Mobile Phone Insurance 02

mickgrimes

Hello people,

I'm a regular peeper of this forum in that if i have a problem i usually read through threads of help unregistered and get knowledgeable information...

But for the first time i've had a problem which i can't solve, or find anything about.

My Mother has a Pay Monthly contract with O2, She's been with them for years and has always bought O2 mobile phone insurance with her phone ( even though i recommend here not too ).

Well recently, she's had a problem with her phone ( which she has owned for around 18months - not covered under manufacture warranty anymore - and its recently started going tits up ).


She took it into O2 for a possible repair/replacement believing it would be covered under the insurance she's paid for however long... The O2 people couldn't figure the fault instore so it was sent off to be looked at by the techies, a week passed and she got a call to collect it. When she collected it they said that the problem was too do with the "inner battery cell needing to be replaced" and it would be to the cost of £75.


This is when things got a bit stupid.

The mother was hoping that as she's always been covered by the insurance ( never lost, had a phone stolen or damaged a phone EVER previously lol ) she would be able to claim through that.

She rang O2 and spoke too them, and they've queried her asking whether she had ever dropped the phone, threw the phone, had it bumped in any way shape or form, whether it had been close to water, dipped in water, accidentally had something spilled on it etc etc as problems like this can be caused by condensation.

Too which my mother replied no, its always been looked after, it hasn't been in any accidents whatsoever ( which it hasn't ) and she can't account for why it has suddenly just stopped working.

O2 have then turned round and said due to it not having been stolen, water damaged, or accidentally dropped banged hit stood on punched thrown against a wall etc, she can't claim on insurance and would have to pay the full repair cost rather than just the excess.


Can anybody help me with this situation, she doesn't really have the £75 to pay, moneys tight, she needs her phone. She feels completely ripped off. She feels like she's paid insurance for no reason at all. They've said because she can't account for the damage or problems with the phone, she isn't insured.


Any help would be greatly appreciated on how to solve this. Who too speak to, letters too write etc etc Is it worth contacting the FOS?

Sorry for the long winded explanation. P.S sorry if this is posted in the wrong section.
Thanks
Bailey

rs65

mickgrimes wrote: »

She feels like she's paid insurance for no reason at all. They've said because she can't account for the damage or problems with the phone, she isn't insured.

I'm not familiar with O2 wording but it sounds she paid insurance for lots of reasons, but none of them apply here. Insurance is usually for certain events happening - if none of them happened then its not covered.

Sounds therefore like its a manufacturers fault - did it have a warranty?

If she has had it 18 months is she entitled to an upgrade? Do you have an old phone you can stick the Sim card in to at least keep her connected?

mickgrimes

It did have a warranty, the standard 12 month. She won't be entitled to an upgrade until a month before her contract runs out iirc. Which will be in 5 months time. Unfortunately she does not have another phone to use.


I understand what your saying about covering certain events, but i just don't get it, we could have dipped the phone in water rang up and said it was down to water damage, BAM new phone and/or repair covered through insurance, Because she can't recall anything happening to it, as she is particularly careful with this stuff, its not covered under insurance??

stugib

mickgrimes wrote: »

I understand what your saying about covering certain events, but i just don't get it, we could have dipped the phone in water rang up and said it was down to water damage, BAM new phone and/or repair covered through insurance, Because she can't recall anything happening to it, as she is particularly careful with this stuff, its not covered under insurance??

What don't you get?

Warranty = cover against manufacturing faults
Insurance = cover against external events

They asked if any of the insured events have happened. The truthful answer was no so it's not covered. The policy doesn't cover faults by the sounds of it, just accidental damage etc.

If she answers equally truthfully it should be covered by the manufacturers warranty - are you sure it's only 12 months?

If none of the above, can also try the Sale of Goods Act avenue. You'd have to get it inspected to prove an inherent fault and approach who you bought it from.