rbs mobile phone insurance

sadiesunglow

Hi,
I have mobile phone insurance through my rbs platinum bank account and put a claim in today as I have lost my phone. I explained to the girl that I know what happened, and that I had put the phone on the roof of the car and driven off, and by the time I realised it was long gone. The claim was referred and they have come back to me asking 'other than being left on the roof of your car, is there any other way your phone could have gone missing?'
I am keen to give the right answer but don't really understand the point of the question, I don't get what they are fishing for or why they are asking this. Does it really matter how the phone was lost or whether I could be mistaken?
Can anybody who knows more about phone insurance or insurance companies advise me on what my response should be?
Many thanks in advance.

rs65

The policy probably excludes theft whilst unattended and also a requirement to advise the police of theft. Probably best to notify the police of loss anyway, in case it is handed in.

If you know how you lost it, then the answer to their question is 'no'.