Ripped off by CPW Lifeline Insurance

da77enj

I was vey disappointed when, Carphone Warehouse's Lifeline Insurance used a small print loophole to get out of paying out on a legitimate claim for my fiancee's stolen phone. They refused to pay out on the grounds that she did not contact her servcie provider within 24hrs. It was actually 36 hrs. During this time she was trying to ring the phone in the hope she would be able to recover it (and avoid paying for re-activating sim card). As she was not claiming for minutes used, but only the handset, surely the service provider is irrelevant. It seems like another example of a company dishonestly and shamelessly using a loophole in the small print T&C's to wriggle out of the obligations they made to their customer. Incidentally, when she called Carphone Warehouse they claimed that it was not their problem and that Lifeline is a seperate company (despite the fact that all correspondance from Lifeline comes on Carphone warehouse headed paper!!!). Any advice welcome. Would there be any point in contacting Trading Standards regarding this (at no point did Carphone Warehouse make this rule clear, although it was listed in the small print)?

gema21

To be honest, your completely stuck. Terms and conditions are there for people to read, whether or not a consumer reads them is another thing and if they've put that in there, then your stuck.
Lifeline will be CPW branded but a seperate insurance company.
Out of interest, what network was she on? Some networks themselves may be able to help you regardless of whether your insurance claim was successful or not.

gsmmad

Yep all insurance companys will do there best to get out of paying anything

you cannot do much about it ....you should have read the small print ...

Its just common to call to get the phone disconnected straight away ...i had my phone stolen and first thing i done was this ....


I suggest you go to the cpw store u got ur phone and insurance from and make a scene lol

da77enj

Feel that it is fair to add an update to this thread. After an e-mail to CPW Lifeline appeal department, they have reviewed the claim and approved the claim. In case anyone else is in a similar predicament, the appeal must be made by e-mail to lifelineappeal@cpw.co.uk.

Based on previous experience I still say that I find the sales strategy and general behaviour of some retailers in the mobile phone industry at the minute fairly distasteful but must admit that CPW are certainly one of the more reputable companies.

Thanks gema21 and gsmmad for your replies. Gsmmad, Agree! a scene in CPW would def have been my next step!

satmanuk

Well I am just testing Lifeline insurance and the Carphone Wearhouse

I just claimed on my laptop insurance, I split diet coke off it this morning, now they keyboard doesn't work and I am having to use a USB keyboard.

However when I went through the claim they asked me a question "Have you made any hardware upgrades" I replied, sure I had a larger hard drive fitted at a computer store about 4 months ago.

After processing my claim, they took me £29, and then said just let us put you on hold whilst we arrange a courier.

After 5 min wait they said "Oh because you made hardware changes, we put that you didn't, we need to cancel your claim and start again. Let us call you back when the old claim has been cancelled."

Well now as i wrote this post they called me back, coming for the lappy tomorrow... time for them to loose it yet!!

lazaki

da77enj wrote: »

Feel that it is fair to add an update to this thread. After an e-mail to CPW Lifeline appeal department, they have reviewed the claim and approved the claim. In case anyone else is in a similar predicament, the appeal must be made by e-mail to [EMAIL="lifelineappeal@cpw.co.uk"]lifelineappeal@cpw.co.uk[/EMAIL].

Based on previous experience I still say that I find the sales strategy and general behaviour of some retailers in the mobile phone industry at the minute fairly distasteful but must admit that CPW are certainly one of the more reputable companies.

Thanks gema21 and gsmmad for your replies. Gsmmad, Agree! a scene in CPW would def have been my next step!

I found this review very helpful because i have had the same problem, except for after an e-mail to CPW Lifeline appeal department stating that during the time i was trying to ring the phone in the hope i would be able to recover it, they have reviewed the claim and dissapproved the claim!! I would really appreciate if you send me an e-mail with what you've said to them in the appeal, it's worth a try i assume. my e-mail: zak11211@hotmail.com thank you

Silk

Hi Laz,
Can't help you I'm afraid but it's not a good idea to put your email up online.
Perhaps remove it and send one to somebody by PM if they can help you.
Good luck