We're aware that some users are experiencing technical issues which the team are working to resolve. See the Community Noticeboard for more info. Thank you for your patience.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!

Issue with phone insurance

Options
SubzN17
SubzN17 Posts: 6 Forumite
First Post
So in a bit of a weird situation.
I've recently lost my phone, I've reported this to the police aswell as my network provider (EE). Currently i'm going through insurance claim with barclays tech pack, EE has sent all the required documents over and I've forwarded this onto my insurance company. 

All is well until the proof of barring proof was rejected. Insurance said the phone is not blacklisted on the national database called ceir (central equipment identity register) and are unable to continue with the claim until this is done. When speaking to EE  over and over again they are adamant they can't do anymore on their side as the phone's IMEI is down as blacklisted and wouldn't work on any other networks  however when I type the IMEI to check the blacklist status on any other site the phone's IMEI is coming up as "clean". 
When telling Likewize EE has done everything they can on their end, Likewize are dismissive of it and keep telling me over and over that "we know EE can add it to the database (ceir)" 

Any help and advice would be greatly appreciated as i feel stuck in the middle between two companies that keep blaming each other.

Thanks
«1

Comments

  • Mark_d
    Mark_d Posts: 2,401 Forumite
    1,000 Posts First Anniversary Name Dropper
    So you checked and your IMEI is coming up as clean?
    It sounds like the problem is with EE, so the place to start is with their complaints procedure
  • SubzN17
    SubzN17 Posts: 6 Forumite
    First Post
    Mark_d said:
    So you checked and your IMEI is coming up as clean?
    It sounds like the problem is with EE, so the place to start is with their complaints procedure
    Thanks for the reply mark, yeah any other 3rd party site i type the imei number in it comes up as clean apart from EE's site

    I've done  the complaint and still get the same answer, they've done everything on their end that they can possibly do, they say when they blacklist it on their system it's blacklisted everywhere. 
  • PHK
    PHK Posts: 2,282 Forumite
    Eighth Anniversary 1,000 Posts Photogenic Name Dropper
    Ask them for a letter advising that they've blacklisted the IMEI and forward this to the insurer. 

    If EE won't do this then start their formal complaints procedure and ask for a deadlock letter to go to the ombudsman. 

    If the insurer won't accept the letter from EE then formally complain to them. Previous FOS decisions have said that if you've done what you should have done (report the phone as missing and request it has been blacklisted ) then it would be unfair of the insurer to penalise you because of a.mistake by the phone provider. 

    The only let off would be if you've given EE the wrong IMEI or you didn't know the IMEI and so they blocked the one that was most recently used on EE with your SIM not the one that was lost. 
  • SubzN17
    SubzN17 Posts: 6 Forumite
    First Post
    PHK said:
    Ask them for a letter advising that they've blacklisted the IMEI and forward this to the insurer. 

    If EE won't do this then start their formal complaints procedure and ask for a deadlock letter to go to the ombudsman. 

    If the insurer won't accept the letter from EE then formally complain to them. Previous FOS decisions have said that if you've done what you should have done (report the phone as missing and request it has been blacklisted ) then it would be unfair of the insurer to penalise you because of a.mistake by the phone provider. 

    The only let off would be if you've given EE the wrong IMEI or you didn't know the IMEI and so they blocked the one that was most recently used on EE with your SIM not the one that was lost. 
    Thanks for the response PHK.
    EE has sent me letters showing the device has been blacklisted I've forwarded this to likewize and they reject them. I've made complaints to them and no matter what i say to likewize they keep going back and blaming EE saying "we know ee can do this"

    I've gotten 2 different emails from EE  managers saying this is as much as we can do, one lady was even nice enough to send a screen shot from her end showing the device has been blacklisted. I've sent this company alot of proof but regardless what i send likewize they're dismissive of it and just goes back to the same line "we know ee can do this" even when i made the complaint

    Imei is 100% right have also checked this a few times just incase. 

    Thanks 

  • PHK
    PHK Posts: 2,282 Forumite
    Eighth Anniversary 1,000 Posts Photogenic Name Dropper
    Then you need to make formal complaints as I explained above. 

    (Deadlock letter from EE.  Final decision from the insurer. )
  • Did you buy your phone from EE?  My wife recently lost her iPhone but she purchased it direct from Apple so O2 won't blacklist it (as not purchased from them) and Apple don't blacklist stolen phones either.  So currently our insurance company is refusing to pay out as the phone is not blacklisted but it seems impossible to blacklist a phone unless you purchased it from your mobile operator.
  • Jon_01
    Jon_01 Posts: 5,915 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    Did you buy your phone from EE?  My wife recently lost her iPhone but she purchased it direct from Apple so O2 won't blacklist it (as not purchased from them) and Apple don't blacklist stolen phones either.  So currently our insurance company is refusing to pay out as the phone is not blacklisted but it seems impossible to blacklist a phone unless you purchased it from your mobile operator.

    Any network should blacklist a phone that's been used on their system?  The servers log the IMEI everytime the phone's used, that's normally enough for them to action the request to blacklist.
    What reason are EE giving to refuse?
  • macy08
    macy08 Posts: 77 Forumite
    Part of the Furniture 10 Posts Name Dropper
    Did you buy your phone from EE?  My wife recently lost her iPhone but she purchased it direct from Apple so O2 won't blacklist it (as not purchased from them) and Apple don't blacklist stolen phones either.  So currently our insurance company is refusing to pay out as the phone is not blacklisted but it seems impossible to blacklist a phone unless you purchased it from your mobile operator.
    Not entirely true.  My sons iPhone was bought direct from Apple and had a monthly SIM with Vodafone.  When it was stolen Vodafone said they'd blacklisted it.  I then claimed through Nationwide and when reading out their spiel regards making a claim they stated 'they have also blacklisted the phone, if found we must inform them as the device would now belong to them'.  Phone was stolen Tuesday afternoon, called Nationwide 6pm Wednesday and we had a replacement device Thursday 10am.  Didn't even need to give them a crime reference number - the police weren't due to come till the Friday to take a statement (he had been mugged)
  • SubzN17
    SubzN17 Posts: 6 Forumite
    First Post
    Jon_01 said:
    Did you buy your phone from EE?  My wife recently lost her iPhone but she purchased it direct from Apple so O2 won't blacklist it (as not purchased from them) and Apple don't blacklist stolen phones either.  So currently our insurance company is refusing to pay out as the phone is not blacklisted but it seems impossible to blacklist a phone unless you purchased it from your mobile operator.

    Any network should blacklist a phone that's been used on their system?  The servers log the IMEI everytime the phone's used, that's normally enough for them to action the request to blacklist.
    What reason are EE giving to refuse?
    Yep phone was bought from EE still in contract. EE are not saying they won't blacklist as they already have however they're saying they are unable to do anything else other than what they've done. They've sent me the documents showing phone's  imei is barred but still not good enough for the insurance company as its not coming up on their system as barred
  • There was a tangential thread recently that discussed phone blocking

    https://forums.moneysavingexpert.com/discussion/6535765/mobile-phone-blocked/p1

    There the OP had his phone blocked by EE 13 months after he had purchased it refurbed from Music Magpie. They were not an EE customer.

    Does raise the questions (at least to me):

    What is the actual mechanism by which phones are locked? What does "locked" actually mean (a Google brings mentions of black-/grey-/white-listing)?

    Who has the authority to lock a phone and on whose instruction?

    Is there 1 single register, or a number which are somehow linked? 

    If there's a readable source on the subject I'd be grateful, the Wikipedia entry I found was big on history and 10-year old phone theft stats for London but not much help otherwise.
     
Meet your Ambassadors

🚀 Getting Started

Hi new member!

Our Getting Started Guide will help you get the most out of the Forum

Categories

  • All Categories
  • 350.9K Banking & Borrowing
  • 253.1K Reduce Debt & Boost Income
  • 453.5K Spending & Discounts
  • 243.9K Work, Benefits & Business
  • 598.7K Mortgages, Homes & Bills
  • 176.9K Life & Family
  • 257.2K Travel & Transport
  • 1.5M Hobbies & Leisure
  • 16.1K Discuss & Feedback
  • 37.6K Read-Only Boards

Is this how you want to be seen?

We see you are using a default avatar. It takes only a few seconds to pick a picture.