WHEN IS PHONE INSURANCE NOT PHONE INSURANCE?

NLEMECFC

I have a Silver (Packaged) Account with RBOS and one of the benefits is phone insurance. I recently bought a new phone, a Samsung Galaxy Z Fold 5 and went to register it online on the insurance but I was unable to no matter what I did. Eventually I rang the Third Party Company that provide the insurance to be told "We don't cover that phone". When I asked why they told me their T&Cs  stipulate they do not cover phones with a screen size of more than 7" diagonally and this phone is 7.6". The Bank say there is nothing they can do! I wonder how many other customers are finding themselves in the same position? Any advice anyone please?

Brie

Don't drop or lose the phone?  

Frankly nothing constructive actually.  I've always considered phone insurance unimportant but mostly because I buy cheap phones so it would be silly for me to claim for anything.  And I think any thief would look at my phone and hand it back.  

Actually the constructive thing is to complain to RBOS if their bumpf for their PBA doesn't make the restrictions clear.  It's just this side of mis-selling in my opinion.  There's no point in signing up for something when you can't get all the details easily until you phone someone at the 3rd party insurance company.  

masonic

That's not a phone, it's a tablet!

boingy

It does state the 7" limit twice on the RBOS website but I agree that it's an odd limit, especially given the size of modern phones. 

eskbanker

NLEMECFC said:

I have a Silver (Packaged) Account with RBOS and one of the benefits is phone insurance. I recently bought a new phone, a Samsung Galaxy Z Fold 5 and went to register it online on the insurance but I was unable to no matter what I did. Eventually I rang the Third Party Company that provide the insurance to be told "We don't cover that phone". When I asked why they told me their T&Cs  stipulate they do not cover phones with a screen size of more than 7" diagonally and this phone is 7.6". The Bank say there is nothing they can do! I wonder how many other customers are finding themselves in the same position? Any advice anyone please?

It's not just hidden away in small print but shown on the main product page:

Not all devices are included – the policy covers phones that;

• have a screen size of less than 7 inches (measured diagonally);
• [...]

https://www.rbs.co.uk/current-accounts/existing-customers/mobile-phone-insurance.html

Policies bundled with packaged accounts are rarely likely to be best in class so care needs to be taken that they suit your requirements, and if not, then source the insurance elsewhere....

Rob5342

How much are you paying for the account? You might be better off getting the phone insurance directly. 

WillPS

Rob5342 said:

How much are you paying for the account? You might be better off getting the phone insurance directly. 

It's an expensive phone, you might actually find outsized value in a packaged bank account!

OP - I've had my Folds insured through Halifax Ultimate Reward (claimed twice) and Nationwide FlexPlus. My advice would be to get a better account.

NLEMECFC

masonic said:

That's not a phone, it's a tablet!

Not according to Samsung, definitely a phone.

Nasqueron

NLEMECFC said:

masonic said:

That's not a phone, it's a tablet!

Not according to Samsung, definitely a phone.

It's more akin the to the old "phablet" term - I had a tablet (Nexus 7) that was smaller screen than that one, it's probably a legacy thing though that said, away from the fold type phones, it's rare to have a phone close to 7" screen given even a small bezel will get you close to 7.5" especially with a case which is more than most people will have pockets for.

WillPS

Nasqueron said:

NLEMECFC said:

masonic said:

That's not a phone, it's a tablet!

Not according to Samsung, definitely a phone.

It's more akin the to the old "phablet" term - I had a tablet (Nexus 7) that was smaller screen than that one, it's probably a legacy thing though that said, away from the fold type phones, it's rare to have a phone close to 7" screen given even a small bezel will get you close to 7.5" especially with a case which is more than most people will have pockets for.

I'm not sure rare is the correct term - folding phones are proliferating in number both in userbase and number available.

My thinking is that Natwest Group have sought some way of excluding the XL "phablets" that existed a decade ago, and now it 'helpfully' excludes cover for the most expensive group of mainstream phones out there.

The correct route for the OP is to complain and get one of the many other packaged accounts with no such stipulation.

flaneurs_lobster

WillPS said:

The correct route for the OP is to complain and get one of the many other packaged accounts with no such stipulation.

Complain on what grounds and seeking what redress?