue as eveything else was working fine. I obtained a new SIM from O2 and did several restores of my phone including deleting recently loaded apps. After trying everything I could think of, came to the conclusion that the fault couldn't be fixed and decided to claim on my Lifestyle insurance (connected to Barclays Additions account). When I phoned them to register my claim I explained the problem and what I had tried to do to resolve it. They sent a claim form which I completed explaining that it was an intermittent fault. They rejected my claim as I had not reported it within 48 hours. I could understand if my phone had been lost, stolen or damaged and not reported but not for an intermittent fault where it would have been almost impossible to identify it was a definite fault within 48 hours.

I was told that I could appeal but this would take up to 5 days and then another possible 2 weeks if they accepted the appeal, not to mention the £75 excess. After reading other people's experiences with Lifestyle, decided to go direct to Apple store and get a replacement for £119.

This is the first time I have ever claimed for anything on any insurance policy and have learnt a valuable lesson.

It's also made me review the Barclays Additions account that I'm paying £16 a month for. I think I can put that money to better use and will be downgrading to a non fee paying account.