Lifestyle Services Group mobile insurance

Jimmy225

I find myself in an impossible situation with Lifestyle Services Group and Barclays Tech Pack.

Yesterday (21/07/2018) at 04.50 my property was broken into and cash, bank cards and my IPHONE 6S (insured with LSG) was stolen. The first thing I did was call the police on 999. Devon and Cornwall Police were brilliant sending SEVEN police officers and a tracker dog to my property within six minutes. It was not pleasant to be confronted by an intruder in your property whilst I was sleeping in the same room.

The Police stayed with me for a good three hours as I was physically very shaken and at the time felt really sick. Whilst the Police were with me I called my network provider O2 where were fantastic and blocked my IPHONE 6S immediately. They also blacklisted my IPHONE 6S with the IMEI number 355398086670642 immediately.

I then called LSG to report the crime whilst the police were with me and indeed the officer also spoke to LSG on the phone. The person on the phone stated there should be no problem at all as it was straight forward. The claim was taken and LSG requested the crime reference number which was given to them, and asked for a usage report from O2 which was provided. A clear cut case is it not?

Well no, not in the eyes of LSG as in a second phone call to them at 06.45 on the 21/07/2018, they openly accused ME of trying to sell the stolen IPHONE 6S on on the website Music Magpie.which of course I never did. That call I did record so I have proof of them stating that accusation. That day at 08.00 I called Music Magpie and was told by James, a senior manager with them they had no knowledge of this at all and in fact they would not purchase stolen phones. I called them in an attempt to get the name and address of the 'seller' so I could pass that onto the Police. In fact Music Magpie even would not know the IMEI number of any phone until they got it in their warehouse some 48 hours later, so can someone tell me how a stolen IPHONE 6S can be from, my property at 04.50 in the morning in Plymouth and end up in Manchester some 300 miles away in less then TWO hours? That is impossible, so how can LSG come up with such a wild accusation?.

But LSG, when I called them again at 08.45, are adamant they are right and stated that this was flagged up by their computer that was sold to Music Magpie but they will not provide any proof of this. They just state that the has been passed to their Higher Investigations Team (their speak for what is their Fraud Department).

As I work as a courier the smartphone is essential to my work as it collects signatures for my deliveries on behalf of Royal Mail and is also my navigation tool as I often work away from my home area. Without this I cannot work. LSG were told this and their response "go and buy a £25 phone". What a joke! (my employer has now provided me a loan phone which my number has been transferred onto by O2).

I have made repeated phone calls to LSG and got absolutely nowhere. LSG promised someone would call back, no one ever did call me back from LSG. I have even raised a complaint with their Customer Relations team who again do not care. I have even told them I would drive to their offices in person to sort this out, they said I am not welcome.

AndyPK

No help to you, but they recently accepted my claim after I put mine in a washing machine accidentally. And pre ordered a new phone for me.
I cancelled the claim in the end though.

Odd they should turn this down, after speaking to the police!

mobilejunkie

Document everything, wait 8 weeks until after your complaint or until you receive a letter of deadlock, then go to the Ombudsman. Any written confirmation from the police of the facts you've given would help in what sounds like a water-tight case. Letting the insurance company know that if they ignore you then you will make a formal complaint to the Ombudsman (it used to be the FOS for insurance but may have changed) may help them take you more seriously.

pmduk

Don't talk to them on the phone any more, do it all in writing. As well as complaining to them, complain to the intermediary you go the policy from, they rarely sell direct, usually as part of a packaged bank account or similar. Make sure you obtain a formal complaint number from each organisation involved ie, the bank and LSG

Jimmy225

The CEO of Lifestyle Services Group, Andrew Morris, is now dealing with this personally and he is taking this extremely seriously.

Jimmy225

UPDATE TIMED AT 14.46 - The Commercial Director of Lifestyle Services Group James Jefferson has just called me, and he was physically sick after reading what had happened and the behavior of his staff. He has unreservedly apologized to me and he will replace the Iphone by a same day courier. There also will likely be further compensation due to me due the hurt that has been caused. My battle with the insurance company has been won.

pmduk

Thank you for updating us. It's always helpful should future users have issues.

Jimmy225

Well true to his Mr. Morris's word, a brand new Iphone 6s arrived with me today, and they also waived the excess fee! Well done!

ikcjp31

I was a victim of identity theft which was discovered in early November 2018. I reported the matter to the police and action fraud who are still investigating the matter. As a consequence, I had to cancel all my bank cards and accounts. To add to things, I was a victim of theft/pick pocketing mid November on the tube and reported my phone to British transport police. All 3 reference numbers and the claim was sent to LSG straight after the incident. After waiting 48hrs of no correspondence or update, I emailed Andy Morris who is the CEO for Assurant. I received a call on 18 November from someone in customer relations saying that someone will call me from the higher assessment team on Monday. On Monday, I got told that they "had reason to believe that the phone may have been returned to the store" and they wanted to see my bank statement (whilst awaiting contact from the manufacturer). In the meantime, I asked the higher assessment team to provide any details of where the phone was returned as the action fraud advisor stated they could retrieve footage which could help the fraud case. I spoke to Amex who said they could dispute the original transaction for the phone purchase which would help recover the monie s back. Saturday gone, I sent them the statement from my Amex card as soon as it was ready. On Monday, I again emailed Andy Morris CEO of Assurant, as no one had called or updated me of what was happening since all the evidence was received. Someone called in the afternoon on the same day. They said that "it was suspicious that they couldn’t see the transaction of the phone. They suggested I get a letter from Amex with details of the said transaction with details.
Two weeks after notifying LSG of the claim, I had lost the will to live. They ignored the fact that there was a crime prior to the theft, and that dispite having insurance cover with them for over 2 years – this was the first time I needed them, and they were an awful experience.
lI was so annoyed that I told them I was tired and wanted nothing to do with them. I withdrew the claim, and contacted Amex. American Express (brilliant as they always are) – were able to use the purchase protection scheme to deal with this further.


The impression I get from LSG is that they are a typical insurance company that avoids paying out despite the overwhelming evidence in support of the claim. I have no idea what their “higher assessment team” does, or for that matter what their “customer relation” does. Absolute disgrace!

ibroking90

Does anyone knows the email of the CEO of lifestyle group?

If you do please reply asap as I need it urgently.

ibroking90

Hi

I've been through the worst experience with LSG, On the third of July 2019 between 4 and 5pm I fainted next to Finsbury Park Station under the bridge, I lost conscience and by the time I regain conscience My Samsung S8 (insured with LSG) was stolen. Since then LSG has refused replacing my phone. I have health problem and I have episode of collapses sometimes.

Is there by any chance that you have the email of CEO of lifestyle Andrew Morris?