LSG Insurance I Have Been Ripped OFF

Karennnnn

any one here had any dealings with LSG? i have mobile insurance via my bank The Co Op sadly 8 weeks into my phone contract i cracked the screen- phone still worked paid 75 excess to LSG got sent back a terrible second hand so called A grade phone back with a scratch ! i was not expecting a second hand phone back but a new one 
i asked for my phone back to take to town to get fixed and they refused to send mine back ! 
I have never seen their terms and conditions before and have since read up that they do not send new phones and do not replace parts with authentic apple parts !!!
I have been without my phone for 2 weeks now - they are checking if the phone replacement is under their warranty cover !! I am just so frustrated in a time like the present i can not keep in touch with people .
Should they have sent my phone back to me? I dont want a second hand phone i do not know how long the battery life is and then where does that leave me?
I do have a complaint going through via my bank - but to be honest they dont care much either .. i dont know if they are to blame or LSG as i have been paying the Co op for 28 years for this insurance at a cost of 11.00 a month 
I know there are way more important things going on in the world today but i just feel like i have been robbed of my phone and 75.00
thank you for any responsex

JJ_Egan

Reads as you failed to understand what the insurance actually covered .
replace / repair/ refund will be subject to the T&C. Replacement with a refurb is not unusual but depends upon what the insurance actually has in its conditions .

28 x 12 x £11  = £3696

Jon_01

Unless you pay for 'Replace with new' you'll get a refurb. If your phone was 6 months old, you'll get one the same age.
Once the insurance  has paid out/replaced ect (settled the claim), if the property turns up it belongs to the insurance company.

Karennnnn

JJ_Egan said:

Reads as you failed to understand what the insurance actually covered .
replace / repair/ refund will be subject to the T&C. Replacement with a refurb is not unusual but depends upon what the insurance actually has in its conditions .

28 x 12 x £11  = £3696

I have claimed twice before once phone lost twice phone broke - had no problems brand new phones sent out i think maybe LSG was not in place and terms and conditions changed, however i admit no i never actually read through the small print but they should have given me back my phone when i asked for it 

Karennnnn

Jon_01 said:

Unless you pay for 'Replace with new' you'll get a refurb. If your phone was 6 months old, you'll get one the same age.
Once the insurance  has paid out/replaced ect (settled the claim), if the property turns up it belongs to the insurance company.

Jon_01 said:

Unless you pay for 'Replace with new' you'll get a refurb. If your phone was 6 months old, you'll get one the same age.
Once the insurance  has paid out/replaced ect (settled the claim), if the property turns up it belongs to the insurance company.

Jon_01 said:

Unless you pay for 'Replace with new' you'll get a refurb. If your phone was 6 months old, you'll get one the same age.
Once the insurance  has paid out/replaced ect (settled the claim), if the property turns up it belongs to the insurance company.

MY phone was 8 weeks old and i got sent a tatty scratched one back

JJ_Egan

You can complain about the replacement phone .

But as said once you claim then the original phone is the property of the insurance company .

Korkyb

I had the same insurance through my bank account with the Co-Op around 3 or 4 years ago.

I claimed for broken phones twice (teenage daughters.......).

Both times I received refurbished phones back both of which looked perfect.