Mobile phone insurance... and upgrades

spindoctor68

It seems I have been paying to insure a phone that I upgraded 30 months ago. When I was offered an upgrade then, I took it, confirmed I wanted insurance on the new phone and chucked the old phone in the cupboard. Six months ago I was offered another upgrade, same drill. Took the insurance again. This time, on the call, the operator made a point of saying that the insurance policy would remain in place but the new phone would be subbed for old. Another phone chucked in the cupboard.

Recently I was checking my statements and realised that I was paying twice. Different amounts. On calling the insurer (Geek Squad / Carphone Warehouse) It became clear that I was paying to insure the phone from 30 months ago, and the one from six months ago. At least I wasn't paying to insure three phones I guess.

So. I have been quite carefully informed that it's my responsibility to cancel the insurance contract. I understand that point of view, but disagree. If a provider is calling to upgrade your phone (definition - replace with a better model) surely cancelling the contract should be part of the upgrade process?

I am waiting to find out what their customer support team come back to tell me - any advice on how to handle the next step if they decide NOT to refund the premiums I have paid for the pleasure of insuring a phone in a cupboard?



If this has happened to me (although a newbie on here and looking pretty stupid on this post I would regard myself as reasonbly savvy) I assume that it could be happening to lots of others and feel motivated to talk to some journalists on the nationals to see if its something they should warn readers about... Is this a common issue? I did search for it in a number of ways but couldn't find anything relevant...

DarrenCarol

Hello there, was the upgrade done at Carphone Warehouse?