Protect Your Bubble iPhone / Mobile Insurance

HappyLucia

Hi there,
Wonder if anyone has any advice. I have been with Protect your Bubble insurance for around 4 years, insuring an iPhone. The iPhone started playing up this morning, with a significant mechanical fault, and I called to claim.
Firstly he told me I couldn't go to the iPhone shop to see if it could be fixed until I had filed a claim and they had charged me £50. Once I go to the shop, if they can fix it, they will keep my £50 !
He then said that he "recommended I deal with the phone privately", that his recommendation was that I "only make a claim if the phone is lost or stolen". I was left a bit confused by this..
Having read some negative stories (and been dealt with pretty shoddily whenever I have called) just wondered if anyone else had been recommended by them not to claim? Am a bit worried that they might find some clause in their terms to reject my claim if I do...
I would love to hear from anyone who has made a successful claim from them following mechanical error. Thank you!
I am a lurker on this fabulous forum, finally posting

grumbler

HappyLucia wrote: »

Hi there,
Wonder if anyone has any advice. I have been with Protect your Bubble insurance for around 4 years, insuring an iPhone. The iPhone started playing up this morning, with a significant mechanical fault, and I called to claim.
Firstly he told me I couldn't go to the iPhone shop to see if it could be fixed until I had filed a claim and they had charged me £50. Once I go to the shop, if they can fix it, they will keep my £50 !

Does this surprise you? You had 4 years to rad at least "Summary of Cover" that clearly states that the excess is £50 for iPhones.

He then said that he "recommended I deal with the phone privately", that his recommendation was that I "only make a claim if the phone is lost or stolen". I was left a bit confused by this..

It's difficult to say what he actually meant, but the policy covers "MECHANICAL BREAKDOWN: Any repair costs outside of the manufacturer’s warranty will be fully covered on your iPhone insurance policy", not loss(optional!)/theft only.

Having read some negative stories (and been dealt with pretty shoddily whenever I have called) just wondered if anyone else had been recommended by them not to claim?

There is no reason for not claiming as the excess fee is charged only if the claim is successful.

Am a bit worried that they might find some clause in their terms to reject my claim if I do...

They used to be notorious for finding every possible excuse for not paying. Don't know if they changed.

HappyLucia

Hi Grumbler,

Thanks for your response. No, being charged £50 only surprised me because I asked the question "If they can fix my mobile for free, will I still be charged the £50 for letting you know I needed to get the phone fixed?" And they said "Yes".
I suppose what I found most bizarre was him recommending that I pay to get the phone fixed privately and not to go ahead with an insurance claim...
I wonder if the claims team are targeted on people not completing a claim?

grumbler

HappyLucia wrote: »

...No, being charged £50 only surprised me because I asked the question "If they can fix my mobile for free, will I still be charged the £50 for letting you know I needed to get the phone fixed?" And they said "Yes".

TBH, I am surprised too, but in fact their T&C say the same:

Before your claim can be approved, you must pay the stated excess fee.

This sounds like you have to pay them £50 even for rejecting your claim. LOL. They don't seem to have changed and when dealing with this 'Bubble' you have to be prepared to any surprises.

In this case, it's worth getting a repair quote first before making a claim.

ProtectYourBubble

Hi Lucia,

My name is Ash and I work for Protect your bubble. We are really sorry to hear you were told not to make a claim. To make a claim for an iPhone the excess is £50 this is Only taken once the claim has been approved. If you can please send me a direct email to aisha(dot)raza(at)protectyourbubble(dot)com I can look into this for you and try my best to help-:)

I look forward to hearing back from you.
Kind Regards
Ash
Protect your bubble

grumbler

Ash-PYB wrote: »

...the excess is £50 this is Only taken once the claim has been approved. ...

This is clearly incorrect as the above quote from your T&C proves.

And, BTW, you need MSE approval to post here as a company representative: http://www.moneysavingexpert.com/site/forum-faqs
See "Companies posting on the forum"

Shazaaym

I insured my phone with PYB. I'd had it about 8 months when i broke the screen. I contacted them, and they said it was £50 excess (which i expected), and that i had to pay off the rest of the year in full before they would do anything, which i didn't! Cancelled it straight away, and have warned anybody who has asked not to bother with them.