Mobile insurance disagreement.

carlsberger

Hi there I (my toddler son) sucked on my phone and chucked it in the floor and the screen cracked. I bought this phone in Feb 2012 sim free for £500.

My insurance is via RBS royalties gold and therefore via CarphoneWarehouse.

I made a claim and they sent me a Samsung Galaxy S2 (I had the galaxy nexus). At the current date the galaxy nexus is roughly 30% more expensive and almost a year newer and they do not have the same specs.

On my phone I had NFC (contactless payment) which I have funds in which I now cannot use. Carphone warehouse have offered me other replacements that are not suitable as they do not have NFC and they will not give me the closest model which is the Samsung Galaxy 3.

I asked for a cheque so I can go out and buy my own phone which is suitable to my needs but they told me they cannot do this.

Does anyone have any suggestions and ideas?

dunstonh

Not supplying you a galaxy nexus is not a surprise. It is no longer made. The Galaxy S2 is also no longer made but is more likely to be still available. They are both of the same generation though.

Normally the replacement should be closest match. I think you are pushing it with the Galaxy 3 as that is a better phone than the one you had as well as still being current, just. A closest match does not mean exact match when you are looking at old electronic items.

if they refuse your request you can appeal via complaint. However, you do have to question if you are not being a tad adventurous in trying to use the insurance to get an upgrade rather than a closest match replacement.

carlsberger

dunstonh wrote: »

Not supplying you a galaxy nexus is not a surprise. It is no longer made. The Galaxy S2 is also no longer made but is more likely to be still available. They are both of the same generation though.

May I ask what you base this statement on? The nexus galaxy and s3 is closer in terms on release than s2 and nexus galaxy. The S2 does not have the features my original handset had. The only handset that does is the S3.. Therefore surely my handset is part of the same generation as the S3?

dunstonh wrote:

However, you do have to question if you are not being a tad adventurous in trying to use the insurance to get an upgrade rather than a closest match replacement.

If I wanted an upgrade id just go out and buy one. I have paid for insurance and I have paid the excess. I think it is only fair I get what I pay for.

I'd want a handset that has NFC as this was one of the reasons I chose this handset. I know it is not very commonplace to use contactless payment in the UK yet but as a person who spends months on end in Scandinavia is it very handy. What's more is that I have funds deposited (In three countries) that I now have to go move as I cannot use it.

rs65

carlsberger wrote: »

Does anyone have any suggestions and ideas?

What does your policy say about settlement?

carlsberger

rs65 wrote: »

What does your policy say about settlement?

I have no idea as they've changed insurance firm/underwriter..
They say that they dont replace based on price. They replace based on features or specs. They claim they never send out cheques. This obviously puts us/me in a deadlock as they cant offer me the same phone or one with the same features OR specs..

I do intend on contacting my bank for the conplete policy wording but I am already getting the feeling it'll have to go to ombudsmannen

dunstonh

May I ask what you base this statement on? The nexus galaxy and s3 is closer in terms on release than s2 and nexus galaxy. The S2 does not have the features my original handset had. The only handset that does is the S3.. Therefore surely my handset is part of the same generation as the S3?

The S2 was replaced with the S3 and the galaxy nexus replaced by the nexus 4.

As I said, it is not always possible to get like for like and sometimes you will get differences.

helga46

Hi Carsberger, did Royalties gold send you out a leaflet or some sort of correspondence to let you know they had changed their insurance provider. I am trying to claim our phone but we didn't know they changed and that you can only claim for one phone now ??? I have a dispute going with them. Thanks Helga

carlsberger wrote: »

Hi there I (my toddler son) sucked on my phone and chucked it in the floor and the screen cracked. I bought this phone in Feb 2012 sim free for £500.

My insurance is via RBS royalties gold and therefore via CarphoneWarehouse.

I made a claim and they sent me a Samsung Galaxy S2 (I had the galaxy nexus). At the current date the galaxy nexus is roughly 30% more expensive and almost a year newer and they do not have the same specs.

On my phone I had NFC (contactless payment) which I have funds in which I now cannot use. Carphone warehouse have offered me other replacements that are not suitable as they do not have NFC and they will not give me the closest model which is the Samsung Galaxy 3.

I asked for a cheque so I can go out and buy my own phone which is suitable to my needs but they told me they cannot do this.

Does anyone have any suggestions and ideas?