Three, Mis-sold Phone Insurance PLEASE HELP!

Andromeda2k

Hi,
My phone was stolen yesterday, I called three to let them know and order a new phone because as far as I was aware, I was insured. Upon speaking with Three, They informed me that, in fact I am only insured against damages. I got my phone contract 2 months ago at £50 a month - £8.50 for insurance - over the phone. When speaking with the guy who sold me the insurance he said the insurance ALSO covers damages as if it was this huge thing, that to me means damages on top of theft and loss, because those are the only 2 things I am actually interested in insuring against. I haven't had a nice phone in years, and only decided to upgrade due to a slight change in circumstance, which would allow me to just be able to afford the phone contract. I now find myself 2 months into an expensive 2 year contract, and no idea what to do about it. I even contemplated going elsewhere for phone insurance because £8.50 was expensive to me, as you can get full coverage for about £6 with other companies, but I decided instead of more direct debits the ease of it being in one was better. I also have a few mental health disorders that make this sort of thing very hard for me to deal with.

Does anyone have any advice or anything that could help me with this situation?

esuhl

The first thing I'd try is to make an official complaint to Three, and ask them for a copy or transcript of the call in which you agreed to take out the insurance policy.

You have a legal right to this, under the Data Protection Act, although Three are allowed to ask you to pay a nominal charge for this (I think the legal maximum is £10?).

If the transcript makes it reasonably clear that you were offered or were asking for cover against theft or loss, then... you have the proof needed to imply that the insurance was mis-sold.

If there is no recording of the call, then it will probably come down to any documentation of the terms of cover that you subsequently received. Did you receive the full terms of insurance?

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Anyway, I feel your pain. This is exactly why I don't buy phone insurance. I had it for my first phone, and only found out when I tried to make a claim that I wasn't covered for anything the salesman in The Link had told me I was. Grrr!

Andromeda2k

Thanks, Yeah I'm waiting for a call from their complaints team, and will use all of these points!

No all I received from them in writing was a generic letter saying welcome to your new contract and my phone! so I can't view my terms of insurance online or anywhere!

mije1983

Did they actually say it covers theft, or did you just assume it does? It's not clear from your post.

If they didn't, then a transcript of the call may not help much.

Ian011

FCA regulations require that you be sent an insurance certificate and a policy booklet detailing the exact terms and conditions of the policy, and, I think, a 'key facts' leaflet setting out the most important points. Additionally, there is a time limit on when this must be sent.

d123

It would appear there are 2 levels to this insurance.

Three Rescue Damage Cover

Three Rescue Full Cover

Prices appear to be be handset dependent, so it looks like it could get rather confusing.

http://www.three.co.uk/Support/three-rescue

Three Rescue!!!8482; is administered by Asurion Europe Limited ("Asurion"), which is authorised and regulated by the Financial Conduct Authority (no. 502545), registered address: Chiswick Place, 272 Gunnersbury Avenue, Chiswick, W4 5QB. The insurer is WDP Insurance Limited, which is authorised by the Gibraltar Financial Services Commission, and is authorised and subject to limited regulation by the Financial Conduct Authority. Details about the extent of our authorisation and regulation by the Financial Conduct Authority are available from us on request. WDP is registered in Gibraltar with company number 115687 at 1st Floor, Grand Ocean Plaza, Ocean Village GX11 1AA, Gibraltar.

ryan121

When you took out the contract you would have received two letters. One about your phone contract and a separate one detailing your insurance.

dealer_wins

Worst case senario get a cheap smartphone on Amazon, or even better on a site like gearbest or similar, ( I got a redmi note 4 for £99) performs as good as a flagship phone. In the unlikely event it gets stolen I will just order another lol