Can Insurance replace my phone with a second hand one?

Leigh007

Hi,

I have my Mobile Phone insurance with my bank Natwest because I have an Advantage Gold account which I obviously pay for. About 5 years ago I had my bag stolen and I put in a claim for my phone and I received a brand new phone.
Sadly November last year I had my bag stolen again at a company dinner and my replacement iPhone that I received was not new but clearly second hand. I only received it after the holiday season and a few weeks gone it is now faulty and I have to return the handset and this takes forever. Is right that I have not received a new phone? my policy has not changed and I have not been informed that any iPhone claims will be replaced by used handsets.
If anyone could advise me, that would be much appreciated.

agrinnall

It's pretty clear from the policy document that they can do this - I have highlighted the relevant sentence from page 7 section C clause 4 in http://www.natwest.com/content/personal/adgold/pdfs/AdGold_important_info_%28Ts_Cs%29.pdf.

If your mobile phone is lost, stolen, damaged or breaks down we will
at our discretion either replace it or arrange for it to be repaired. We
will try to provide you with the same model as the one you have
claimed for. If we cannot provide you with an exact replacement,
then we will supply you with one that has similar features and functionality
to the one you have claimed for but the colour may not
always be the same. Replacements may be new items but they may
sometimes be refurbished stock. All replacement mobile phones that
we provide (whether new or refurbished) and mobile phones repaired
by us will come with a 12 month warranty. Repairs or replacements
under this warranty will not affect your claims history.

InsideInsurance

Most mobile policies are indemnity basis and not new for old. Therefore if you have a phone that is not brand new they only are obliged to provide (or give a cash equiv of) a not new handset.