Mobile Phone Insurance Proof of Purchase

brendon

I've recently had my phone stolen, and the insurance company are asking for proof of purchase. The only problem is that the receipt for my Google Nexus 6 doesn't contain an IMEI number. After Googling, it appears this is normal. My insurance company are insisting on proof of purchase that contains an IMEI. So far I have sent them:

* A receipt which contains Make & Model, Purchase Date, but no IMEI.
* A Google Dashboard print out which contains Make, Model, IMEI & Activation Date (which is 3 days after the purchase date).
* A photocopy of the side of the box which contains Make, Model and IMEI.

Apparently, this is not enough proof. What can I do in this circumstance. The insurance company are basically asking for a copy of a document that never existed.

rs65

Is there any specific requirement in the policy regarding this?

TSx

Ask them to make a formal complaint. They have 8 weeks to investigate and then you can escalate to the financial ombudsman for free - I'm confident they'd uphold a complaint and you could even refer them to this financial ombudsman decision which is an identical case.

(if there's been any delays as a result of their being difficult you could always ask for an extra £50 as well as per the decision above - it's going to cost them £550 if you do escalate to the ombudsman so it's in their interest to resolve the complaint)

brendon

There's no specific requirement in the policy. Thank you for the link to the ombudsman case study. It gives me some reassurance. I assume I have to wait for the insurer to reject the claim before I can make a formal complaint?

TSx

No... just call them tomorrow and let them know you're not happy they've not accepted the claim to date and you want to make a formal complaint so you can take it to the ombudsman