Insurance2go Issues and options

Will_Broadbent

Hi all,

I've been with Insurance2go for about 2 years while I've owned my Pixel2 XL and its been an absolute nightmare. I've made two claims during this time. My initial claim took ages to get completed, seeming to only progress when pushed for an answer. Eventually I was given a refurb (this was about 18 months ago), when that also broke it took another age for them to sort it.

Well, when I lost my phone recently I wasn't exactly surprised when this process has become once again a nightmare. The Pixel 2 XL is 2 years old at this point and they cannot replace the device like for like. The options I have been given are to find a phone up to the value of £350 (this phone needs to be brand new, I cannot find a reasonable replacement for this cost) or to fork over £100 more (Already paid an excess of £75) so they can give me one of their refurbished Pixel 3 XLs (Meaning they think that a Pixel 3 XL refurb is worth £450). My friend purchased a Pixel 3 XL refurb last week for £220, so if I give them £100 more it feels like a complete scam and that theyd be making money on my claim, that feels like it defeats the point of even having insurance. This company came recommended on MSE!!

I'm currently waiting for them to get back to me on my options, but I cant help but feel its going to be met with more terrible choices and very little support from them. I guess my question is, what can I do in this situation? The terms and conditions states:

"However, in the unlikely event this is not possible, your policy administrator will provide you with a fully refurbished (or new where a refurbished item is not available) mobile phone of a comparable specification"

Feeling frustrated, and would appreciate any advice people could give in handling this situation, at the end of the day, if a Pixel 2 XL cant be provided I fail to see many devices that can be compared since I had a bunch of DayDream VR apps and a DayDream headset specific for my phone

sal_III

So you have made 3 claims in 2 years and still feel cheated? Wow.

If they are sticking to the T&C for the policy that you signed and paid for, there isn't much you can do about it. Can't you take £350 (or less) in cash and buy a better, more expensive new phone?

Quick look on e-bay puts the refurb Pixel 3 XL at about £400, the fact that your friend was somehow able to get one for £220 is irrelevant. You are offered one for £175

Will_Broadbent

I made 1 other claim which they did a shoddy repair job using 3rd party parts so had to be corrected, the only reason I got a replacement phone was because I protested the repair was taking too long. Apologies for not making that more clear, it essentially had to be handled like another claim (without the excess payment).
I have now sorted a cash payment equal to the device's value, which they were incredibly reluctant to do since they wanted me to have a phone they could continue to insure. I didn't realise I could even ask for the cash value and they weren't exactly forthcoming with my options.

As for being offered a Pixel 3 XL for £175, thats not exactly correct, I didn't want to have to buy a new phone, hence why I have insurance. It sort of defeats the point. I also realised the device they were offering me after making this post was in fact a Pixel 3a XL, a considerably cheaper phone than the Pixel 3 XL.
At the end of the day, their customer support over the phone is very good, they're helpful and tend to get things sorted. However once referred to email, the feedback loop gets very poor. I imagine if you have an iPhone they are much quicker at handling claims, personally if anyone reading this post is considering going with them, pay a little but more and go with a provider that wont make replacing your device this difficult. Personally I've realised in this exchange i'd rather not be paying for insurance.

sal_III

For mobile insurance i'm "banking" on Nationwide FlexPlus account, which had somewhat positive feedback, knock on wood, haven't had to claim yet.