Problems With ProtectYourBubble Insurance

surflou

About 2 years ago I took out insurance on my PS3, Xbox 360, Laptop and my partners laptop with protectyourbubble.

At the time it stated nowhere that any console or item that I wanted to insure had to be a certain age. However, I have tried to claim today against my Xbox 360, which recently got the Red Ring of Death and will now no longer work.

According to them, they should pay out for repair or replace any console that is insured with them that breaks down, as this has. I pay £10.38 EVERY month for this insurance yet I have no trace of my policy number, I cannot log in to their system to find this out (I have my log in and password) and they are proving beyond useless at answering any of my questions.

They did send me this mail today:

"Thank you for your email.

If your policy number begins with ‘DGI……’, and to proceed with your claim please give our Customer Care Team a call on 0844 346 3970 between 08:00 and 18:00, Monday to Friday.

You will also need to submit to us the proof of purchase of the item insured, which should be in your name. Submit this before ringing so as to speed up the processing of your claim.

The proof of purchase is required to show that:
· The item was purchased by the customer and its IMEI number; and
· The item was purchased as new from a VAT registered company; and
· The electronic equipment is less than 36months old(12month if a laptop)
· The item was purchased in the UK, Isle of Man or the Channel Islands

In addition can you please also confirm the following:

· The circumstances of the damage, e.g. where were you, what happen, etc
· The date and time of the incident
· Your network provider
· Any password or locks on the phone
· IMEI number of the phone "

Well firstly, I'm not claiming for a phone, so they clearly aren't even looking at my mails, given that this one said "Xbox Claim" in the subject line and I was very specific and clear about my problem.

Secondly, I don't have the receipt for a console that was bought for me as a birthday present over 5 years ago! Neither does my wife who bought it for me!

Thirdly, the console is obviously more than 36 months old, but they never mentioned this when I took out the insurance. My laptops are both over 12 months old too as is my PS3 now...

So have I been paying out monthly for insurance that is completely and utterly useless to me??? Is there any way for me to get my money back if this is the case?

Would really appreciate some help and advice here!

Thanks

Browntoa

helen , afraid you need to have a read of

http://www.moneysavingexpert.com/site/forum-faqs#companyrep

before posting

thanks

Quentin

surflou wrote: »

..... the console is obviously more than 36 months old, but they never mentioned this when I took out the insurance. My laptops are both over 12 months old too as is my PS3 now...

So have I been paying out monthly for insurance that is completely and utterly useless to me??? Is there any way for me to get my money back if this is the case?

Would really appreciate some help and advice here!

Thanks

Their email looks to be a standard set of paragraphs not a personal reply.

They do say that consoles must be less than 36 months old when you first insure them, (ie not that they are less than 36 months old at date of claim), and you need a proof of purchase to show that.

From the ts + cs:

The electronic item must be less than 36 months old with valid proof of purchase
(not from online auctions) when the policy is started.