Samsung Galaxy Ebay Insurance Problem

rubbishgambler

Hello,

I bought a Samsung galaxy S3 (sim free) from a private seller on ebay last Tuesday. I already have a giffgaff sim card which is good value so just wanted the phone. Received the phone and its great however on Saturday I dropped it on our tiled floor and its stopped working. Phone screens bleeding and touchscreen function won't work.

Fortunately I took out insurance with insurance2go on Thursday when I received the phone. I have filled in claim form however they are saying thatt hey cannot proceed with claim without an original proof of purchase stating the IMEI number. I explained I bought it on ebay and can provide ebay/ PayPal receipts and could photocopy the sticker on the box which has the bar code andI MEI number but they are saying this is not good enough. They must have original proof of purchase. The advisers are completely unhelpful. I tried explaining that it was bought on ebay and I have requested details from the seller but had no response. To be honest if I had sold phone and the buyer then asked for proof of purchase I wouldn't be very happy. This is private information.

I asked insurance company surely there must be a procedure in place for people buying phones from sites like ebay but they said there isn't, they will not proceed without receipt!

I have written a complaint and posted but this could take days. I've also e-mailed about five different addresses I found on Google and no one has responded. This is so frustrating.

Can anyone suggest anything else I can do?

Thanks

Matt

DCFC79

The staff aren't unhelpful, they are following whats been set by they're employer.

Anyway I cant say what else you can do as Ive never been in this situation and it reminds me why i shouldn't buy an expensive phone off ebay.

huckster

Insurance companies don't like phones sold on Ebay, as they may be stolen goods. Therefore the Insurance policy, will state a higher level of proof for Insurance claims, to avoid them dealing with claims for phones that may have been stolen property.

Make enquiries with the seller. See if Ebay can help contact them.

forgotmyname

I guess they want to know if its a fake phone or a genuine one.
Are there fake S3's yet?

Ive seen some of the Iphone 4 clones and some are very very impressive.

OK it seems like they are out already, Are you sure your phones genuine?
Not a not of difference on the one i just checked out.

Seems they even connect to the android market now.

http://www.samsunggalaxy-s3.co.uk/2012/07/low-on-cash-for-a-real-htc-try-hdc/

Contact the supplier and they can add branding of your choice.. Although its obvious what brand name most buyers will want on it.

TSx

Generally gadget policies have a higher standard of proof than home insurance. I would ask the seller to send you a communication confirming that they have sold the phone to your through eBay and giving the IMEI number.

Insurance2Go's policy states that "Proof of Purchase The original purchase receipt provided at the point of sale that details the Telephone purchased, or similar documentation that provides proof that You own the Telephone."

They also state later this must include the IMEI.

The key words they use which may help are "or similar documentation". So a receipt from the private seller, coupled with a record of the transaction (bank statement or PayPal receipt) should be enough to satisfy this.

Unfortunately, Insurance2Go are unlikely to see it this way - in which case you're going to need to make a written complaint to "Insurance 2 Go, PO Box 116, Ryde, PO33 2WX". They then have 8 weeks to respond with a final decision - if they still do not agree to cover the damage, you will need to make a complaint with the FOS (this will be a very long process, taking several months).

rs65

rubbishgambler wrote: »

Can anyone suggest anything else I can do?

Does your home insurance cover it?

a5827

It is not unusual for gadget insurance policy wordings to not cover gadgets purchased from ebay, although the terms & conditions of the policy should specify this. I had trouble finding a suitable insurance policy that would cover gadgets purchased from ebay so went without insurance in the end.

"Proof of purchase" as specified in the policy wording seems a bit vague and could be interpreted to include ebay confirmations.

You should put your complaint in writing to the insurance company and get their final decision letter. If you are unhappy with the decision you can then refer it to the Financial Ombudsman Service if you want, though this process takes many months.