HSBC Aspects

lucaslad_2

Hi,

I’m looking for advise. I have paid HSBC the aspects insurance £12 a month. It includes phone insurance. I have never claimed. I called the insurance 7.5 weeks ago because my phone broke and they wouldn’t process my claim because HSBC has not given them the correct address. I did move 7 months prior to calling. HSBC had my correct address in Feb, they were posting me stuff. 

I’m so frustrated with HSBC for still not dealing with my complaint. I have requested all the insurance money I have paid to them (about £1000) back as I have not been able to access the service I have paid for. 

HSBC said they would call earlier today and they haven’t.

Does anyone know what I should do? If HSBC offer me less then the value of a new phone I will want to reject the offer. 

[Deleted User]

What are the terms of the insurance around updating your address?  You would normally update details with an insurer directly.

You're unlikely to get either your premiums back or the cost of a new phone, so make sure your expectations are more realistic when talking to them.

lucaslad_2

Thanks. The insurance is with HSBC but they outsource their phone claims to Carphonewarehouse. I have checked the T&C and change of address has to go via HSBC. 

[Deleted User]

You can put in a formal complaint to them if they don't get back to you, then they have 8 weeks to respond before you have access to refer to the FOS

lucaslad_2

Thanks but the insurance is though HSBC, so I haven’t made a mistake. 

lucaslad_2

No idea why you felt the need to write such an abrupt message. Served no one any benefit. 

I also resolved the issue yesterday, HSBC gave me over £500 in compensation to buy a new phone as they took responsibility for incorrect handling of my data and they are responsible for updating my address. 

So I have no ignorance, just trying to solve a problem which arose due to no fault of my own.