Insurance2Go iPhone insurance - AVOID!!!

AngryiPhoneCustomer

Insurance2Go are listed on this site as a good cheap insurance company for iPhones. This is how I heard of them, and I took out a policy recently to cover my iPhone 5.

Unfortunately whilst in Nairobi, Kenya with work myself and my colleagues were robbed at gunpoint, and my iPhone was stolen from my handbag, which was in our locked vehicle. After stealing our possessions from our pockets, the gunmen then smashed the windows of the vehicles and stole all of our bags.

After putting in my claim form to Insurance2Go, they told me it would take 48 hours for a decision. 3 days later I still had not heard so I called them. I received an email that day to say that my claim had been dismissed because the phone was not locked in a glove compartment or the boot, which was not actually possible in the vehicle we were using.

Given the circumstances of the theft, I thought the claim would be processed no problem, so I was very disappointed and angry. Especially as I had supplied a police report and a damage report for the vehicle with my claim form.

My boss also had his phone stolen in the same incident and his supplier replaced his phone within 2 days on their insurance policy.

Avoid Insurance2Go at all costs. Spend a bit more and get some decent cover.

TSx

AngryiPhoneCustomer wrote: »

Insurance2Go are listed on this site as a good cheap insurance company for iPhones. This is how I heard of them, and I took out a policy recently to cover my iPhone 5.

Unfortunately whilst in Nairobi, Kenya with work myself and my colleagues were robbed at gunpoint, and my iPhone was stolen from my handbag, which was in our locked vehicle. After stealing our possessions from our pockets, the gunmen then smashed the windows of the vehicles and stole all of our bags.

After putting in my claim form to Insurance2Go, they told me it would take 48 hours for a decision. 3 days later I still had not heard so I called them. I received an email that day to say that my claim had been dismissed because the phone was not locked in a glove compartment or the boot, which was not actually possible in the vehicle we were using.

Given the circumstances of the theft, I thought the claim would be processed no problem, so I was very disappointed and angry. Especially as I had supplied a police report and a damage report for the vehicle with my claim form.

My boss also had his phone stolen in the same incident and his supplier replaced his phone within 2 days on their insurance policy.

Avoid Insurance2Go at all costs. Spend a bit more and get some decent cover.

Their T&C's say they won't cover for theft from unattended vehicles unless in a locked glove box etc.

I'd put a complaint in to them on the basis the vehicles weren't unattended (it looks like you were with them, reading the description of events - but if I'm wrong, let me know and I'll re-read the terms and conditions).

They have 8 weeks to respond, after which you can escalate it to the industry regulator, the FOS.

Hope you're OK though, sounds like a particularly nasty theft.

Gallowglass

It was my daughter who was robbed at gunpoint and I am absolutely disgusted that this insurance company are refusing to pay out under the circumstances. The phone was not on show and even if it had been possible to lock it away in a glove box or boot the gunmen would've still got it. Would the insurance company rather my daughter and her colleagues had been killed or injured? As she said in her post her boss had his phone replaced within 48hrs by his network supplier. So Insure2go had better get up and go as far as I'm concerned. They're quick enough to take the money. Perhaps they'd change their mind if they were confronted by 7 men with guns!!!!!!!!!

withabix

AngryiPhoneCustomer wrote: »

Insurance2Go are listed on this site as a good cheap insurance company for iPhones. This is how I heard of them, and I took out a policy recently to cover my iPhone 5.

Unfortunately whilst in Nairobi, Kenya with work myself and my colleagues were robbed at gunpoint, and my iPhone was stolen from my handbag, which was in our locked vehicle. After stealing our possessions from our pockets, the gunmen then smashed the windows of the vehicles and stole all of our bags.

After putting in my claim form to Insurance2Go, they told me it would take 48 hours for a decision. 3 days later I still had not heard so I called them. I received an email that day to say that my claim had been dismissed because the phone was not locked in a glove compartment or the boot, which was not actually possible in the vehicle we were using.

Given the circumstances of the theft, I thought the claim would be processed no problem, so I was very disappointed and angry. Especially as I had supplied a police report and a damage report for the vehicle with my claim form.

My boss also had his phone stolen in the same incident and his supplier replaced his phone within 2 days on their insurance policy.

Avoid Insurance2Go at all costs. Spend a bit more and get some decent cover.

You should be claiming on your travel insurance, although that will probably have similar reasonable Conditions.

I presume you will have some cover via your employer's business travel insurance and your own personal travel insurance?

In fact, as you were on a business trip, you should claim against your employer, as they are responsible for your safety and security.

AngryiPhoneCustomer

Thanks for the advice guys. Insurance2Go have contacted me now (after a few Tweets!), have apologised and are sending me a cheque to cover the cost and delivery of a new iPhone, and also an extra £75 as compensation. I'm happy with that and the fact that it was the MD who called me and he admitted that some discretion should have been used by the Underwriters, given the nature of the incident.

AngryiPhoneCustomer

@TSx - No were weren't in the car at the time. We were in a Headmasters office at a school that we fund in Kibera slum. 7 men came in with guns and told us to get on the floor and give them our stuff or they would kill us.
The vehicle from which the phone was stolen was parked outside the office and was locked. The bag was under a seat and hidden from view. After searching us, taking all of our possessions that we had on us and locking us in the office they went to the car and smashed the windows to gain access, that is when the phone was stolen. Also the boot of the car had a window on it too, so could have been smashed also. Plus the glove compartment was not lockable, and with 7 of us travelling in the vehicle, we could not have all put our valuables in there as they wouldn't fit. Either way basically, the phone would have been stolen.

But luckily this is all sorted now. Insurance2Go have recognized that an exception to this clause should have been made under the circumstances, so I am happy with that.