Mobile Phone Insurance

francisroyston

Hi - I wonder if anybody can help.

My daughter's screen is broken on her iPhone 5. The phone is insured and we have been making payments to the insurance company for the 3 months she has had the phone.
We are in the process of making an Insurance claim. We have sent in the claim form in stating what happened and enclosed a cheque for 140 Euros (we need to pay the policy up in full + 30 euros excess - we live in France).

Basically what happened was the phone was knocked out her hand in a busy shop, the phone dropped from her hand, fell to the floor and the screen is now broke.
She was on the phone at the time of the incident.
We do not know who bumped into her, so it was an unknown person.
The Insurer's have emailed us this morning asking for a breakdown of how the incident occurred.
The only info we have provided at the moment is as above.

She is so upset about the broken phone and we are afraid of putting information down that might void her claim.
We do not intend to make a fraudulant claim, but equally we do not know what further information they need.

Can anybody advise on how we should proceed with this claim?

Thankyou

InsideInsurance

You should do as they say, explain how it happened.As you say, by doing anything else risks you being accused of fraud, getting the claim and insurance cancelled and potentially fraud markers loaded against you.

francisroyston

Thank you so much for your reply.
I certainly only want to tell the facts as they are. The phone is Insured for accidental damage which is what happened. But France being France - they will probably make this difficult.
Anyway I have detailed a response for the Insurer's and would appreciate some feed back before I send it.

Incident: 05/12/12 a 13:00

The incident happened whilst my daughter was in Town (Gueret 23000).
She went to get her mobile phone out of her Jeans pocket.
The town was busy with Student’s on their Lunch break.
She was jostled accidently whilst walking past them – certainly not maliciously.
There were approx. 20 Students chatting and laughing.
Her hands were very cold and it just fell.
I do not think anybody in the street had noticed that she had dropped her phone. I was with her at the time and I was unaware of what had just happened.
When she picked the phone up the screen was broken.
I am not sure if had broken due to it being accidently dropped or if it had been trodden on.

She is very upset about the whole incident and is very careful with the phone at all times.
The phone did have a back protection cover on but not a screen protector.

InsideInsurance

TBH, I would put less detail as there is never a need to give them rope to hang yourself with. If they want specific things answered they can always ask specific questions.

Incident 05:12/12 @ 13:00

Whilst in Sainsburys in Gueret I answered my phone, whilst talking to the caller a group of people brushed past me knocking the phone from my hand. Upon picking the phone up I discovered the screen had broken.

francisroyston

Thanks 'Insideinsurance'
The wording you provided is very much word for word on how I completed the Claim Form in the 1st instance.
It is the additional information that they have asked for today - that is worrying me.
I am afraid of giving too much information - as you say 'A rope to hang myself'.

InsideInsurance

TBH, unless they have asked specific questions I'd just reiterate what you said previously.