Three refusing to provide documents required to claim insurance- can they do this?

Zsoltmeister

My phone developed a small crack on the screen recently. It continued to work fine, until a few months later it just blacked out.

Three have said the warranty doesn't cover the phone stopping working as there is physical damage to the phone, so I must pay to get it fixed.

I didn't mind as I had insurance, so I got in touch with the insurance company and they said they would fix it if I give them proof of purchase. Three won't provide this however- presumably they want me to pay them to fix it.

Can they do this? This has been dragging on for months.

bengalknights

Proof of purchase is the contract receipt

Cycrow

if you got the phone through them via a contract, they cant without the proof of purchase

jkolch

Who did you actually purchase the phone from though? Was it in a shop, or online from another retailer, or online with Three? Only in the last case is proof of purchase really provided by Three, and even then I'm not sure if they would have to provide it a second time around.

Littlestars_2

no you not have anything with the imei number, even the box with it on? Most insurance companies want to basically see something with the number on it so if you dont have that then do you have anything else.