Accidentally insured the wrong phone model

geepee21

Hello everyone,

Hope you're doing well.

I've recently had my phone lost/stolen whilst out in London over the past few weeks. I've gone through the insurance claim as standard, and they have approved a replacement. Today I received a replacement, but it wasn't for the phone I was expecting. I called up the insurance company to explain what has happened, and they have told me that my policy says iPhone 13, rather than an iPhone 13 Pro.

I did ask how this was missed when I first made the claim, as I had to provide a multitude of evidence regarding the device including proof of purchase, serial number, IMEI number etc. They said they're not sure as the case handler should have noticed. When I purchased the insurance, I did it through a comparison site and I'm 99% sure I put all of the correct information as they wanted details such as the IMEI number at the time, which I provided.

The person I spoke to on the phone said that if I send the phone back, they would send be the correct one. But I called back to confirm before sending off, and they said they can't say what will happen next now as the case has been handed to the senior team. I'm now worried the insurance is invalidated, they want the phone back and I'm left £1000 short.

Can anyone advise on where I might stand here, or if there is anything I can do? It's a genuine mistake it seems, and both parties have made a mistake. I'm hoping they up my premium slightly to cover the iPhone 13 Pro, and request that I pay them the extra I owe for the past few months. But is that me just being unrealistic?

Any help is much appreciated.

dunstonh

I did ask how this was missed when I first made the claim, as I had to provide a multitude of evidence regarding the device including proof of purchase, serial number, IMEI number etc. 

Easily missed as you cannot expect the person to know the myriad of options that exist in models and they are only checking that the model is a range match.   (i.e. you are not insuring for an iphone 13 when you really had an iphone 6).

When I purchased the insurance, I did it through a comparison site and I'm 99% sure I put all of the correct information as they wanted details such as the IMEI number at the time, which I provided.

Easily checked.  Look at your emails confirming the quote.   Then look at your policy schedule.

The person I spoke to on the phone said that if I send the phone back, they would send be the correct one. But I called back to confirm before sending off, and they said they can't say what will happen next now as the case has been handed to the senior team. I'm now worried the insurance is invalidated, they want the phone back and I'm left £1000 short.

Worst case scenario is that you end up with a non-pro version.       Best case scenario is that you end up with the Pro (but may have to pay the difference).  The insurance is not invalidated due to this.

Can anyone advise on where I might stand here, or if there is anything I can do? It's a genuine mistake it seems, and both parties have made a mistake.

Both parties have not made a mistake.   Insurers rely on what you tell them.   On claims, they are looking at people claiming for more than they should. Not those claiming less.

 I'm hoping they up my premium slightly to cover the iPhone 13 Pro, and request that I pay them the extra I owe for the past few months. But is that me just being unrealistic?

It is a possible outcome if they are feeling generous and consider it genuine.

csgohan4

the insurers are within their right to refuse, the insurance was bought on the basis of a non advised sale. You have to check the T+C and the schedule. 

You can certainly ask if they will cover.  But they can only take face value what you want covering not assume you have the pro version. 

Certainly would be an expensive lesson sadly but a lesson to read the policy schedule.

I use nationwide flex plus account so i don't need to worry about inputting mobile phone details, all the household is covered 

geepee21

They have asked me to send the device back, and they will be providing me with a settlement fee instead.

Thanks for the help everyone

dunstonh

Thanks for the follow up.   I was hoping you would let us know as it was an interesting thread.

Is the settlement fee enough to cover the iPhone 13 pro?