Vodafone Mobile Phone Insurance

Damian_Lewis

Can anyone help me with this.
I have recently lost my phone and for the last 10 years I have been paying mobile phone insurance with Vodafone. The ideas was that if my phone was lost or stolen I would get a replacement very quickly and limit the downtime. The Insurance arm of Vodafone is Lifestyle Services Group (Parent company Ace European Group Ltd (they handle the insurance part).
Anyway they wouldn't pay out on my lost phone even though they had been collecting money off me every month and said they had been taking money off me by mistake so offered to repay £621 of money they shouldn't have taken dating back to 2016. I was bemused by this. They said it was because they changed their mind about insuring my phone 5 years ago but forgot to tell me or write to me. Essentially I bought an i phone from Apple in 2014 and had a sim only 12 month contract. The insurance was sold to me at that time. In 2014 Vodafone would insure a phone (Any phone as it was a set monthly fee) even if you bought it from somewhere else like the Apple Shop. Insurance lifestyle the Insurance company for Vodafone says because I didn't buy the phone from Vodafone it's not insured. But when I bought the insurance package I was in a Vodafone shop and the guy in the shop told me to buy it from Apple and return to the shop so he could put a sim card in it for me and get my new phone up and running.. I have been on a sim only contract ever since. Insurance company have offered 8% insurance pay back for wrongly taking money that they new they would never pay out on. This feels very wrong. Anyone done this? what's the best approach (I've raised it with financial ombudsman offcom is next) I'm looking at mounting a mis-selling compensation claim against Vodafone and Lifestyle Insurance.

paddyandstumpy

Damian_Lewis wrote: »

Can anyone help me with this.
I have recently lost my phone and for the last 10 years I have been paying mobile phone insurance with Vodafone. The ideas was that if my phone was lost or stolen I would get a replacement very quickly and limit the downtime. The Insurance arm of Vodafone is Lifestyle Services Group (Parent company Ace European Group Ltd (they handle the insurance part).
Anyway they wouldn't pay out on my lost phone even though they had been collecting money off me every month and said they had been taking money off me by mistake so offered to repay £621 of money they shouldn't have taken dating back to 2016. I was bemused by this. They said it was because they changed their mind about insuring my phone 5 years ago but forgot to tell me or write to me. Essentially I bought an i phone from Apple in 2014 and had a sim only 12 month contract. The insurance was sold to me at that time. In 2014 Vodafone would insure a phone (Any phone as it was a set monthly fee) even if you bought it from somewhere else like the Apple Shop. Insurance lifestyle the Insurance company for Vodafone says because I didn't buy the phone from Vodafone it's not insured. But when I bought the insurance package I was in a Vodafone shop and the guy in the shop told me to buy it from Apple and return to the shop so he could put a sim card in it for me and get my new phone up and running.. I have been on a sim only contract ever since. Insurance company have offered 8% insurance pay back for wrongly taking money that they new they would never pay out on. This feels very wrong. Anyone done this? what's the best approach (I've raised it with financial ombudsman offcom is next) I'm looking at mounting a mis-selling compensation claim against Vodafone and Lifestyle Insurance.

And the outcome of any 'miss-selling' complaint would be a return of premiums and 8% interest on the balance, which you've said they are offering anyway.

What would you like the outcome to be?

boo_star

So what was the model of the phone you lost?