Mobile phone stolen - 'proof of usage'

*Kat*

I lost my phone 3 weeks ago. I got a replacement (like new). 

While waiting for the replacement, I was given a new iPhone SE to use for 2 weeks. I loved it, so planned to sell the replacement phone, pay off my contract and buy myself an SE. I didn't turn on / use the replacement phone at all.

I was robbed on the way to selling the phone - there are several witnesses and the police have CCTV footage of the incident. They are investigating and are hopeful they can find him. 

I reported it to the Police / network provider / insurance company straight away. The device was blacklisted. The replacement device is listed as my insured device on my insurance - they added it to my account when they gave me the replacement phone - so they KNOW this is my device. 

The insurance company have asked for 'proof of usage', which the network provider can't provide because I didn't use the phone. Does this invalidate my insurance? Does the fact I was on my way to selling the phone matter at all?

Brie

Who gave you the replacement phone?  And what evidence do you have re what the phone was?  That might suffice for the insurance company.  Basically they want proof that you had a phone that was stolen.  

*Kat*

Brie said:

Who gave you the replacement phone?  And what evidence do you have re what the phone was?  That might suffice for the insurance company.  Basically they want proof that you had a phone that was stolen.  

Thanks Brie. 

The same insurance company gave me the replacement phone. They registered the replacement phone to my account on their portal when they gave me the replacement. So basically, I'm looking for a replacement phone for the phone they replaced, so I don't understand what they want the 'proof of usage' for? 

Jon_01

*Kat* said:

Brie said:

Who gave you the replacement phone?  And what evidence do you have re what the phone was?  That might suffice for the insurance company.  Basically they want proof that you had a phone that was stolen.  

Thanks Brie. 

The same insurance company gave me the replacement phone. They registered the replacement phone to my account on their portal when they gave me the replacement. So basically, I'm looking for a replacement phone for the phone they replaced, so I don't understand what they want the 'proof of usage' for? 

The network servers log the IMEI of the phone every time it's used. The normal way the insurance works is, proof of usage is based on that server info to show you had and were using that phone.

In this case, I don't know what would happen? (I worked for one of the networks for 10+ years).

Brie

If the insurance company won't accept their own company's information that you had the phone then I'd be raising a complaint to the affect that you have been financially disadvantaged by their processes.  

WelshPaul

Unless you’re claiming for any unauthorised calls, texts or data charges, why would an insurance company want proof of usage? If I insure a laptop, washing machine or TV, one wouldn’t get asked for proof of usage. Proof of purchase, yes! Just another way to prevent paying out on a claim IMO. 

*Kat*

WelshPaul said:

Unless you’re claiming for any unauthorised calls, texts or data charges, why would an insurance company want proof of usage? If I insure a laptop, washing machine or TV, one wouldn’t get asked for proof of usage. Proof of purchase, yes! Just another way to prevent paying out on a claim IMO. 

Thank you! I don't understand either. I haven't done anything wrong. The man was insinuating that I was lying and everyone else was lying about me being robbed, it was really awful. 

He said something about me potentially giving friends and family phones to use for apps? I mean, how bad is that? Zero empathy or compassion. 

Cisco001

*Kat* said:

WelshPaul said:

Unless you’re claiming for any unauthorised calls, texts or data charges, why would an insurance company want proof of usage? If I insure a laptop, washing machine or TV, one wouldn’t get asked for proof of usage. Proof of purchase, yes! Just another way to prevent paying out on a claim IMO. 

Thank you! I don't understand either. I haven't done anything wrong. The man was insinuating that I was lying and everyone else was lying about me being robbed, it was really awful. 

He said something about me potentially giving friends and family phones to use for apps? I mean, how bad is that? Zero empathy or compassion. 

Don't you have the case number from Police?

I would make a complaint to the insurance company...

*Kat*

Cisco001 said:

*Kat* said:

WelshPaul said:

Unless you’re claiming for any unauthorised calls, texts or data charges, why would an insurance company want proof of usage? If I insure a laptop, washing machine or TV, one wouldn’t get asked for proof of usage. Proof of purchase, yes! Just another way to prevent paying out on a claim IMO. 

Thank you! I don't understand either. I haven't done anything wrong. The man was insinuating that I was lying and everyone else was lying about me being robbed, it was really awful. 

He said something about me potentially giving friends and family phones to use for apps? I mean, how bad is that? Zero empathy or compassion. 

Don't you have the case number from Police?

I would make a complaint to the insurance company...

Yes I do! I gave it to the insurance company as soon as I got it from them (it was a few hours after I got in contact with the Police). 

PHK

Brie said:

If the insurance company won't accept their own company's information that you had the phone then I'd be raising a complaint to the affect that you have been financially disadvantaged by their processes.  

Whoa, hang on. Most mobile phone insurance covers a phone that is active and being used (rather than unused in a drawer or box). The terms and conditions require that a working SIM is in the phone.

The proof of usage is not proof of ownership but proof that the phone has been in use up to the point of loss.

There are case histories on the Financial Ombudsman Service website. I can't find any that went in the customers favour if a SIM wasn't in the insured phone.

OP check the terms and conditions. If they say an active SIM needs to be in the phone then I'm afraid you won't be succesfull in a claim.

*Kat*

PHK said:

Brie said:

If the insurance company won't accept their own company's information that you had the phone then I'd be raising a complaint to the affect that you have been financially disadvantaged by their processes.  

Whoa, hang on. Most mobile phone insurance covers a phone that is active and being used (rather than unused in a drawer or box). The terms and conditions require that a working SIM is in the phone.

The proof of usage is not proof of ownership but proof that the phone has been in use up to the point of loss.

There are case histories on the Financial Ombudsman Service website. I can't find any that went in the customers favour if a SIM wasn't in the insured phone.

OP check the terms and conditions. If they say an active SIM needs to be in the phone then I'm afraid you won't be succesfull in a claim.

I have checked the T&Cs and the only part which mentions SIM: 

Cover is limited to phones that: 

1. are the manufacturers standard design and specification;
2. have SIM card capability and are able to make and receive telephone calls and SMS messages when connected to a mobile phone network; 
3. cannot be used as a satellite phone; and 
4. have not been manufactured wholly or partly from precious or semi-precious metals, stones or crystals