Mobile phone insurance

pip9star

Our daughter got a refurbished iphone7 through Brightstar insurance which works with Natwest bank last October 2019. Just before lockdown happened she dropped it and have only just been able to afford to get it fixed. I didn't bother phoning the insurance company as to replace the screen locally was only £60 where insurance would have been £100 excess as non of the stores they tell you to go to or the mobile technicians work in Cornwall!!
So today I went to our local phone repair shop and they open the phone up to find 9 loose screws in the phone - these screws where for major parts like the battery case, speaker and motherboard. All the other screws were really loose as well!
Before the person at the shop did anything I decided to ring Brightstar insurance to complain about them providing a sub-standard phone last October. I have now been told by them that because a 3rd party opened the phone up I have voided the warranty and I would have to submit a new claim!
I have argued with them saying that I had no idea that there were loose parts inside the phone and we wouldn't have until it was opened - the person who opened it has cameras with video and sound in his shop so this is evidence that he didn't damage the phone which the insurance company have basically implied! Brightstar also said that the screws could have come undone on there own!! Iphone's have locking screws which don't come undone
How do I get Brightstar insurance admit fault that they sent out a faulty phone in the first place - it also needs a new battery which shouldn't happen in 8 months of having it.
I have raised a complaint and also asked a manager to call me back
Also I have written a bad review on trust pilot, put something on twitter, complained to the bank and written to the Ombudsman.
I feel that Brightstar should replace the phone with one that is screwed together fully in all the correct places
Any advice would be gratefully recieved

JJ_Egan

< have now been told by them that because a 3rd party opened the phone up I have voided the warranty and I would have to submit a new claim!>

A normal condition of warranty .

(Also I have written a bad review on trust pilot, put something on twitter, complained to the bank and written to the Ombudsman.)

Not getting them on side at all .

opc121177

Pip that's horrible we had a very similar experience with Virgin Mobile and ultimately despite leaving poor feedback on their social media channels we didn't get anywhere. We ended up using a phone repair call out service called Mobile Screen Fix they did a great job a reasonable price. Playing devils advocate I guess for Brightstar its hard to prove the screws were not always loose and not loosened by someone else as it now been opened, although from what I've heard about them i'm sure they would have tried to squirm out of it anyhow they could have. Since our experience we don't buy refurbs anymore and should it get damaged we make sure only a qualified technician handles it and and one who provides a 12 month warranty should anything go wrong.