LSG Mobile insurance - what next?

fezzzer

Hi everyone

I have mobile phone insurance through Lloyds Bank with LSG insurance.

I had my phone stolen whilst on holiday almost 3 weeks ago. I reported the phone as stolen to the insurance company, marked it as lost on iCloud, informed my mobile network (who then blocked the IMEI number) and the following morning reported it to the police and received a crime number (So I did everything the insurers require me to).

When I got back, I sent the claim form back to the insurers who in their email say' "Once we have received your paperwork, your claim will be logged and assessed within 1 working day'. This was almost two weeks ago.

I called after 3 days to be told that due to the value of the phone, the claim has gone to the further assessments team so there is now no longer a timescale. I called last Wednesday to be told that they are looking into whether any attempts have been made to sell the phone on or trade it in. I called again Friday to be told that at the moment there are no updates, there is no timescale and they would call me when they have an update.

I don't know where I stand here, as you can imagine it's hugely inconvenient both for work and socially to be without a mobile phone. In my opinion, both reasons they've given for the delay should not affect their ability to assess my claim (ie the value + whatever the thief has decided to do with the phone).

What can I do next?

Blibble

Is there a timescale given within your policy booklet you could draw reference to? If not, ask them for a timescale; if they can't provide one then I'd ask for a gesture of goodwill as recompense for the inconvenience. Whilst it's poor form, they're not doing anything "wrong" if there is no timescale given within their policy booklet.

Other than that, it sounds like an internal procedure on their part; is your policy particularly new / are there any relatively unique circumstances surrounding your claim which your insurer may wish to double check?

fezzzer

There is no timescale in the policy booklet, however in their email it states: "Once we have received your paperwork, your claim will be logged and assessed within 1 working day".

I've had the policy through my bank account for about 3 years, there are no unique circumstances except it was a brand new warranty replacement phone 1 week before I went away, but they have the documentation from Apple with the old IMEI number, and the IMEI of the new phone.

Blibble

Sounds like a fairly standard claim, therefore, unless it went missing in a strange way?

I would politely point out again that it should be assessed within 1 working day, a timescale which has now elapsed. If there's still no job, a well-worded, to-the-point email which outlines your complaint & how you wish it to be resolved (timescales for adjudicating the claim, financial redress for the inconvenience etc) entitled "letter of complaint" or similar is a good starting point to getting matters resolved.