Mobile phone insurance

Allimay

I have 2 phones one just due out of a 2yr contract(sons) and my own that has just been upgraded after 2 yr contract. Both phones where insured for £8month premium each covering the 2yrs or at least I thought they were I received text on Sunday stating phone cannot be insured I phoned provider on Monday asking was it new phone that couldn't or was it just old phone as I'm now upgraded reply was disregard text as new phone insurance is active whilst on phone I queried wether sons phone insurance still valid as contract due to end any day now informed his insurance still active on his BlackBerry!!! He has had a s6 for 2yrs seems they have not updated anything on system for 2yrs and BlackBerry was insured I voiced my disgust as what would have happened if during that 2yr period we would have had to make a claim
I wondered if they somehow had mine and his muddled up so I asked what my previous phone was insured at before recent upgrade I was told white s4 i had also had a s6 in gold for 2yrs that is not even on there system that I have paid insurance premium on s4 for 2 extra yrs as they failed to update records this is a well known mobile provider the 2 phones that I am talking about contracts were taken out a month apart in 2015 so not an isolated mistake
Does anyone know where I legally stand on this as I have paid 2 insurance premiums for 2yrs on phones that did not even appear on there system even though insurance was taken out same time as phone contracts on both
Any help will be appreciated

OlliesDad

Did you update them each time you upgraded the phone? Do you have proof of this too?

CardinalWolsey

Did you have to make a claim on the insurance during this period which was turned down by the insurer because they didn't have a record of your phone?

Allimay

No I didn't update them as I took out new phone upgrad in-store and they did relevant paper work
Luckily a claim was not needed on either phone but if it would have been we would have been left in limbo through no fault off our own

Allimay

It was all done in store when renewing contract virgin mobile insured my phone I took 2yr contract out at same time I was told on leaving store all signed up and insured

Allimay

No luckily no claim was needed only discovered their blunder as received text saying your phone cannot be insured I rang to query what phone the new upgrade or old phone
On questioning my previous phone that I had been on contract for was not even on there system the phone I had in 2013 was active and payment for insurance last taken by direct debit on 17th of this month that's 2yrs after I finished using that phone my sons is the same a old phone from years ago is insured and only updated on 25th April after me querying what happens as he does not want a upgrade will his insurance remain even when non contract phone
I have paid £192 insurance premium for each phone that neither showed up on there system this was not an isolated case as these were taken out a month apart
How many others assume like I did that there phone is insured as premium is active and being paid on time by direct debit

wealdroam

Allimay wrote: »

No luckily no claim was needed only discovered their blunder as received text saying your phone cannot be insured I rang to query what phone the new upgrade or old phone
On questioning my previous phone that I had been on contract for was not even on there system the phone I had in 2013 was active and payment for insurance last taken by direct debit on 17th of this month that's 2yrs after I finished using that phone my sons is the same a old phone from years ago is insured and only updated on 25th April after me querying what happens as he does not want a upgrade will his insurance remain even when non contract phone
I have paid £192 insurance premium for each phone that neither showed up on there system this was not an isolated case as these were taken out a month apart
How many others assume like I did that there phone is insured as premium is active and being paid on time by direct debit

From your explanation it seems quite clear that they didn't do the relevant paperwork properly in store.
This means you have been paying insurance premiums wrongly.

I can't quite get my head around which phones and for what period they were insured/uninsured, but you certainly appear to have a valid claim.

Follow the seller's complaint process and if necessary take your case to the ombudsman - The Financial Ombudsman Service for insurance products.